Duane Andersen has over 15 years of experience in call center operations management and analytics. He has a proven track record of using analytical skills to compile call center data into concise reports and driving key metrics. At his most recent role at Wells Fargo, he analyzed contact center operations using tools like Excel and Access to optimize resources and service level performance. Prior to that, during his time at United Airlines, he helped save the company $3.4 million by designing strategies to better manage staffing levels. He is skilled in tools like Microsoft Office, VBA, SQL, and has strong communication and problem solving abilities.

1. Duane M. Andersen
Pleasant Grove, Utah ● Cell: 832-493-3121 ● dm.andersen@att.net
www.linkedin.com/in/DuaneAndersenAnalyst
LEADERSHIP/ ANALYSIS
As an MBA graduate and with my background in business I have the ability to combine my business
knowledge and experience, analytical skills and communication skills to offer a well-rounded approach
to leading, problem solving and business process improvements.
With my experience in call center operations management I have proven my analytical skills,
compiling call center and agent data into concise reports for managers to act on. Through my sales
and quality assurance experience I have developed the ability to drive, track and improve key metrics
as well as coach agent and supervisors on achieving excellence on those key metrics. I am excellent
at quickly learning new technologies and processes and communicating with all levels of management
and non-management groups in an organization.
MAJOR ACCOMPLISHMENTS/AWARDS
 Helped Reservations division save approximately $3.4 million in 2014, working with Corporate
Reservations Operations to offer unpaid time off for call center workers during down times
 Designed new collection method for call survey report, with Survey Monkey as data collection
resource, adapted Excel Spreadsheet to organize data for management analysis making it
more efficient for our Quality Assurance group to collect agent metrics
 Developed Excel Spreadsheet to organize Foreign Language desk call data for management
analysis allowing them to pinpoint agent adherence and improve agent performance
 Promoted and implemented more visual approach to number analysis and reporting for daily
call center leadership meetings giving leadership better actionable information
 United 100 Peer Recognition Award - Cultivating management/agent relations
 United 100 2014 1st Quarter Peer Recognition Award - Cultivating management/agent
relations
 Wells Fargo Best Shot awards for supporting upgrade to Workforce Management software
 Wells Fargo Team Best Shot award – Supporting business partners reaching 85%+ service
level goals
KEY STRENGTHS
 Proficient in Microsoft Office products including Access, Beginning understanding of VBA and
SQL programming, Aspect Workforce Management, WebEx, Survey Monkey, PageMaker,
Pro-Tools,
 Ability to communicate well with all levels of company and management
 Ability to adapt to a fast paced, changing environment. Ability to quickly learn new
technologies and processes
 Strong time management skills, working well under pressure with limited supervision
 Ability to coach to Key Metrics for performance improvement
PROFESSIONAL EXPERIENCE
WELLS FARGO May 2015 – Present
Call Center Planning Analyst

2.  Analyzed aspects of contact center operations using Access/Excel to gather an organize data
 Optimize resources, recommend changes to increase capacity and Service Level performance
 Supported contact center responding to email, in-person, and instant message requests
 Uses advanced knowledge of Excel, VBA, Access, Data analysis to create automated
reporting systems that saved time in processing reports
 Produced training, meeting, and new hire schedule recommendations helping groups to
achieve service level goals
 Monitored real-time reports for agents out of adherence, contacted them to help keep
compliance
 Backed up support to other areas of Workforce Management including analysis and
recommendations for future business needs
UNITED AIRLINES, INC. Salt Lake City, UT 2000 – 2014
Reservations Operations Analyst (2011 – 2014)
 Analyzed/monitored Real-Time staffing levels, call volumes, phone lines, technology issues
 Ensured calls were answered within goal requirement on a monthly, daily and intra-day basis.
 Monitored Real Time to ensure employee schedule adherence
 Performed troubleshooting, trend analysis, reporting and documentation of system issues
 Made exceptions and management decisions regarding agent schedules, attendance issues;
answered agent questions on policy, equipment, and technology
 Ad-hoc tasks and projects as required
Quality Specialist / Reservations Sales Agent (2000-2011)
 Leveraged sales/customer service experience to manage and coach both agents and
supervisors, promoting excellence in personal and team performance
 Facilitated monthly supervisor meetings, including coordination and communications, tracking
and compiling meeting minutes and following-up on implementation as needed
 Administered call monitoring product ensuring call capture was working properly for coaching
 Evaluated agent’s calls and coached agents on performance guidelines helping increase
agent performance
 Developed materials and curriculum, conducted training sessions to assist local office with
quality monitoring ensuring agents were trained on quality guidelines
EDUCATION
Masters of Business Administration
Utah Valley University, Orem UT
Bachelor of Arts, Music
Brigham Young University, Provo, UT
Associates of Science, Recording Arts
Full Sail Real World Education, Orlando, FL
TRAINING/ SPECIAL SKILLS
7 Habits for Highly Effective People | Reservations Learning to Lead workshop | Behavioral Based
Interviewing | Writing Advantage | Creating a Winning Environment | Effective Presentations