Tim Smith Email & Phone Number

Phoenix, Az, Us

Arizona, United States

Phoenix, Arizona, United States

Phoenix, Arizona Area

• Established strategies, priorities, and clear direction for reporting analysts.• Directed and led as a Product Owner, in a SCRUM/Agile development environment, working with the ETL and Report Development teams to support Sales and Customer Experience strategic initiatives while ensuring alignment with company’s mission statement and branding.• Designed strategic roadmaps, submitted recommendations based off analyses, and developed organizational reports for Operations, Human Resources, Sales, and Customer Experience.• Worked cross-functionally with business transformation, CX, sales and finance departments.• Reported on qualitative and quantitative analysis, providing data-driven insights to senior leaders to drive improvements in performance and behavioral management.• Communicated with internal customers, and external partners, to build valuable relationships and achieve operational targets. Worked closely with Executives, Directors, and IT partners to gather business requirements for reports and analyses.• Served as a subject matter expert in multiple teams and projects due to my leadership skills, technical experience, and situational awareness. • Developed and implemented the Power BI environment for the Customer Experience group, including development of over 1200 performance and behavioral reports and analyses in Power BI.• Supported executive leadership by developing additional reporting and analytics for the Sales, Operations, CX, Human Resources and other partners within the company.

• Directed up to 130-person team and managed up to a $6.5M budget to develop and oversee comprehensive, successful multi-area sales and customer experience contact center.• Estimated resources and labor requirements to complete jobs within budgetary and timeline requirements.• Resolved problems proactively and decisively, applying business acumen and sound judgment.• Reported on qualitative and quantitative analysis, providing data-driven insights to senior leaders at the Division, Area, and Corporate level.• Reviewed and approved product-related communications to ensure product correctness and messaging accuracy.• Participated in the development and execution of marketing plans for programs to drive sales, profit, and brand objectives.• Researched call center industry trends and integrated new technologies and strategies to drive performance of sales and customer experience.

• Established positive rapport with customers, managers, and customer service team members to maintain positive and successful work environment.• Developed and mentored team members to provide hospitable, professional customer service while adhering to established division operational goals.• Prepared daily, weekly, and monthly documentation, reports and logs to identify and manage sales metrics and support process driven activities.• Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.• Generated reports on KPIs to track and improve key metrics.