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Work Portfolio Created By Sam Landers

All files and reports can be available on request. Please be aware some may be edited or

altered to hide sensitive information.

Work Samples Using Google Sheets and

Microsoft Excel

Onboarding QA Report

This is the onboarding QA report that I have created. The great part about this report is that everything

is automated and no manual editing is needed. Once an agent completes a QA test, the results will be

automatically sent to this report. All stat tracking is also automated and is handled through queries and

formulas.

Here is a sample QA Test that I have created:

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Results will be get sent to a Google Sheet:

These results are then transferred to the QA Report strictly by formulas. From here I would use Google

Query Language to then show only the results I wanted to see.

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Here is the main QA Report page. This page shows the daily, monthly, and overall average for QA

scores:

Another Summary Page to show change by month:

One more summary page showing average score by agent and not process:

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Here is a sample of the daily QA report showing the scores and test results for a case type:

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New Process Error Tracking Database

Google Form to Document Errors

Here is a sample of the Q2C Error Report; this was created through Google Forms:

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Errors Database Created

The Results will be sent to a Google Sheet:

From this data I created a Database to easily error results:

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Google Query Language used for this database. I used IF functions to determine which queries to run.

Error Totals and Shipping Upgrade Cost Tracking Sheet

On top of the database, I created secondary sheets to show totals errors and cost to the company due to

shipping errors. In addition to upgraded shipment totals, a visual error total is shown to the left side of

the sheet. All these results will automatically update once the an error form is submitted:

Google Query used for the report, here I used multiple IF functions to determine which results to show:

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Duplicate Order Query Sheet

This is a sheet that I created to track duplicate shipments that were being created incorrectly. All these

results are based off the form response shown above, which again is done automatically through queries

and formulas.

Google Query used for the report, here I used multiple IF functions to determine which results to show:

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Phone Inventory Report

I also created a Phone Inventory Report that relied heavily on Vlookup. Below is a sample of the report.

You will see four columns next to the phone type, which are Total purchased by week and month,

current inventory, and restocking date.

Our company uses a third party to ship our phones to our customer, so we have to pull the all phone

inventory and sales numbers from that company’s web site. To get this information we would use three

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different reports. I then had to devise a way to bring together three different reports together into one

readable document.

The solution was to have three sheets in the Microsoft Excel spreadsheet and place the reports on these

three sheets. I would then have the main page; using vlookup, to pull the results from these three

different reports.

Please let me know if you would like a copy of this file, I can provide if necessary.

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Needs Attention Cases Report

With my current position as an Onboarding Analyst, I am the contact point for our offshore team.

Whenever this team runs into issue or problems that they are unable to complete, they will leave the

case status as “Needs Attention” in Salesforce. This way I will get the case and be able solve the issue.

However, it is important to track these issues so that we can either prevent this issue in the future or

create a work around.

Here is the basic view of the Needs Attention Report I use daily:

The Picture above is a sheet I created that allows me to count the issues I see daily. Also note that the

sheet tracks total errors per day, total errors by type and average per day. I also have a different sheet

for the different case types I see, for the example shown above the case type is DID Fulfillment Cases.

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Here is the Totals Summary page for all Needs Attention cases, which shows totals by case type and

date.

This sheet also uses a Google Query based of IF statements to help determine which results to show.

This sheet is helpful in allowing me see holes or weaknesses in our process and possibly helping

establish which processes need refining for our off shore team.

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Phone Inventory Guide

This is a product catalog that I have created for our team to allow easy access to Phone Model Numbers

and prices. They drop downs shown above are based on the choices you select. The agent using this file

will have to select both the phone manufacturer and model type. The sheet in return will show price,

model number, and phones power supply model number.

Here is the guide in use:

This file can also be provided if requested.