Objective

Creative professional with unique combination of expertise in call center experience including team lead, business analyst, and project management roles. Strong ability to produce outstanding results in a fast-paced, deadline-driven environment. A flexible team player and forward thinker seeking a full-time Business Analyst role.

Experience

Confidential

Business Analyst

Provide technical support to over 150 insurance contact center experts. Trouble-shoot system errors and outages. Identify opportunities for system enhancement and improvement. Directed, negotiated, managed and completed multiple high-level projects with respect to time, budget, scope, change, risk and resources.

Key Accomplishments:

• Lead projects including System Analysis Development, System Testing Debugging, Underwriting Rate Pursuit, and Business Process Analysis.
• Direct and oversee process and procedures to ensure quality and productivity standards are met.
• Nurture relationships with project sponsors as well as business executives.
• Developed efficiency standards for back office paper unit. Managed qualitativeand quantitative data provided by employees.
• Conducted manual test simulations across multiple end user with varying levels of security clearance with the purpose of identifying errors and issues in the primary ordering software New Policy System NPS .
• Conducted system automation test on primary document storage software Confidential with the purpose of ensuring legal and compliant documents were generated, delivered and received.
• Collected, delivered and presented testing results to various business groups for review and handling including project managers, software developers, legal, state regulatory agencies and vendors.

Confidential

Sales Supervisor

Managed team of 15 sales associates. Maintained and improved call center operations by monitoring system performance, identifying and correcting problems, preparing and delivering action plans and conducting audits.

Key Accomplishments:

• Coached group of 15 sales associates to achieve sales goals.
• Increased mobility sales from 12 to 43 per representative.
• Developed sales strategy process and performance audit form to more accurately identify opportunities for improvement.

Confidential

Direct Sales Representative

In-bound sales of Private Auto and Specialty policies.Provided quoting/troubleshooting support to agents. Answered incoming underwriting and billing calls from direct customers and agents.

Key Accomplishments:

• Recognized as MVP performer for Mentor Site, which is top 3 performance throughout the Confidential year.
• Consistently exceeded sales goals set by senior management.
• Coordinated and implemented sales strategy workshops to enhance performance.
• Lead pilot projects including new product and system implementation.

Confidential

Owner/Operator Opened and designed franchise location of Confidential native coffee house. Responsible for budgeting, cost control, payroll, general accounting, and full profit loss ratio management. Developed marketing campaigns to increase visibility of restaurant analyzed market demographics, defined the target market, and determined advertising placement. Planned menus, estimated food beverage costs, and purchased inventory. Recruited, hired, supervised, trained, and scheduled staff of six employees.

Key Accomplishments:

• Created new business through community involvement and active public relations including sponsorship to annual events JohnnyCake Run and donations to various Confidential funded raffles.
• Member of the Confidential Community Economic Growth Committee.

Confidential

Systems Analyst

Developed and executed sales strategy programs to achieve sales goals set by Director. Negotiated system enhancements and improvements with software vendors. Facilitated state regulation audits for compliance. Data mining, storage and query statistical logic for productivity tracking.

Key Accomplishments:

• Co-developed efficiency standards used for order processing.
• Reported audits directly to Public Utilities Commission for Ohio, Indiana, Illinois, Michigan and Wisconsin for compliance.
• Developed call library database used for training and coaching.
• Built productivity database.
• Developed departmental performance metrics.
• Conducted manual tests on primary ordering tool ESON with the purpose of detecting errors with pricing rules.
• Conducted algorithmic automated tests for regulatory audits using parameters set by state utilities commission office.

Confidential

Sales Associate

In-bound sales of telecommunications products and services to small business markets.Established and identified needs using elite sales strategy. Negotiated contractual agreements with existing and new clients.

Key Accomplishments:

• Consistently met sales goals set by management.
• Entered role of service lead while in initial training.
• Recognized as sales leader with results in top 5 in overall revenue.
• Promoted to Systems Analyst

Computer Skills

• Proficient in Microsoft Suite Word, Excel, Access, Outlook, PowerPoint, SQL , CRM systems, and proprietary call center systems.Additional familiarity with PeopleSoft, Workday, NICE, ADP, Taleo, and Oracle.
• Extensive experience in Mac OS and iOS applications including all versions of OS X and iOS mobile device root systems.