SUMMARY:

• Proficient with the use of various software applications including but not limited to: SAP, Microsoft Office Suite, IBM Lotus Notes, Right Now Iris, Siebel, PKI, Outlook., Trapeze Pass, Envision Quality Monitoring, Nice Quality Monitoring, PeopleSoft, Netscape Time Center, Blue Pumpkin Software’s Primetime Workforce Management solution, MaxStar, Comprehensive Work Opportunity Support System (CWOSS), Microsoft Symposium Web Client, Disability Control File (DCF), Cisco Any Connect Secure Mobility, VMware Horizon View Client, Verint Impact 360, Master Patient Index (MPI), Cisco Admin Portal, Citrix Go To Assist Expert, Active Directory, and Oracle OBI Tool.
• Strong verbal and written communications skills with the ability to work with diverse groups of people at all levels to accomplish organizational goals.

EXPERIENCE

Business Systems Analyst 

Confidential

• Support the United States House of Representatives contract.
• Defines application problem by conferring with clients; evaluating procedures and processes.
• Develops solution by preparing and evaluating alternative workflow solutions.
• Controls solution by establishing specifications; coordinating production with programmers.
• Validates results by testing programs.
• Provides references by writing desktop procedures and work flow instructions documentation.
• Maintain Active Directory create accounts, delete, enable, disable, and name changes
• Remote into computer or Android to resolve or capture issue.
• Liaising extensively with external and internal clients
• Analyzing clients' existing systems and business models
• Mapping and documenting interfaces between legacy and new systems
• Understanding software development lifecycle
• Translating client requirements into highly specified project briefs
• Identifying options for potential solutions and assessing them for both technical and business suitability
• Conducting requirements analysis and preparing specific proposals for modified or replacement systems
• Developing solutions and related products
• Producing project practicality and costings reports
• Presenting proposals to clients
• Working closely with colleagues, developers, testers and a variety of end users to ensure technical compatibility and user satisfaction
• Ensuring that budgets are adhered to and deadlines met
• Drawing up, supervising and documenting testing schedule for complete system
• Overseeing implementation of a new system including data migration
• Supporting users on change control and system updates
• Providing training and user manuals to users of a new system

Quality analyst

Confidential

• Worked with Help Desk management to ensure that all processes within TSA Shared Service Center Help Desk operations were followed according to the Standard Operating Procedures
• Worked closely with Stakeholders, all levels of personnel within Customer Support, functional departments, programs, and government personnel to ensure HR Access exhibited outstanding service in all customer interactions through regular feedback sessions with TSA.
• Worked with all areas of the organization to ensure compliance of quality control standards and there was a clear understanding of the commitment to the quality principles.
• Confirmed accuracy and integrity of all data entered in HR systems and databases assured information was available on a timely basis.
• Provided data from audits for internal and external request by observing live and recorded telephone calls, audit service requests that may or may not have screen capture or voice capture and reported the quality of interaction based on the documentation and accuracy of response.
• Executed group data updates, exports, imports, clean - ups and researched/reports on any data discrepancies.
• Performed analyses and prepared reports to validate process /service improvement or recommendations
• Created, modified and delivered routine daily/weekly/monthly reporting and responds to basic and intermediate data requests
• Conducted data analysis for accuracy on HR data issues such as payroll discrepancies, compensation, classification, recruitment, hiring, employment, retirement, employee relations and/or benefits data, as directed.
• Supported and maintained maintenance of users accounts including account creation, troubleshooting issues and password resets using NICE 3.1/ 4.1
• Worked closely with Workforce management using Verint Impact 360 solution to ensure CSRs are adhering to the Shared Service Center Help Desk standards and policies.
• Coordinated and facilitated calibration sessions for HD staff.

