Clifford Tinsley
Business Support Services Manager @Carrington Holding Company, LLC
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WORK HISTORY
Business Support Services Manager @Carrington Holding Company, LLC
Indianapolis, IN, US
Lead dialer operations and workforce management across multiple teams• Create and maintain reporting tools to support business decisions• Gather reporting needs and build dashboards using SQL, Power BI, and other tools• Schedule and deliver reports on a daily, monthly, and annual basis• Analyze staffing needs and adjust schedules to meet service goals• Monitor team performance and provide coaching, feedback, and reviews• Ensure system updates don’t disrupt contact center metrics or reporting• Support design and rollout of new reporting systems and processes• Use data to identify areas for improvement and streamline operations• Run queries and analyze data to support projects and forecasting• Lead team meetings to align goals and expectations• Collaborate with other departments to improve reporting accuracy and usability• Apply strong knowledge of call center technologies and reporting software• Solve complex problems and make decisions that impact multiple teams• Work independently and manage long-term scheduling and priorities
EDUCATION
Marian University Indianapolis
BBA, Management
SKILLS
ABOUT CLIFFORD TINSLEY
I am enthusiastic to share my professional experiences as an analyst, liaison and thought leader. My ability to navigate complex projects, information and situations will prove useful with short to long term initiatives.Examples of my professional experience are: • 15 years technical experience in business analysis roles• Expert proficiency with Microsoft Excel, Word, Power Point, Office, Visio• Managed large/complex reports, processes, and systems• 15 years requirements gathering knowledge• Effective communicator to all levels of leadership• Lead analyst for software integration, testing, and maintenance projects• Developer of sales, operations, and retention agent performance reports• 12 years expert level writer of DB2 and Microsoft Sequel Query Language reports• Liaison between business, information technology and third-party vendors• Executive adviser for various strategic business projects and processes• Expert level proficiency utilizing Microsoft Power Pivot Excel add-on reporting tool• 4 years developing ad-hoc, scheduled report, and dashboards with Power BI, Power Query, Power Map, Power ViewSpecialties: Data analysisProblem solvingDemystifying complex reporting and process issues
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