Wayne Barry Email & Phone Number

Hazle Twp, Pa

• Inbound Operations Admin – Manage complex training and scheduling requirements on a daily basis. Complete and file audits, rates, and time off task reports. Shared best practices and standardized role across all shifts in inbound department.• Seasonal Trainer – Ensured all trainings and update talkers were completed for Inbound and Outbound. Grew and developed ambassadors. Coordinated with site leadership and answered questions on training processes throughout the building.• Seasonal Learning Admin – Generated reports for learning department and senior team. Ordered supplies, scheduled training for new AM’s, and entered all audits and training into learning database. Automated report processes through the use of conditional formatting and Excel web query functionality.• Ambassador – Trained new and existing associates on different job functions throughout warehouse. Audited associates in receive paths to ensure compliance with Amazon standards. Seen as a role model on the floor for all associates.• Improved associate experience by developing and automating a rate sheet that shows daily time in receive path, weekly rate, daily rate, and time off task. Worked with site leadership to place rate sheets in two additional locations making them more accessible.• Worked with Training Manager and Program Developer to develop a report that shows when associates have not been in a path in the last 75-90 days. This report was adopted by ICQA and is now network wide.• Worked on project that developed a randomized roster which randomizes over 500 associates to functions they are trained in. Automated roster further and reduced daily preparation time by 3 hours daily.• Created and automated an excel file that cross references where associates are located and identifies the training they have. This allows for a quick response time for all planned and unplanned labor moves.

Hazle Twp

• Increase efficiency of representatives through the creation of a data entry form. Text boxes, search functions and record scrolling integrated into form.• Create a User Form in Excel which calculates electricity calculations such as power factor and KVA and exports calculations and formulas used to a datasheet.• Obtain revenue by identifying delinquent accounts and insufficient payments, calculate charges and refunds, and follow through on late payments. • Handle customer inquiries, complaints, billing questions and payment extension/service requests. Interface daily with internal partners in accounting, corporate services, engineering, and sales.

190 Welles St, Forty Fort, Pa

• March 2012 - Promoted to Reports Analyst based on analytical skills, perseverance, and professionalism. Created and published daily inbound and outbound scorecards in Excel, summarized call center metrics and sales data from outsourced vendors and internal call centers. • Investigated call center and sales data for trends and sent actionable results to senior leadership, marketing, workforce management, sales, individual call centers, project managers, and key stakeholders.• Designed SQL queries to get call center data for multiple sites and automated daily reporting tasks in Excel through the use of VBA programming. Produced Powerpoint presentations and ad hoc reports as needed.• Created attendance tracker for management which enabled reporting of representatives coming to work late, call offs, and time off requests.• Improved hourly sales report process by using excel VBA to automate tasks. Reduced preparation time for the report by ten minutes each hour.• Co-authored and distributed a weekly newsletter on health and fitness with topics ranging from the effective use of willpower to the benefits of interval training. Created flyers for all employee events.• Initiated and designed a dashboard, provided representatives with quick access to information such as territory rules and regulations. Established active links which opened programs and verification scripts. Worked with training department and call center management to have implemented on call center floor.• Handled Inbound and Outbound sales calls for electricity services. Used persuasive selling techniques to close sales. Achieved highest Inbound Sales conversion percentage for the quarter.

10 Azalea Dr., Drums, Pa

• June 2007 - Selected to support training department by training 10-30 new employees in on-boarding, during the first three weeks on call floor, every month. Excelled at increasing understanding of complex technical material, e.g., DNS. Accomplished this along with daily account management commitments.• April 2006 - Promoted to Platinum VIP Account Manager based on subject matter expertise. Provided dedicated account management for numerous Fortune 500 companies including Hard Rock, Calvin Klein, and AT&T. Exceeded yearly sales goals.• March 2005 - Promoted to VIP team based on customer service skills and high quality scores. Developed and maintained productive internal client relationships. Worked with billing and engineering departments for issues such as misapplied payments and websites not resolving.• Received multiple performance based awards including Hazleton Heroes, Employee of the Month, Inner Circle, Perfect Attendance, and ABC Award.• Completed Business Name Change agreements and email inquiries. Exceeded production goals by 150% through the use of templates and efficient organization. Worked daily with Oracle's Siebel CRM applications.• Assisted account holders with questions about their email, websites, domain names, and online visibility products. Identified and resolved any issues. Analyzed accounts to suggest relevant new products to increase revenue.

Wilkes-Barre, Pa

• March 2002 - Promoted to Insurance Agent. Received Health Insurance Licenses in over 20 states. Closed sales made by agents on the sales floor by following legal scripting and answering customers questions.• June 2001 - Promoted to team leader based on excellent quality scores and sales results. Improved performance of low sales performers by adjusting their sales presentations to better target the needs and interests of specific individuals.• Contacted businesses and private individuals by telephone in order to solicit insurance services. Delivered prepared sales talks, reading from scripts that described products or services, in order to persuade potential customers to purchase insurance services.

Hazleton, Pa

• August 1997 - Promoted to Store Manager. Supervised a 12 member team, increased annual sales from $1.25M - $1.5M through effective merchandising and ensuring items in stock. Managed store operations including P&L accountability, hiring and scheduling, performance management, store safety, security, and customer satisfaction. • June 1997 - Successfully completed operations and management skills training. Learned key aspects of the business to successfully take operational control of the store and manage staff.• March 1996 - Promoted to Assistant Store Manager. Converted five individual Revco Stores to CVS Stores. Responsible for resource planning, materials management and scheduling of supporting staff. • Gained in-depth knowledge of maintaining inventory records and ensuring identification of damaged goods.• Organized backrooms for multiple stores. Created organization, space, and functionality in backrooms with excessive inventory and no space.• Stocked store shelves, operated cash register, and ensured cleanliness of store.

Wilkes-Barre

• April 1994 - Promoted to Night Manager. Responsible for appropriately handling emergencies, customer complaints, employee or customer accidents, inventories, and supervising all store personnel in absence of Store Manager.• January 1993 - Promoted to Front End Manager. Responsible for balancing all cash drawers, reconciling cash with sales receipts, reports, completing close-of-day function in office, maintaining customer service levels, administering breaks, and making sure all front end duties were completed. • Checked in vendors and verified quality and quantity of materials by checking merchandise against packing list.• Performed loading, unloading, and preparation of heavy/bulky products for stocking. Gained in-depth knowledge of back room activities.• Operated cash register, stocked store shelves, ordered merchandise through use of Telxon unit, and ensured all sales items were in stock.