Major Sanguansack

About Major Sanguansack

Versatile, self-driven, and highly motivated business professional with over 10 years of demonstrated experience in a variety of technology industry fields including customer service, quality assurance, training and development, operations, and data analysis. During this time, I excelled at problem solving and a data-driven approach, which led to 5 promotions into newly created roles where I successfully created new processes and teams to optimize day to day operations. I thrived in both individual contributor and manager roles, worked independently and in a team environment, and worked with front line employees and executive leadership.

Experience

1. Operations Specialist

   Alarm.com

   Jan 2022 — Present · Bloomington, MN, US

   Promoted to this position to focus on building data-driven reporting for the Customer Operations department.• Create routine reports using Microsoft Excel and PowerPoint for all levels of management from first line supervisors to executive leadership on a weekly, monthly, and quarterly basis.• Utilize datasets from the call center phone system, ticketing system, and employee scheduling system. • Gather, analyze, validate, and interpret trends or patterns with the data. • Investigate data irregularities such as discrepancies between datasets, call routing issues, and database outages. • Research and develop innovative call center metrics to address current business needs.• Go-to person for department heads and managers requiring ad hoc report requests or data specific to their teams.

Education

• University of Wisconsin-Eau Claire

  Bachelor of Business Administration (B.B.A.), Information Systems - Systems Development Emphasis, Business Management, Business Communication

  2009 — 2013