SUMMARY:

• Results oriented professional with over seven years of cross - functional experience in top Five-Hundred Companies.
• Proven track record of research and analyze data to increase productivity, ability to assess operational needs quickly, build teams, improve processes and operations by providing proper by creating a positive performance management driven environment.

AREAS OF EXPERTISE INCLUDE:

• Operational analysis
• Project Management
• People Development
• New Process and Product Implementation

WORK HISTORY:

Quality Assurance Monitoring Specialist

Confidential, Louisville, KY

Responsibilities:

• Identify data trends, develop programs to solve problems and assist in presenting and implementing recommendations and solutions.
• Enthusiastically manage the development of teams:
• Work in partnership with supervisors of various departments to provide continuous support to improve performance metric’s
• Analyze, reconcile and prepare daily, monthly and year to date metrics report for assigned team-members
• Facilitate calibrations with local and cross sites supervisors along with managers to ensure corporate policies, procedures and guidelines are followed.
• Perform trend analysis of incoming calls to pinpoint the exceptional concerns of the team -members having issues with for proper resolutions
• Monitor, evaluate and review calls for team-members to succeed in their current role using Monitoring tool Witness.

High Speed Data Specialist Lead

Confidential, Louisville, KY

Responsibilities:

• Supervise and provide to employees to resolve customers’ concerns
• Research, analyze and inquire customer’s complaints to resolve technical issues
• Educate internal and external customers to clarify company’s policies and guidelines for better outcomes
• Facilitate mentoring program to develop and nesting curriculum by to increase retention
• Perform trend analysis of incoming calls to identify common issues and route those calls to the appropriate departments for proper resolutions
• Perform advanced trouble shooting on connectivity, networking and firewall related issues

Confidential Data Network Analyst

Confidential, Louisville, KY

Responsibilities:

• Analyze and reconcile Confidential data against clients provided data to identify missing information and take appropriate actions,
• Maintain Justice Exchange/Meth Check databases to support different agencies and vendors.
• Perform system-check.

High Speed Data Specialist

Confidential, Louisville, KY

Responsibilities:

• Provide technical support for internet connectivity by using internal and external on-line tools
• Help customers creating emails that are provided by third party vendors such as Outlook and Charter’s web based email
• Resolved problems by identifying issues with correcting settings on web browsers and hardware problems by reconfiguring modem and routers
• Provided support to customers to building web pages, maintained and upgraded customers' information on radius server
• Microsoft Office: advance excel user, access and power point
• Working experience on different reporting tools, such as Crystal Reports and SQL
• Years of working experience on ICOMS and CSG billing system
• Familiar with Business Objects
• SPSS (statistical software to analyze and manipulate data)

Environment: Win2008, Win2004, Win2000, Win NT, Win XP, Win98, Macintosh