Will Baker Email & Phone Number

Greater Atlanta Area

Norcross, Ga

Norcross, Ga

• Development of dashboards in Tableau for internal teams’ productivity reporting• Procured key business data through development of tSQL queries (Microsoft, AWS)• Responsible for the implementation of key projects, including stakeholder management and identification and execution of design and functional requirements• Performance Analytics for Customer Success team

Norcross, Ga

• Lead program manager for reporting (Excel and Teamtrack)• Developed and maintained overview dashboards providing key business data in a simple, easy to read format• Increased quality standards by developing and implementing best practices with international support team• Responsible for evaluation and reporting on effectiveness of key support teams• Led programs for new business units including off-shore support contractors, customer support, and recruiting teams• Responsible for agent and analyst access to review calls in ThinkingPhones• Supported consistent quality processes by training new employees and coaching current team members on best practices for evaluation and escalations

Norcross, Ga

• Increased operational efficiencies and reduced order entry errors by collaborating with cross functional team to redesign Axiom Order Entry workflow processes • Trained and provided leadership for team members• Developed and maintained utilization and error tracking processes • Collaborated with cross functional teams to assure contract submission met client expectations and adhered to CB legal regulations• Worked with sales teams and leads to streamline contract submission