Lead Help Desk Analyst  

Confidential

• Experienced working in a fast paced help desk/customer support center triaged customer requests to determine next step, providing customer support via PKI, Outlook & Iris Right Now email response and phone for VA POCs and veterans.
• Trouble shoot and detected application errors using MPI, Cisco Admin Portal, & OBI Oracle reported issues to developers
• Provided follow-up to ensure issue was resolved and customer was satisfied.
• Performed daily Operations test and provide weekly operations reports using Microsoft Office Suite
• Provided analytical support and process/service improvement recommendations
• Developed Frequently Asked Questions & scripts for approval and implementation
• Assisted and provided input in application upgrades
• Maintained maintenance of user account including account creation, troubleshooting issues and password resets using Cisco Admin Portal & OBI Oracle
• Created Data Base to store POCs and nature of inquire to analyze
• Provided support to over 1 million VA Veterans Myheathevet account holders

Call Center Supervisor 

Confidential

• Supervised 42 ticket service coordinators in the call center that provided Operations Support Case Management for the Social Security Administration (Ticket to Work Self -Sufficiency Program) contract.
• Reviewed, prepared, and assisted with preparation of Preventive Action Report, Corrective Action Report, Standard Operating Procedures, monthly report, correspondences, and memorandums using Microsoft Office Suite.
• Supervised day-to-day updating of the project Maxstar database & SSA CWOSS by the Ticket Service Coordinators (TSCs).
• Forecast and analyzed reports using PeopleSoft Enterprise Absence to make operational scheduling changes.
• Developed and implemented performance evaluations and standards for Call Center functions.
• Wrote and conduct performance evaluations
• Helped obtain ISO 9000 certification
• Organized and reported the distribution of mail data batches to be processed via IBM Lotus Notes email, fax, data entry, printed, scanned, photocopied, or mailed
• Completed and submitted, Nice Quality-Monitoring review of calls, electronic mail inquiries responses, mail batches, and data entry activities in Maxstar
• Managed the review of Individual Work Plans (IWPs) submitted by Employment Networks (ENs) and SSA-1365s (IPE’s) submitted by State Vocational Rehabilitation (VR) agencies.
• Assisted with monthly report preparation.
• Conducted weekly performance coach and counsel to TSCs who are not meeting performance standards.
• Submitted Time Sheets using People Soft Netscape Time Center and Employee Separation Notices to Human Resources
• Attended and facilitated calibration sessions for call center staff.
• Planned, organized and coordinated job fairs
• Interviewed qualified applicants to fill open positions from employment websites
• Handled escalated calls with customers
• Assisted staff members with difficult telephone calls that required investigation
• Followed up with SSA to get case discrepancies resolved.
• Followed up on customer inquiries not immediately resolved

Call Center Manager/ Lead Supervisor 

Confidential

• Managed 45 reservations, 2 supervisors, 1 quality assurance supervisor, & dispatch agents in the call center for the Washington Metropolitan Area Transit Authority ( Confidential ) contract.
• Reviewed, prepared, and assisted with preparation of reports, correspondences, and memorandums utilizing Microsoft Office Suite
• Utilized PeopleSoft Enterprise Time and Labor forecast to ensure an efficient work schedule to ensure all calls were handled within goal parameters
• Analyzed reports from Cisco Call Manager Express to make operational scheduling changes
• Managed annual budget for reservation department to ensure budgeted guidelines were maintained.
• Completed and submitted Envision Quality Monitoring and daily attendance reports.
• Ensured that on 10% of calls are evaluated daily for quality
• Wrote and conducted performance evaluations & SOP’s.
• Coached and counseled agents who are not meeting standards on performance evaluations for Call Center functions
• Approved timesheets completed and submitted Pay Roll Change Notices (PCNs) and Employee Separation Notices (ESNs) to Human Resources
• Interviewed qualified applicants to fill open positions.
• Followed up on customer inquiries not immediately resolved.
• Handled escalated calls with customers to discuss concerns and complaints

Call Center Quality Analyst  

Confidential

• Evaluated 45 reservations agents in the call center for the Washington Metropolitan Area Transit Authority ( Confidential ) contract and provided trend data to site management team
• Ensured that on 10% of calls were evaluated daily for quality
• Analyzed agent productivity to ensure they meet contractual standards
• Coached and counseled agents who were not meeting standards
• Followed up on agent’s inquiries about their productivity daily
• Completed and submitted envision quality monitoring reports to management
• Participated in design of call monitoring formatting and quality standards
• Participated in customer and client forums and programs to identify customer needs and expectations.
• Provided actionable data to various internal support groups as needed
• Coordinated and facilitated calibration sessions for call center staff.