Val Conway
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Analyst, Customer Experience, for Nexant, now a part of Resource Innovations
Salt Lake City, Utah, United States
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Jobs
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Customer Experience Data SpecialistResource InnovationsFeb 2022 - Current (4 years 7 months)Call Center Metrics: Service Levels, 30-Day Service Levels, Forecasting, Forecasting Analysis, Quality Monitoring Metrics, Trends and Coaching support, Client Quality Requirement Tracking, Call Monitoring Opportunities, First Contact Resolution, Repeat Call Analysis and Troubleshooting, Adherence metrics, Chat Volumes and Service Levels, Abandon research, Service Level fails research by occurrence, various custom reports and analysis as needed.- NAnalystNexant, Inc., now a part of Resource InnovationsFeb 2010 - Current (16 years 7 months)
- Energy Efficiency Rebate Processing CoordinatorNexantFeb 2010 - Mar 2012 (2 years 2 months)Packaged and delivered weekly energy efficiency savings to six major Utility clients, oversaw rebate checks mailed out to participating energy efficiency program customers.
Education
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- SSLCC Green Academy — (non-degree course), Smart Grid, ASLCC Green AcademyJan 2012 - Current (14 years 8 months)
- Salt Lake Community College — Certificate, Green Academy (Energy Management)Salt lake community collegeJan 2011 - Dec 2014 (4 years)
- University of California, Riverside — Master of Business Administration - MBA, Accounting and FinanceUniversity of California, RiversideNew Palgrave Dictionary of Economics and the Law, ed. Peter Newman. Auctions of Rights to Public Property. Valeen Afualo (Conway) and John McMillan. [links change; please google Valeen Afualo and John McMillan]
- UUC San Diego IR/PS — International Management, Finance and Game Theory, Graduate LevelUC San Diego IR/PS