Roger Sharp

10709 NW 33rd Terrace Yukon, OK 73099

Phone: 405-265-1735 Cell: 405-812-5821 Email: rog51@cox.net

I have worked with call center operations for the past four years for various
departments supporting inbound and outbound voice calls and chats at
various sites. The primary goals are to verify the routing of customer calls and
chats to the proper departments and assure that personnel is in place within
those departments to care for the customers. To accomplish this, technical
aspects must be in place for the routing, staffing requirements must be met
from scheduling and controlling outage, and agents must meet phone activity
requirements.

TECHNICAL • Queue adjustments – scheduling and real time levering

SKILLS • Personnel management – shift & task scheduling
• Schedule adherence – compliance reporting
• Project management – goal setting & adjustments
• Production control – sales/customer enhancement
• Asset & expense tracking – inventory & equipment
• Time management – metric reporting

I am proficient or knowledgeable with the following software

applications:
Avaya CenterVu (CMS) RealTimeAdherence eWorkforce
Management
Word Publisher PhotoDraw Excel Access
Project Precedent PowerPoint Inova Lightlink

EXPERTISE
• Make recommendations to coordinate efforts of personnel to achieve
timed events as per customer and business needs.
• Coach representatives on how to effectively satisfy and balance the
needs of the customer and company per business guidelines and
provide alternative options.
• Prepare budgets, tasks, and proposals and offer solutions to reduce
cost and increase effectiveness.
• Research data, forecasting trends, and identify opportunities to
design more effective strategies for business optimization.
• Monitor programs and personnel to identify strengths and
weaknesses and implement appropriate response for correction as
needed.
• Report and gather information to and from appropriate
parties/departments for influential maneuvering as needed.
• Induce, create, or project time-management processes to improve
efficiency.
ACHIEVEMENTS
• Created a queue watch tool to notify agents and their manager of
inappropriate queue behaviors. The tool is utilized by operations across
all commercial client sites in the Americas.
• Automated spreadsheets to capture, sort, and collate agent metric
outliers. The tool was utilized by operations across all consumer sales
sites in the Americas until last year.
• Reduced unplanned outage by over 6% based on schedule
compliance notification and reporting of agents to their manager and
managers to their senior leadership.
• Maintained service levels within 5% of goal within quarter when
interday and intraday performances were reported correctly through
levering and monitoring agent behaviors.

EXPERIENCE
2005-Present Dell, Inc. Oklahoma City, OK
Call Center Operations Analyst
• Queue levering for multiple queues for multiple businesses at
multiple sites to address fluctuating volume.
• Use of Call Center Operations tools such as CenterVu, eWorceForce
Management, Avaya Reporting to provide accurate data and
recommendations to client groups.
• Reporting network outage, site outage, and site issues for corrections
as needed.
• Working employee schedule/work segment exceptions.
• Implemented and delivered comprehensive manager development
and technical programs for multiple clients across several functional
areas.

2000-2005 Sprint PCS Oklahoma City, OK

TRI/DS1 Adviser
• Aid specialists with methods and procedures on technical and
customer issues.
• Aid in implementation of extended training processes.
• Correct system/user problems for customers of Sprint PCS services.
• Troubleshoot customer problems of connectivity to Sprint PCS
network.
• Track trends of known and unknown issues regarding connectivity.

1999-2000 Energy & Environmental Services Oklahoma City, OK

Production Chemical Manager
• Sales director for production chemicals to oil producers and
operators.
• Re-entered EES to production chemical market.
• Implemented training for new recruits to production chemical sales.
• Provided configuration and tech support to interoffice PC’s.

1982-1999 Cochran Chemical Company, Inc. Wewoka, OK

District Sales Manager
• Opened district for production chemicals to oil producers and
operators.
• Expanded sales by over 850% within two years.
 • Recruited, trained, and implemented new sales and field
representatives.
• Created and implemented self-automation tools for data entry &
analysis.
• Designed, installed, and configured first company computer system
and designed it to share with field personnel (1993).
• Provided configuration and tech support to field PC’s.

CERTIFICATIONS 1972-1975 University of Central Oklahoma

Edmond, OK
& • B.A., Business Administration
EDUCATION • Major in marketing.

2000 MCP certification Microsoft

References provided on request.