SUMMARY:

• 12 years of Business Process Analyst experience engaging project stakeholders and end users to enable Knowledge Management by identifying the true business needs.
• First, by developingthe desired business processes, using data to identify problems and measure success; and second, by solutioning the most cost - TEMPeffective way to improve stakeholders’ situations.
• Frequently valued as a liaison between stakeholders/end users and IT resources to configure/execute the solution, provide user, and support future phases.

TECHNICAL SKILLS:

• SharePoint Site Administration
• Process Improvement
• Six Sigma Black Belt
• Petrochemical Plant Operations
• Branch Management
• Business Owner
• Team Lead
• Compliance
• Change Management Approvals
• Major Project Areas:
• IT Processes
• Knowledge Management Portals
• Customer Relationship Management (CRM)
• Call Center
• Sales Lead Management
• Aviation Scheduling
• Energy Savings

PROFESSIONAL EXPERIENCE:

Confidential

Senior Business Process Analyst/SharePoint Site Administrator

Responsibilities:

• Developed Aviation Trip Request Form that decreased trip preparation time by 75%
• Identified $13K in overlooked annual employee payroll parking deductions owed to Williams
• Developed Call Center solution which resulted in enough efficiency to eliminate the replacement of a contract employee who had left the company saving over $36K/year
• Identified Markview Accounts Payable system configuration that was allowing duplicate Vendor payments
• Created SharePoint Vendor Reconciliation/Dispute Solution after discovery of $1,870 duplicate monthly payment
• Authored Business Case to shut down failing BPM application resulting in over $100K savings
• Saved the expense of 200 contractor hours by recommending not to implement wat would become a high-maintenance solution
• Reduced SOX reporting costs by 22 Contractor hours/week and Improved Final Reporting Time by 2 hours/week
• Saved $40K on BPM Helpful Tools collaboration, utilizing resources already owned
• Identified severe Secure Data Vault failure and initiated system review to protect Executive-level Information
• Developed the Self-Service Room Reservations Tool, now utilized for over 55% of room reservations
• Developed SharePoint 2013 Visio Process Mapping Solution to track Roles, Activities and Systems
• Developed Call Center Calendar which later served as the primary system during a problematic upgrade
• Decreased BPM website outage from over 45 hours in 2006, to 5 hours in 2009, and to 0 hours in 2012
• Developed LDRPS Disaster Recovery Plan for a service area
• Authored Williams's first System Implementation checklist to enable stakeholder awareness
• Responded to 6 internal FERC inquiries successfully, minimizing further project resource usage/delays

Confidential

Responsibilities:

• Originated and implemented Internet Sales Lead Response System wif revenue recovery savings over $3,000,000/year, wif only an initial cost of $20,000: 19 hours average response time decreased to less than 6 minutes.
• Saved 4,100 customers due to be canceled by correcting inaccurate CRM “60-90 day overdue” status
• Saved $300,000/year by developing and managing project that reduced servicing of canceled customers
• Increased Sales Lead Closing % by developing CRM process that utilized Sales and CRM data to support redistribution of Leads to higher Closing % Sales staff

Confidential

Branch Manager

Responsibilities:

• Increased Branch Sales by 19% over prior year, Operating Profit Margin to 22%
• Decreased Annual Branch Employee turnover by over 20%; Customer Cancel rate by 7%
• Utilized CRM data to build Business Case that reallocated $190,000 in advertising dollars to higher Sales Closing % zip codes
• Reduced Annual Branch Customer Damage Claim costs by over $30,000/year by eliminating sole provider agreement