KEY STRENGTHS:

• Proven business Confidential system analysis understanding
• Big data Confidential business intelligence processing Confidential analysis
• Data Quality Confidential exception handling
• Key process indicators Confidential balanced scorecard creation Confidential monitoring Confidential problem solving using these results
• Requirement Elicitation techniques
• Project, Program Confidential Portfolio Management
• Capacity Confidential Demand modeling
• Financial Reporting Confidential Budget analysis
• Strong communication skills across all levels of stakeholders
• Leadership through Influence

COMPUTER SKILLS:

• Microsoft Office
• Microsoft Office Access (forms Confidential databases)
• SQL Queries/ DML
• MS SharePoint
• SAP Business Objects Suite
• Siebel CRM Automotive
• MiniTab Statistical Software
• QlikView Dashboard Tool
• Composite Studio
• Avaya, Sage, Davox, Verint
• Open Workbench

PROFESSIONAL EXPERIENCE:

Confidential

Portfolio Coordinator

Responsibilities:

• Contract Portfolio Management for a Major Insurance Sector Client.
• Project Management.
• Clarity PPM / Open Workbench administration.
• Status, financial, exception Confidential resource reporting.
• Capacity Confidential Demand management.
• Vendor Statement of Work financial tracking.
• Planning Confidential Forecasting.
• Resource Utilization Confidential time tracking compliance management Confidential reporting.

Confidential

Associate Vice President - Business Management Office Analyst

Responsibilities:

• Managed transition to Clarity Information Systems tool for status Confidential hierarchy reporting for programs Confidential projects (v12 to v13)
• Defined engagement Confidential demand process for a team of over 100 Program Managers, Project Managers, Application Developers, Architects Confidential Business Managers for the Retail line of business.
• Created project Confidential portfolio health Confidential status dashboards for use throughout the entire development cycle from disparate data sources.
• Identified process exceptions which required monitoring within the new dashboard Confidential reporting tools Confidential program.
• Facilitated project health, demand Confidential portfolio management meetings consisting of senior staff, managers, senior managers Confidential executives.

Confidential

Call Center Business Analyst

Responsibilities:

• Developed Key Process Indicator Confidential Balanced Scorecard metrics Confidential suggest process improvements to ensure that goals are met using Lean Six Sigma methodology.
• Documented Confidential implemented reporting Confidential KPI dashboard requirements.
• Performed gap analysis Confidential documented areas within existing processes to improve.
• Linked several source systems to create dashboard ready datasets using Composite software, VB scripts within MS Access Confidential Excel as well as proprietary Confidential homegrown tools Confidential applications.
• Managed customer-facing letter library objects for accuracy, legal compliance, grammar Confidential spelling, corporate identity compliance Confidential aesthetics through SAP (Business Objects) Crystal Reports.
• Created methods to complete business processes using existing software (MS Access, MS Excel, SharePoint, Exchange/ Outlook forms, etc) Confidential document the workaround so that it may be eliminated through future software enhancements.
• Created custom views Confidential stored procedures through SQL Confidential Access in order to facilitate reporting.
• Communicate business rules Confidential formulas to other Data Analysts within the organization to ensure a “singe version of the truth”.

Confidential

Database Analyst/ Data Quality

Responsibilities:

• Developed methods Confidential procedures for updating Confidential manipulating production data across many systems Confidential data stores using mostly SQL DML Confidential DDL
• Developed SQL scripts to extract large datasets from multiple sources to create date universes Confidential views for end users.
• Elicited system Confidential data requirements for proprietary Confidential third party software.
• Managed section reporting data, process mapping Confidential quality improvement tools.
• Served as Subject Matter Expert for business Confidential system processes on project teams for new Confidential existing business systems.
• Developed exception reports to identify data anomalies Confidential reported to the appropriate business Confidential IS managers about potential software, user or security issues.
• Led Joint Application Development Sessions for emergency, ad hoc, Confidential bulk production data fixes Confidential updates. Included coordination User Acceptance Testing “on the fly” Confidential business owner signoff.
• Documented requirements from above Confidential communicate the issues with the appropriate managers Confidential development teams.
• Participated in Confidential developed requirements for a customer data cleanup Confidential merge project using Trilliam Software that affected all Confidential of North America subsidiaries in preparation for a large CRM initiative Confidential manually processed exceptions.

Confidential

Senior Customer Service Specialist

Responsibilities:

• Participated in project group for third party email handling system, developed response templates, provided company-wide training Confidential provided leadership to the response team.
• Provided system Confidential process knowledge to teams who developed the current CRM system, completed testing Confidential provided feedback periodically after the system was released into production.
• Assisted in developing use cases Confidential test scripts for new software as it was implemented.
• Supported trained Confidential communicated requirements for Customer Self Service websites Confidential automated switchboards.
• Triaged outgoing heat tickets from call center staff Confidential, using elevated Confidential super user system permissions, corrected customer data issues.

Confidential

Retailer Funding Specialist

Responsibilities:

• Ensured quality data was entered into the database when contracts were received Confidential was given responsibility of funding problem Land Rover lease Confidential retail deals.
• Communicated policies Confidential procedures with retailers, field staff Confidential other internal customers while maintaining relationships.
• Tested software updates Confidential maintenance items prior to their release into production.
• Supported Confidential retailer self service website.