Business Analyst Resume Profile Meriden - Hire IT People

Professional Experience

Confidential

Operations Analyst II

Monitor the daily operations of a multi channel service center, with daily volumes of 30,000 calls, ensuring calls and work load are routed to multiple Contact Centers in various time zones to meet or exceed service level objectives.
Foster relationships with vendors to ensure compliance with policy and procedures that resulted in meeting SLA's and maintaining a positive experience for internal and external customers.
Provided insight and recommendations to the Telecom, and project management teams in the Skill Consolidation Project, saving 300,000 in costs, and creating a more efficient call routing process.
Manage contact center resources, optimizing schedules to meet a SLA of 80 , while avoiding increased use of overtime budget.
Implemented department-wide Policy and Procedure Guide resulting in a 25 reduction of time dedicated to identifying and managing real time inquiries presented by colleagues.
Reduced overtime hours by 20 through resource optimization.
Headed the Agent Re-identification Project, streamlining the identification process correlating over 150 agents and their skills.
Collaborate with Telecom, IVR, Production Support, and Helpdesk groups in troubleshooting complex technical issues reported by staff, resulting in timely resolution.
Train individual team members on policy, procedures, and technologies essential to the departments' growth.

Business Analyst

Contributed to key decision points in launching Intelligent Call Management initiative.
Administered reporting including trend analysis, service level performance, colleague attrition, and solutions planning facilitated meetings with senior management, and forecasting team to provide insight and recommendations for performance improvement and customer experience across multiple sites.
Increased customer satisfaction through introduction of the Language Interpreter Line, eliminating business need to hire eight new bilingual specialists, resulting in company savings.
Assisted Telecom, Engineering, and Project leads on Impact 360 Recording System implementation, producing a more manageable process of quality assurance.
Collaborated with Facilities Management in a successful floor wide seating reorganization initiative, involving the relocation of over 200 phone specialists to new workstations before target date, while avoiding disruption to customer servicing.

Customer Service Representative

Responded to customer inquiries and concerns, mitigating escalations to management team.
Provided counsel to peers to ensure all team members achieved sales and quality goals.
Participated in pilot programs to test new products and systems prior to company-wide roll out.
Assisted learning and development team with new hire customer service training to formulate classroom curriculum.

Confidential

Cashier

Operated cash registers to process multiple secured payment options, adhering reconciliation system to avoid errors, while maintaining positive results for customers.
Responsible for product stock duties, meeting company's standard of visual arrangement.
Managed gas station operations, ensuring all gas pumps operated properly to maintain sufficient stream of traffic.