Robert Shultz
Nampa
Summary
Detail-oriented professional with extensive experience in workforce management and data analysis. Adept at creating insightful reports and facilitating effective communication to enhance operational efficiency and drive process improvements.
Overview
11
11
years of professional experience
Work History
Workforce Real Time Analyst
Americor Funding
Boise
06.2023 - Current
- Monitored real-time workforce data to ensure optimal staffing levels.
- Analyzed performance metrics to uncover trends and recommend targeted improvements.
- Identified opportunities for cost savings through process improvements in workforce management practices.
- Utilized workforce management software to track agent availability and productivity.
- Developed comprehensive reports for senior leadership, highlighting key insights on workforce performance.
- Collaborated with teams to resolve scheduling conflicts, enhancing resource allocation.
Senior Special Project Admin
Americor Funding
Boise
03.2022 - 06.2023
- Coordinated multiple spreadsheets and creditor communications to streamline workflow.
- Oversaw creditor interactions proactively to ensure timely communication.
- Onboarded new creditors into systems promptly for swift integration.
- Compiled data trend reports to provide actionable insights for department.
- Addressed isolated issues such as letter omissions and data inconsistencies to safeguard business continuity.
Special Projects Administrator
Americor Funding
Boise
03.2020 - 03.2022
- Facilitated creditor relationships by capturing action items and follow-up tasks to ensure accountability.
- Implemented process improvements to enhance operational efficiency across various projects.
- Assisted in training new staff on project management tools and best practices.
- Managed administrative tasks for special projects, including filing, data entry, record maintenance, and progress tracking to support project objectives.
- Collaborated with other administrators to manage multiple projects simultaneously, ensuring timely completion of all deadlines.
Client Service Representative
Americor Funding
Boise
11.2019 - 03.2020
- Managed client accounts, ensuring data accuracy and timely updates to support client needs.
- Provided product information and recommendations to enhance customer satisfaction.
- Coordinated cross-department efforts to resolve client concerns, improving response times.
- Documented client interactions in CRM to enhance service continuity and inform future engagements.
- Followed up with customers through calls and emails to proactively resolve issues and maintain satisfaction.
- Audited customer account information to identify issues and develop solutions.
Mac Specialist
Teleperformance USA
Boise
08.2019 - 11.2019
- Provided customer service support to answer inquiries about apple product features, pricing, and availability.
- Learned about product's technical specifications and accurately explained specifications to customers and work team.
- Recommended tailored products based on individual customer needs.
- Provided technical assistance during installation or use of a product.
Technical Support Representative
DXC Technology
Boise
12.2018 - 08.2019
- Delivered technical assistance to Google Fiber customers via phone and email, enhancing customer satisfaction.
- Teamed with colleagues to troubleshoot complex technical issues, improving resolution times.
- Guided customers on product features and usage best practices, fostering better user engagement.
- Escalated unresolved issues to senior technicians for advanced resolution.
- Maintained knowledge of industry trends and product updates through training sessions.
Rates Specialty Agent
Alaska Airlines
Boise
05.2018 - 08.2018
- Provided support for special services, including unaccompanied minors and disabled travelers.
- Assisted Reservation Agents in resolving back end ticketing issues and manual adjustments, enhancing overall service efficiency.
- Collaborated with airline staff to promptly resolve passenger issues, improving customer satisfaction.
Reservation Agent
Alaska Airlines
Boise
04.2017 - 05.2018
- Managed customer reservations through multiple booking systems and platforms.
- Assisted customers in modifying or canceling existing reservations promptly.
- Resolved customer complaints professionally, ensuring satisfaction and loyalty.
- Processed customer payments for reservations over the phone.
- Offered personalized recommendations based on guest preferences.
Technical Support Representative
Teletech at Home
Boise
02.2017 - 04.2017
- Provided technical assistance to customers via email support.
- Documented customer interactions in the ticketing system for future reference.
Customer Service Representative
Sykes
Boise
10.2016 - 01.2017
- Resolved customer complaints through effective communication and problem-solving.
- Utilized company resources to provide timely solutions to customer queries.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong relationships with customers by providing personalized assistance and support.
Customer Service Representative
Citibank
Boise
05.2015 - 09.2016
- Assisted customers with account inquiries and resolved service-related issues promptly.
- Educated customers on credit card features and benefits to enhance understanding.
- Resolved disputes over billing errors or unauthorized charges.
- Maintained detailed records of customer interactions in the database system.
- Ensured compliance with regulatory requirements during credit card transactions and processes.
Education
High School Diploma -
Borah High School
Boise, ID06-2005
Skills
- Workforce management
- Data reporting
- Process improvement
- Office suite
- Records maintenance
- Project management
References
References available upon request.
Timeline
Workforce Real Time Analyst
Americor Funding
06.2023 - Current
Senior Special Project Admin
Americor Funding
03.2022 - 06.2023
Special Projects Administrator
Americor Funding
03.2020 - 03.2022
Client Service Representative
Americor Funding
11.2019 - 03.2020
Mac Specialist
Teleperformance USA
08.2019 - 11.2019
Technical Support Representative
DXC Technology
12.2018 - 08.2019
Rates Specialty Agent
Alaska Airlines
05.2018 - 08.2018
Reservation Agent
Alaska Airlines
04.2017 - 05.2018
Technical Support Representative
Teletech at Home
02.2017 - 04.2017
Customer Service Representative
Sykes
10.2016 - 01.2017
Customer Service Representative
Citibank
05.2015 - 09.2016
High School Diploma -
Borah High School