Chris Merkle

Experience

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  Tmobile

  Dec 1997 - May 2003

  Business Systems Analyst

  Responsible for performing daily, weekly, and monthly snapshot performance reporting of fifteen national call centers; Provided executive management with snapshot reporting of call volume statistics; Created reports and databases for departments to track and record production; and Maintained, supported, and troubleshot database applications. Key achievements include:Identified and summarized key data on performance metrics for 15 call centers.Created custom reports for team leaders and management resulting in decreased handle times. Set up and maintained automated data collection and storage of call center data to meet daily and historical reporting needs. Process Coordinator Designed and standardized policy/procedure development across multiple business units.Audited current policies, with an emphasis on continuous improvements and TQM.Created and maintained spreadsheets to track departmental production, as well as provide management with reports on departmental operations and efficiency. Created full documentation of all departmental functions resulting in the development of an official department handbook; leading to a drastic decrease in the training of new hires and the cross training of current team members. Show less

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  Backbone Security

  Jan 2003 - Jan 2006

  Network Security Engineer

  Security engineer providing certification and testing services to government and commercial clients.

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  Guardian Life

  Mar 2006 - Jul 2009

  Business Systems Analyst

  providing life, disability, retirement services, and employer benefits.; Responsible for designing and delivering customized daily, weekly, and monthly snapshot performance reporting of three national call centers; Providing executive management with snapshot of call volume statistics enabling efficient decision making as well as improved customer service; Created reports and databases for departments to track and record individual and group production; and Maintained, supported, and troubleshot database applications. Key achievements include:Provided actionable information on performance metrics for call centers.Maintained ongoing relationship with leadership team to better provide them with real time, value added, high quality tools. Created custom reports for team leaders and management, allowing an insight into call center activity levels resulting in decreased handle times. Significantly reduced customer hold times by analyzing phone system data, identifying system bottlenecks, and providing recommendations for resolution. Backbone Security; Information security services company, offering wide range of IT security solutions with a focus on computer network security. Show less

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  PPL Electric Utilities

  Sept 2010 - Jun 2014

  Business Analyst

  Business analyst specializing in billing systems functions and projects.

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  Osmose Utilities Services, Inc.

  Jul 2014 - now

  Sr Project Manager

  Plan, manage, and oversee inspections, reinforcements, and repairs of electrical distribution and transmission structures. Work closely with both internal and external customers to ensure project is completed on time, on budget, in a safe and efficient manner. Use data analytics to project, track, and report financial and production results.