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Business Process Analyst  Resume

Golden Valley, Mn


Innovative, passionate, forward - thinking professional with a proven track record of achievement and demonstrated success delivering the highest standards of excellence across various areas including: technical product development and management, customer care & retention, business operations, program/project management, and escalations/trouble resolution science for start-up, turnaround and high-growth organizations. Able to identify business opportunities and leverage competencies to drive growth, reduce costs, improve market positioning and strengthen bottom-line financial performance. Decisive, detailed solutions-focused professional exemplifying strong leadership, communication, negotiation, creative and analytical skills.


  • Technical Product Development and Management, Customer Care, Retention, & Operations Professional Product Development and Management
  • Project Mgmt.
  • Process Improvement
  • Policy Development
  • Curriculum Training & Development
  • Vendor Management
  • Customer Service
  • Issue Discovery & Resolution
  • Risk Analysis/Forecasting
  • System Integration Management
  • Product Development
  • CRM Analytics
  • M&A Integration


Metaswitch and Nortel CS2K: CO Class usage and development partitioned for hosted productization

ACD: Mitel, Aspect, Rockwell, Siemens, Cisco, Nortel

Other Telecommunications: (PBX, Key and Hybrid) Metaswitch Networks, Mitel, Nortel, Siemens, Nitsuko

VoIP: Cisco, Nortel MCS5200, Siemens, Nortel CO class CS2K

CRM: Clarify, Siebel, Metrix, SFDC

IVR: All associated with above ACD s and the IVB portfolio, including Speechworks and Nuance

QM: Nice, Comverse, Witness

WFM: TCS (Aspect s eWorkforce), Blue Pumpkin, IEX

Other: Lotus, Word Perfect, Lawson, PowerPoint

Microsoft Office: Excel, Word, Visio, Sharepoint, and OneNote


Confidential, GOLDEN VALLEY, MN

Business Process Analyst


  • Customer Portal and VoIP Product Manager and Develop Core Team Principal.
  • Daily meeting chair and participant in Agile Iteration and Six Sigma Lean development methodologies
  • Work with cross functional teams to produce the necessary deliverables for the successful delivery of new Salesforce.com releases and enhancements.
  • Deliverables include technical documentation for all applicable CRM systems, product training, asset management, recovery, valuation, and reporting, product catalog architecture, and trouble ticketing concerns.
  • Responsible for maintaining the user integrity of several disparate systems for more than 200 users using an internal customer advocacy methodology while working closely with corporate I.T. resources.
  • Responsible for all Operating Market Area’s curriculum development, training delivery and measurement. Track all certifications and plan, execute, and measure new hire on-boarding processes.

Manager of Strategic Accounts



  • High-profile Manager charged with strategic business planning, reporting and analytics, budgeting, headcount management, customer satisfaction and retention, service delivery and installation, and overall departmental success.
  • Managed a team of eleven professionals as the one stop for all products and services related issues installed in the V.I.P. and Enterprise accounts of the Confidential Operations Area embedded account base.
  • Our goal is delivery of excellence in customer care through consultative methodology acting as liaison between our clients and the Confidential support teams.

Confidential, Seattle, WA

General Manager


  • Managed the daily activities of 11 Field Engineers and 6 Customer Consultants.
  • Maintained a customer base of over 10,000 lines with less than 5% attrition for three years. Exceeded all COGS reduction goals with an annualized redundant circuit cost saving of $100,000 2 years in a row.
  • Managed a complex switch room flood insurance claim winning over $100,000 in damages. Developed many Property Management, Vendor, and Sub-contractor relationships helping to find new opportunities.

Confidential, Rochester, NY

Director of Operations


  • Managed the daily activities of a busy NOC and COC environment servicing the B2B telecommunications needs of our customers in all 50 states.
  • Managed the vendor relationships with all product partners.
  • Managed over 100 Sub-contractor relationships and contracts.
  • Responsible for the monthly attainment of $250K in demand service and net new MAC billing. Responsible for the fleet and facilities management in NY, CT, MA, MI and IL.
  • Motivated 3 teams of service center employees covering 7X24 shift work.

Confidential, Houston, TX

Director of Telesales Operations


  • Managed the daily activities of three outbound retention account management contracted contact centers with 700 CRM agents.
  • Internal and external analyses reporting for all P&L, Operational strategies, and client compliance.

Confidential, Columbus, OH

Sales Account Executive


  • Consultative selling to Fortune 1000 enterprise accounts emphasizing the development of business cases and ROI analyses to sell improved Contact Center technology and applications.

Confidential, Columbus, OH

Principal Managing Consultant


  • Analyzed the Process and Organizational current state of an International Retention and New Sales Retail client.
  • Conducted intense call center studies including the gathering of 500 timed customer contacts and the development of the business case to prove the need for an integrated desktop solution.
  • Participated in the vendor selection and assisted the client through the design process.
  • Scheduled and facilitated 6 weeks of client input sessions.
  • Developed and maintained close client stakeholder relations to insure the success of the project.
  • My role was to develop the training and site readiness for the remote client installation sites.

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