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BusinessOperationsAnalyst
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Degrees
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Wealth of experience
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My Expert Service
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As a current Business Operations Analyst for a major business process outsourcer and with a seasoned career in the industry, I possess a wealth of information that would prove useful to any organization.
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Experience & Qualifications
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--Motivating personable leader who implements effective resourceful systems through intuitive analysis, successful team strategies and intelligent technology deployment.
--Current Business Operations Analyst for a major business process outsourcer with a seasoned career in the industry reporting to senior management including corporate Director of Operations, Vice President of Client Operations and Results, Chief Technology Officer and CEO.
--Broad spectrum of experience in dynamic system-building from flexible database warehouse implementation to successful corporate-wide strategic analysis.
--Motivated to deliver powerful resourceful results in high-pressure situations by combining strong creative acumen with highly developed analytical and intuitive abilities.
--Responsible for corporate-wide data reporting and analysis solutions including object-level scorecarding and strategic enterprise-level analysis,.
--Previously, as a Central Operations Coordinator, utilized solid analytic and experiential system-building strategies to assist in the launch of new central operations department that monitored the customer contact representatives of nearly forty different client applications.
--Designed/implemented reporting engine to facilitate the collection of data across multiple platforms and the delivery of timely accurate updates including blackberry-friendly reports, client-specific reports and strategic internal metrics. Enhanced team productivity by implementing automatic distribution and data collection systems as well as error-checking features and action advisory updates (with intuitive metrics analysis and client-specific regulations guidance).
--Created forecast models for various clients with scheduling/forecasting manager
--Previously, as a Workforce Analyst, managed real-time operations of major logistics company's customer service site with over seven hundred CSR’s including Strategic Accounts.
--Achieved maximum site profitability and client satisfaction by exceeding operations goals. Created value for client by forecasting call volumes and aligning CSR activities, cutting unproductive CSR time wherever it existed.
-- Motivated client to alter ineffective call streams by researching possibility of achieving service level per interval as it relates to call volume and after call work in the strategic departments.
--Successfully delivered service goals even when call volumes exceeded forecast by 190%.
--Eliminated operational inefficiency that was seriously jeopardizing client satisfaction by creating Excel/Visual Basic solution that compared data from IEX to that in CMS.
--Created web-based software solution including end user documentation and PowerPoint presentation to process agent time off requests
--Previously, as Operations Command Specialist managed real-time operations for major logistics company’s customer service site including Billing, Customer Service Tracking, and Universal Agents
-- Motivated senior management to eliminate flawed workforce processes resulting in more accurate call flow predictions and more efficient staffing
--Administered Myers-Briggs-style personality testing to achieve cohesive team performance
--Team recognized by client for administering site’s most successful high-volume season in memory
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Available Modes Of Communication
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email/chat
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Contact
BusinessOperationsAnalyst
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