Zach Stroum Email & Phone Number

Redmond, Washington, United States

Builds reporting and dashboards to help Nintendo measure its success, ask the right questions, and gain meaningful business insight. Collaborates with stakeholders to custom-build business intelligence solutions they'll actually want to use. Avoids pie charts whenever possible.

Redmond, Washington, United States

Improving Consumer Service's agent quality and efficiency through report and dashboard creation. Analyzes historical and trending data to identify struggling partner contact centers before they negatively impact the business. Identifies quality issues with knowledge base through agent performance and consumer satisfaction survey data, and makes recommendations to improve workflow. Creates views and extracts for Tableau, and helps with fixing backend SQL issues (stored procedures, views, etc).• Built a Quality Assurance dashboard that enabled leadership to see at a glance how our network of contact centers was performing and viewing it by vendor and location as well. Overview and detailed analysis of vendor QA ratings versus Nintendo QA ratings for comparison and calibration. One-click PDF export for business reviews and presentations• Built a C-Suite level dashboard that visualizes our customer survey results by categories such as location, knowledge article, contact channel, etc by month and historically over time• Created a baseline agent performance dashboard that compared an agent’s first six weeks and six months performance by vendor, trainer, and team leader. Identified areas of opportunity to be addressed and highlighted high performers, saving the company money in training and agent development costs• Built a weekly dashboard that identifies agents performing significantly below target across a variety of quality and efficiency KPIs and how many consecutive weeks they appeared on the dashboard for coaching and disciplinary follow-up

Redmond, Wa

• Oversaw Nintendo’s de-escalation teams, who handled high risk and sensitive contacts regarding software, hardware, and services issues• Managed complaints escalated to the Executive team, legal complaints, Attorney General’s Office, Better Business Bureau• Lead 6 – 9 direct reports, and 80 – 200 indirect reports, depending on seasonality

Redmond, Wa

• Created and oversaw Nintendo’s first dedicated consumer escalation team• Established team’s first knowledge base and created KPIs, QA reporting, and targets necessary to measure quality and efficiency• Grew team to 30+ associate agents, with several Team Leaders to coach and mentor them, handling thousands of escalations per year

Redmond, Wa

• Handled consumer contacts via phone and email, specializing in Network Support for Nintendo hardware.• Managed a team of 10-14 associate agents• Monitored efficiency and quality, provided coaching and mentoring to agents• Taught classes of new associates as needed and participated in a variety of ad-hoc projects for various departments.

Bellevue, Wa

I helped create a service to analyze 23andMe data for risk of inherited diseases that are more common for Ashkenazi Jews.I'm the creative one. I worked on the name, logo, color design, etc.http://oymygenes.com/

Redmond, Wa

I provided customer support for Nintendo hardware and software, arranged repair and part orders, and managed Nintendo Power subscriptions. My specialty was networking support for the Nintendo DS. I also provided project support as necessary.

Bellevue, Wa

Sales of home and office electronics. Leveraged personal and professional knowledge to find and sell the right equipment to customers for personal or business use. Offered extended warranty services where appropriate and reduced returns by not pushing unnecessary or poorly suited product for customers. Attended sales meetings, helped manage store inventory, ran day's sales numbers, et all.

Bellevue, Wa

Sold toys from every department in the store, but specialized in the video game section. Helped manage inventory of software and hardware, helped guests pick the right video game system for them, and maintained signage, etc.

Bachelor Of Arts (B.A.), Sociocultural Anthropology

Business Intelligence, 3.81

Activities and Societies: Phi Theta Kappa Honor Society

Education record