Dialer Analyst Resume

SUMMARY:

Innate talent for leveraging technology and automation wif MS Access and MS Excel to eliminate inefficiencies and optimize operations.
Systems analyst wif 13 years of experience supporting outbound dialer technology.
Superior skills in translating complex and abstract ideas into sound, easily understood solutions.
Diagnostic information Gathering
Ability to Develop Technical Solutions to Highly Complex Problems
Relational Database Management
Project Management and Delivery

TECHNICAL SKILLS:

Proficient: MS Access, MS Excel, VBA, Avaya Proactive Contact Dialer, OnQ (Nobel)

Intermediate: HTML, CSS, Javascript, Visual Studio/ VB.Net, SQL, Aspect Dialer, Adobe Photoshop, Adobe Premiere, Crystal Reports

PROFESSIONAL EXPERIENCE:

Confidential

Dialer Analyst

Responsibilities:

Created and deployed MS Access Databases for teh purposes of Reporting, Tracking Hours and other Exceptions, Email Alerts, Dashboards, Data Entry, Dialer List Generation, and Data Retention.
Streamlined all MS Excel reports for team wif MS Access, saved dozens of hours a week spent on manual process.
Reviewed reporting and analyzed data to identify and improve operational inefficiencies.
Developed reporting process through MS Access using complex queries and code to generate over 100 elegantly - formatted MS Excel reports.
Created Data Retention warehouse of MS Access databases containing Call History, along wif a user-friendly Call History lookup, saving teh company thousands that were going to be spent on an external vendor.
Accountable for implementing and monitoring dialer campaigns for outbound telemarking and collections departments wifin teh Education Sector.
Troubleshot technical issues relating to teh dialer.
Developed and implemented UAT testing plans for upgrades to related Dialer Applications.
Responsible for teh daily maintenance of dozens of MS Access Databases wifin our team

Confidential

Senior Analyst/ Dialer Analyst / Collections Analyst/ System Administrator

Responsibilities:

Awarded Saks Incorporated’s 2005 President’s Award in recognition for teh design of a vb.NET application, which increased web order sales.
Created and maintained productivity, financial, risk, fraud, and collection reports for various levels of management and staff, in two corporate offices.
Utilized Crystal Reports, Visual Studio, SQL queries, MS Excel VBA and ACL (auditing tool) to obtain information from various databases: MS SQL server, MS Access, and Sybase server.
Wrote multiple scripts in MS Excel VBA to replace manual reports.
Designed Excel VBA’s that interfaced wif company mainframe to retrieve data for standardized reports.
Produced complex queries wif SQL in VB.NET/ Visual Studio to retrieve data from SQL Server database for web order reports, ad-hoc queries.
Planned and built front-end user application, wif VB.NET for windows, that was utilized by teh staff to review and tag suspended web orders - process saved 4% of web order sales.
Designed and maintained database in Microsoft Access for teh fraud department that tracked fraud claims in a more efficient process.
Enhanced company-wide manual customer letter system into more automated process using Excel/ VBA. Co-created Aspect (Magellan) call center screens for inbound/ outbound service calls.
Created reports to analyze collection agents’ performance on dialer and campaign penetration/ effectiveness utilizing Crystal Reports and Microsoft Excel
Developed inbound/ outbound call screens for collection agents/ customer service reps. (Aspect - Magellan software certified)
Responsible for supporting and maintaining servers and PC’s for approximately 50 employees
Performed hardware and software troubleshooting, applying operating system updates, patches, and configuration changes.
Installed and configured new hardware and software, to respond to service outages and other problems. Answered technical queries; performed backups; performed regular inventories of PC-related equipment; ordered supplies for all PC-related equipment: printers, toner, paper, etc.

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