Andrew W. Haupt - Ph: 801-803-3241 - Riverton, UT, 84096

E: andrew.w.haupt@gmail.com - www.linkedin.com/pub/andrew-haupt/66/746/518/

Summary

Talented Systems Trainer capable of creating and delivering excellent course material. Able to create and track progress of a variety of training initiatives. Studying several programming languages and looking to combine with 3 years of VB experience to get into tech field. Seeking entry level front end developer, intermediate data analyst or intermediate training position with excellent growth opportunities. Skills/Focuses include:

Project Management – Team Management – Data Analysis – VBA Scripting – Presentation – System Documentation – System Testing and Reporting – Basic Software Development Principles

Experience

Musician’s Friend / Guitar Center Contact Center - Draper, UT – 2009 to Present

Guitar Center, Inc. brands compromise the largest chain of musical instrument retailers and the largest collection of online musical instrument websites in the world. Two contact centers handle calls, chats and emails for all brands of the company. (www.musiciansfriend.com , www.guitarcenter.com , www.music123.com , www.wwbw.com )

Trainer – Feb. 2011 to Present - Planned and developed new training material for 2 to 4 week new hire onboarding from scratch and delivered content to both main contact centers and other company centers. Training included systems training and product training. Responsible for training several hundred people a year during seasonal holiday hiring.

·   Used knowledge of Visual Basic and Excel to create and train new enhanced procedures for several other departments in the company, including Quality Assurance, Auditing Reports, and Scheduling.

·   Won Innovator of the Year for 2013 for an automated emailing project involving Excel, Outlook and VBA. This allows us to reach thousands of customers a week regarding time-sensitive issues with minimal effort. End project included error handling and job batch reporting. Estimated efficiency increase of 40-60 times vs previous method.

·   Considered an Excel SME and leveraged to create numerous reports and analyze data.

Coach – March 2010 to Feb. 2011 - Heavily involved in the new hire onboarding process, including delivering all content, creating tests and tracking progress.

·   Taught in both classroom settings and one-on-one with agents to roll out new policies and procedures.

Quality Assurance – May 2009 to March 2010 – Listened to incoming calls and read email/chats and graded them against several key points. As sole night QA agent, had to be self-managing to achieve daily goals.

·   Worked with team leads regarding room for improvement with their agents

Telephone Service Representative – Feb 2009 to May 2009 - Took inbound phone calls for the Guitar Center brand and assisted customer with both sales and service inquiries.

Education

Bachelor of Science in Music Business (Magna cum Laude)

Winona State University - Winona, MN - Dec. 2005

 

Skills

Office Suite, Visual Basic (intermediate), PHP, JavaScript, HTML/CSS, Python, C# (Novice)