Timothy Provost Email & Phone Number

Texas, United States

Perform real-time analyses of performance data and respond appropriately (e.g., monitor intra-day activities, adjust schedules, and perform trend analyses).Perform historical data analyses of performance data to identify trends/patterns, and make appropriate recommendations (e.g., call volumes, intra-day patterns, and root cause analysis).Gather workforce metrics/data and distribute reports (e.g., call volumes, AHT, adherence, MIS reports) to applicable audiences (e.g., agents, management).Perform staffing analysis based on forecasted call volumes and resource needs to drive future business planning.Perform strategic planning to identify future Workforce Management needs (e.g., site growth, new client/membership assignment).Collaborate with other groups to identify future staffing needs (e.g., Training, Human Capital, Operations, and Forecasting).Identify and communicate issues that may affect call volume fluctuations and overall call center performance to applicable stakeholders (e.g., NOC, business leadership).

Irving, Texas, United States

Perform real-time analyses of performance data and respond appropriately (e.g., monitor intra-day activities, adjust schedules, and perform trend analyses). Perform historical data analyses of performance data to identify trends/patterns, and make appropriate recommendations (e.g., call volumes, intra-day patterns, and root cause analysis). Gather workforce metrics/data and distribute reports (e.g., call volumes, AHT, adherence, MIS reports) to applicable audiences (e.g., agents, management). Perform staffing analysis based on forecasted call volumes and resource needs to drive future business planning.Perform strategic planning to identify future Workforce Management needs (e.g., site growth, new client/membership assignment). Collaborate with other groups to identify future staffing needs (e.g., Training, Human Capital, Operations, and Forecasting). Identify and communicate issues that may affect call volume fluctuations and overall call center performance to applicable stakeholders (e.g., NOC, business leadership).

Desoto, Texas

-Demonstrate understanding of applicable performance metrics and data (e.g., AHT, ASA, service levels, performance guarantees, abandon rates, call defect rates, adherence). -Perform real-time analyses of performance data and respond appropriately (e.g., monitor intra-day activities, adjust schedules, and perform trend analyses). -Perform historical data analyses of performance data to identify trends/patterns, and make appropriate recommendations (e.g., call volumes, intra-day patterns, and root cause analysis). -Gather workforce metrics/data and distribute reports (e.g., call volumes, AHT, adherence, MIS reports) to applicable audiences (e.g., agents, management).-Communicate findings of data analyses and recommendations to appropriate stakeholders (e.g., presentations). -Collaborate with applicable stakeholders to review current performance data and identify coverage opportunities (e.g., Operations, NOC, Planning/ Forecasting).

Supervise a staff of up to 15 non-exempt personnel within our Advanced Technical Support Department. I direct the work of developing professionals, and or specialty skilled or entry-level non-exempt staff that answer inbound telephone inquiries from customers regarding Palm and PDA devices, as well as Data Connection Cards. Handle Customer escalations, perform quality review, monitor trends, and conduct feedback and counseling sessions with each direct report. Facilitate team meetings and develop teamwork among direct reports. Establish team and individual objectives, monitor performance and evaluate results. Work closely with team members, Systems and Reporting, and Staff Operations to produce data, analyze results and determine root cause and apply business process improvement to address internal and external processing issues.

Executive Services Analysts are exempt-level personnel who resolve escalated customer inquiries on behalf of the executives of Sprint Nextel, Sprint Nextel Long Distance, Sprint Nextel Local, and Sprint Nextel affiliates. Additionally, we resolve customer complaints routed through regulatory agencies, consumer advocacy groups, and attorneys. Executive Services is the last point of escalation prior to a lawsuit being filed. Analysts identify, through analysis and research, the root cause of each escalation and provide Business Process Improvement referrals as a result of our customer interactions. Responding to referrals/inquiries from company executives at the Vice President level and above. Responding to Regulatory and agency complaints, and assisting the Sprint Nextel Legal Department in negotiating win-win resolutions on customer complaints prior to lawsuits being filed. Responding, determine and produce win-win resolutions to complaints, while ensuring customer satisfaction and protecting company revenue. Responding to customers via written correspondences on behalf of the company to regulatory bodies, consumer protection agencies, and published media complaint bureaus.

B.A,., English / History

Hs., Electronics