Resume. Up-to-date

Experience

Nov 2015 - Now
Telcare Corp
Boca Raton, FL USA
Marketstar
Virtual Contact Center Manager
Responsible for all operational aspects of a survey research, virtual contact center that specializes in customer retention through customer satisfaction analysis. Assist the Owner of the company with business development, project management strategies and goals, client services, programming, candidate sourcing and hiring, contractor training, database management, report development and creation, client business reviews, contractor management, payroll and other HR functions, and billing and other accounting functions. Key successes: automation of many business processes including data import\exports, survey quotas, payroll, and invoicing.

Mar 2012 - Nov 2016
Marketstar
Ogden, UT USA
Marketstar
HP Business Intelligence Analyst
Primarily an internal consultant providing insight-driven operational and financial analyses to enhance organizational decision-making. Using a broad set of tools and data sources to develop complex analyses as well as scorecard & dashboard development. Other key responsibilities included effective project management for key initiatives, client relationship management and communications including; proficiency in data & query tools, proficient use of financial, market, and operational datasets, proficiency in hyper-advanced Excel skills, and broad knowledge of data warehouses, data marts and other business intelligence solutions. Key success: increased efficiencies that lead to an increase in department revenue.

Jan 2010 - May 2010
Vangent Inc
Sandy, UT USA
Vangent
Senior Data Analyst
Contract job helping the Department of the Treasury develop and launch the 2010 US Census. Including training programs, new employee orientation, operational dry-run tests, QA planning, and staff ramp up and down plans. We on-boarded over 3,000 employees and transitioned them through both census support phases.

Jul 2008 - Oct 2009
Teleperformance
Ogden, UT USA
Teleperformance
Training Manager
Development, coordination, and presentation of training and development programs for all employees. Assess property-wide developmental needs to drive training initiatives. Identify and arrange suitable training solutions for employees. Actively search, creatively design and implement effective methods to educate, enhance performance and recognize performance. Conduct follow-up studies of all completed training to evaluate and measure results.

Feb 2003 - Jun 2008
Marketstar
Ogden, UT USA
Marketstar
Director
Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance. Increased overall PBT (profit before taxes) from 22% to 36%.

Nov 1995 - Nov 2002
Discovery Research Group
Salt Lake City, UT USA
DRG
Programmer\Helpdesk
Perform analytical, technical, and administrative work in the planning, design, and installation of new and existing personal computer systems, workstations, and\or servers; diagnose and resolve problems in response to reported incidents; install new hardware and software and maintain existing components; train end users in the use of equipment and software; perform general maintenance tasks.

Technical

Excel
100%
HTML5
95%
VBA
85%
JavaScript
70%
SQL
60%

Microsoft Office 365

100
Excel
Advanced user
100
Word
Advanced user
85
Access
Intermediate user
75
Powerpoint
Intermediate user

Languages

English
Native
German
None
Spanish
Very Little
French
None

Additionally

  • understanding of profit and loss
  • ability to create SOWs, RFPs, and Contracts
  • strong organizational skills
  • excellent interpersonal skills
  • channel marketing and sales
  • Search engine optimization (SEO)
  • social media, including blogging and Twitter
  • marketing optimization
May 1999
Weber State University
Ogden, UT
Associates Degree
  • General studies
100s
of happy clients
1000s
of completed projects
1
Presidential Special Act Award
Denise Parkinson

Troy has an amazing talent for understanding both the technological and the human scope of a project quickly. He absorbs information quickly, knows how to gather information without dragging down resources, and processes this information quickly into an accurate map of the territory of a project. Troy is tech savvy, business smart and good people all in one package. I highly recommend him.

Denise Parkinson
Senior Strategic Relationships Manager
Intel SSA at Marketstar
Jami Furniss

Troy is a genius and great to work for. He instills confidence in his team and gives credit to those who earn it. He takes the time to work with you and sets you up with the tools to be successful.

Jami Furniss
Have Heels, Will Travel
R.O.I Extraordinaire
Ryan Call

I have worked with Troy for a few years now. During our time together on the SalesAmp team, Troy exemplified leadership. Troy is an exceptional problem solver. He has a great ability in defining problems, coming up with alternatives, and finding a conclusive solution. In addition to Troy's problem solving abilities, he is a very effective communicator, his communication style is the basis for his strong relationship skills. Troy would be an asset to any organization. I would recommend Troy, and would work with him on any project!

Ryan Call
Data Protection Specialist
Dell EMC
Chad Todd

Troy was a joy to work with at Vangent. Under extreme pressure and time constraints Troy was always calm and collected and capable of very high quality output. Over the course of many 16+ hour days, Troy's unflagging energy and superior people and problem solving skills spearheaded our efforts to streamline the employee data collection system of over 1500 call center employees. I would not hesitate to recommend Troy and would relish the opportunity to work with him again.

Chad Todd
Energizing the world of Distribution
Fulfillment, and Ecommerce
Tony Ritchie

Troy is the best. He is an outstanding trainer and operations manager. He knows call centers, contact centers and training better than most. I have 30 years of experience in running large call centers and Troy has been one of the 3 best people I have ever worked with. He is extremely intelligent and knows his stuff.

Tony Ritchie
Director
Custer