KEY SKILLS:

• Team Leadership Business & Technical Analysis User Experience Design
• Project Management Requirements Gathering & Grooming Customer Service
• Product Management Agile & Waterfall SDLC Methodologies Cloud Technologies
• Workforce Management Business Process Design & Improvement Call Center Technologies
• Financial Analysis & Budget Management IT Systems Architecture & Integration Contract & Vendor Management

SOFTWARE & TECHNOLOGY PROFICIENCY:

ACDs, APIs, Aspect WFM, Avaya, Calabrio WFM, Cisco UCCX, Cloud Security, Confluence, Databases, Genesys, GitHub, Google Analytics, Google Cloud Platform, HP ALM, IEX WFM, InVision WFM, IVRs, Jira, Microsoft Office, Microsoft Project, Nexidia, NICE, Nuance, PowerPoint, SaaS, Salesforce, ServiceNow, SharePoint, Siebel, SOX Compliance, SQL, Tableau, TCP/IP, Visio

PROFESSIONAL EXPERIENCE:

Lead Business Analyst

Confidential, Seattle, WA

Responsibilities:

• Create detailed process documentation to map existing sales workflows and design new frictionless automated solutions
• Lead a team of business analysts, user experience designers and Salesforce engineers to build an account management web portal for customers to view and modify their cloud security products and subscriptions with minimal human intervention
• Create low level UI wireframes and detailed user stories to ensure that the engineering team has clear requirements
• Function as Product Owner working closely with the Scrum Master to manage release delivery scope and sprint planning

Lead IT Business Analyst

Confidential, Bellevue, WA

Responsibilities:

• Led a team of IT business analysts in the design and deployment of various SAP - integrated customer interface systems including IVR, speech analytics, web portal, mobile app and more
• Worked closely with project stakeholders and SMEs to document use cases, design specifications and requirements
• Managed numerous vendor RFI processes and led stakeholders in the evaluation and scoring of proposed solutions

Project Manager

Confidential, Seattle, WA

Responsibilities:

• Partnered with Google to build cloud-based scientific software systems and provide the cancer research community with secure access to large genomic and clinical datasets
• Managed a team of software engineers and research scientists using blended Agile methodologies and software development tools such as GitHub and Smartsheet
• Guided multiple large and ongoing implementation cycles including complex cloud-hosted dataset deployments, secure APIs, an interactive web-based application for data visualization and more
• Continuously worked with government information security experts to identify risks, propose contingency plans and develop risk management tactics
• Ensured effective communication and decision-making among project leaders and stakeholders
• Maintained clear financial strategies and project plans
• Worked with the National Cancer Institute to define project expectations and developed methods for measuring and reporting on operational and financial performance

Senior IT Consultant

Confidential, Oakland, CA

Responsibilities:

• Provided project leadership support during multiple call center IT infrastructure upgrades including IVR and WFM system design and configuration, CRM database upgrades, ETL migrations and more
• Owned all Aspect WFM system integration work (eWFM, RTA, Empower) for PeopleSoft, OpsTel, Kronos, Cisco, Genesys and NICE
• Provided business leaders with application training and general workforce management concept expertise including labor forecasting, employee scheduling, benefits management, attendance management and Aspect WFM custom reporting

Senior Analyst

Confidential, Bellevue, WA

Responsibilities:

• Owned all workload forecasting, workforce capacity planning and operational cost inputs into financial planning for Confidential ’s Lodging Support Operations organization including four customer contact and support centers in North America, Europe and Asia
• Hired, trained and coached junior forecasting and scheduling analysts
• Continuously worked with diverse organizations and vendors to analyze support processes and recommend changes for improving service quality and operational efficiency
• Managed multiple large product launches and process change initiatives, ensuring that core tasks such as employee training and customer notification campaigns were completed as efficiently and effectively as possible

Resource Planning Analyst

Confidential, Seattle, WA

Responsibilities:

• Created and maintained detailed business process documentation for three customer support teams with interconnected contact paths and support scopes
• Led workflow analysis sessions with support team leaders to optimize workload distribution and personnel scheduling processes
• Implemented new process changes in three phases which increased customer satisfaction survey scores and reduced overall support staff requirements by more than 25% before the end of my first year
• Owned all aspects of workload forecasting and personnel scheduling with a focus on balancing business needs with individual employee satisfaction
• Served as an adviser to the executive team providing operational insights and business intelligence during strategy and planning discussions

Customer Relations Manager

Confidential, Seattle, WA

Responsibilities:

• Responsible for the hiring, development and management of all leadership and support personnel in two international customer service centers
• Continuously ensured that customer support quality targets were met and defined training needs based on support quality evaluation data and new product support scopes
• Participated in the development, deployment and marketing of innovative mobile media products and services including IVR chat systems, SMS chat services and SMS text to television overlay platforms

Operations Analyst

Confidential, Kirkland, WA

Responsibilities:

• Led a small team of call center analysts to manage staff levels of a 400+ person call center ensuring that service level goals and efficiency targets were met
• Functioned as a member of multiple client WFM teams (Verizon, T-Mobile, Cingular) and adapted to each client’s unique service objectives resulting in successful, long-term partnerships
• Created, documented and implemented Operations Department business practices during a period of rapid growth
• Served as primary application administrator for all ACD and WFM systems
• Produced reports, presentations and action plans as requested by clients
• Continuously identified and implemented process improvements to reduce operational expense and increase customer satisfaction