Jarom L. Thurston's Linkedin Analytics

Extensive knowledge and expertise in Contact Center Operations including management of personnel, reporting & analysis of data, project plans, and performance metrics. All aspects of Inbound/Outbound calls, live chats, sales support, and even data reporting for fraud & content moderation projects. I have done it all with experience using systems like Zendesk, Tableau, Looker, many WFM solutions, and a variety of reporting & payroll systems for all kinds of analyses! My personal work ethic is built on: 1) "strive to drive" key business process strategies, 2) finding pain points in data driven processes & making improvements or completely creating new solutions, 3) verify, double check and re-check accuracy of my work, …and finally, "get stuff done" mantra! Vast experience with workload forecasting, resource scheduling, "what if” analysis, and capacity planning from small in-house contact center support to large-scale third party (outsourced) multiple center operations. Have a passionate desire to make and maintain positive relationships, collaborative work groups, quality service, and superior customer and co-worker experiences working together. Past and proven record of successfully developing, promoting, and implementing various initiatives and reporting projects whether working in the office or remotely (telecommuting) from home or even abroad while traveling outside of the United States... (I have Permanent Residency status in Brazil & the U.S. and speak fluent English & Portuguese). A keen eye for taking data from multiple sources to create valuable reports, summaries & dashboards for all levels of business management: from agents & supervisors to managers, directors and executive management teams.