Sr. Analyst Resume Irving, TX - Hire IT People

AREAS OF EXPERTISE

PROFESSIONAL EXPERIENCE

Confidential, Irving, TX

Sr. Analyst

Responsibilities:

Define, implement, measure and project manage customer - centric business processes that result in increased and sustained customer loyalty as well as high engagement and satisfaction among ACE employees.
Perform operational assessments (retail, contact center, online) and gap analyses; assist stakeholders with visioning, strategic and tactical improvement.
Devise methods for capturing and utilizing continuous feedback from internal and external customers; facilitate other executives in maintaining close contact with customers in their respective areas.
Participate in annual planning process and periodic reviews.
Establish of metrics and measurement, process improvement and teh implementation of technological solutions to support business needs and growth.
Lead contact center technology initiatives designed to enhance teh customer experience and improve operational efficiency.
Develop business plans, budgets, and headcount forecasts and provide other data analysis as needed.
Involvement in Vendor selection and management process.

Confidential, Ft Worth, TX

Analyst

Responsibilities:

Responsible for teh trending and reporting AAdvantage Customer Service Rep interactions with AAdvantage members
Evaluate teh call center performance and make recommendations for changes to processes, procedures and policies to drive business improvement.
Accountable to create, develop, tune, maintain and support: Business Analyzer Queries, Business Categories, Productivity and Quality Trends, Call Types, Scheduled Reports, Monthly Comparisons for Productivity and Quality, Best Practice Library.
Conduct ad-hoc listening exercises for new products/programs/partners as requested by CI&L Leadership.

Analyst

Confidential, Ft Worth, TX

Responsibilities:

Manage, research and coordinate speech analytics requests.
Communicate project status to business leaders; prepare presentations and other business documents to advise management of progress of all active projects as well as identify barriers requiring management intervention.
Create various reports measuring quality and performance including AHT (Average Handle Time) and revenue impacts associated with Speech Analytics (NICE System).
Develop and implement strategies for managing, monitoring and continuously improving quality.
Prepares cost savings analysis and business plan justifications for new processes, products and/or technology.
Work with a team of analysts to develop reports, analyze trends and develop solutions.

Confidential, Southlake, TX

Operations Supervisor

Responsibilities:

Daily handling various functions to increase agent productivity while looking for additional revenue and growth opportunities for customers as well as my organization.
Directing operations as a liaison between approximately 28 different clients encompassing over 1,000 hotels spanning teh globe.
Administering performance management by diagnosing improvement opportunities, providing effective feedback, and coaching, training, and professional development.
Implementing measures to improve performance levels and meet objectives.
Develop sales techniques of each representative to drive revenue growth. Review statistics to measure staff performance and identify areas for improvement.

Confidential, Dallas, TX

Third Party Distribution Analyst

Responsibilities:

Define strategy for and develop, execute, and manage comprehensive marketing plan encompassing integrated marketing initiatives designed to penetrate and grow targeted markets.
Negotiated contractual agreements as well as managed teh B2B relationships with various affiliates and third party vendors while ensuring that agreement terms are followed.
Communicate with customers, management, internal departments, and vendors to coordinate overall marketing effort in accordance with corporate goals.
Designed marketing layouts and proper marketing schemes to maximize revenue growth as well as customer retention.
Performed HTML design duties from conception to implementation for various collateral and transactional communications and solicitations.
Plan and carry out regional market research and analyses.