SUMMARY OF QUALIFICATIONS

• A creative and results driven database and systems analyst with over 20 years of experience in dynamic, fast paced business environments. Proven ability to think strategically and affect change through dynamic leadership and effective operational/technology implementations backed by robust database, analytical, BI tools, organizational, and communications skills.
• Demonstrated record of successful management and implementation of medium and large-scale enterprise-wide projects aimed at improving operational efficiencies, planning, budgeting, and customer interaction processes. Established theoretical and practical credentials in project management, quantitative analysis, accounting, finance, technology, and telecom cohesively complemented by extensive experience in strategic and tactical planning progression.
• Experienced in devising and implementing innovative response strategies in the form of creating and maintaining an IT, Telecom, and operational strategy portfolio with a wide range of contingencies. Successful team contributor supported by fine-tuned relationship skills, high level of technology, business, QA competencies, organizational engagement, acute attention to detail, and driven to affect strategic change through 'quantitative' persuasion.

PROFESSIONAL ACCOMPLISHMENTS

• Led multiple telecommunication/data consolidation initiatives across all Marriott contact centers to streamline and simplify management of the network which resulted in yearly savings of over 3M
• Improved disaster recovery planning by deploying redundant data and telephony networks
• Developed strong knowledge of business drivers and manage all business intelligence data across the sales and customer care operations
• Transitioned to a virtualized environment, from 60 servers to 10 VM servers saving over 400k/year
• Extracted contractual savings worth over 1M/year by re-negotiating agreements that support Marriott WAN/LAN
• Implemented an industry-wide one-of-a-kind integrated reporting system aimed at tracking breakthrough leadership training BLT metrics based on Covey
• Centralized sales data reporting via integrated data warehouses, data marts, web services, and BI tools
• Reengineered from the ground up the medium term operational and financial strategic planning tools and fully streamlined the yearly budgetary process by integrating telecommunications, accounting, and operational functions and systems into a unitary planning platform
• Designed and implemented processes to generate regular and ad-hoc statistical analyses to effectively and accurately assess he impact of the mix of customers' preferences on the customer care specialists' quantitative an qualitative performance population and control groups, characteristics randomization, day of the week and time of the day analyses, tenure and its impact on performance metrics, etc and developed the company-wide strategy to maximize revenue by using actuarial models
• Architected, designed, implemented, and developed processes to maintain several in-house Web-based real time operational reporting informational systems, delivering vital information on demand to operational and financial managers, as well as the balance score card to the customer care specialists:
• Consolidated operational and financial reporting across 11 North American business units and 5 international locations
• Deployed fully integrated in-house real time web based operational reporting tools saved over 2 million in consulting fees and yearly maintenance agreements of over 100,000
• Developed and implemented one-of-a-kind in the industry agent incentive program tailored to accommodate varying legal and operational requirements across the US/globe
• Developed automated centralized agent performance reviews systems used by all operational business units of Marriott Global Sales Customer Care tracking monthly critical performance benchmarks for over 2,000 employees and properly assessing corresponding pay increases .
• Enforced standardized reporting and metrics resulting in improved forecasting accuracy of key business metrics
• Led analysis and strategic planning development that changed the company's strategic and tactical response to the increased number of reservations made via the Internet as opposed to voice channels
• Implemented full reporting capabilities at the lowest level of granularity detailing operational and budgetary execution
• Promoted aggressive systems integration between major business functions payroll, human resources, accounting, and operations and saved over 1.5 million by developing integration tools between payroll and scheduling and between operations and accounting
• Enhanced organizational measurements/tracking for call reporting as a first step toward standardization
• Realigned the staffing planning process and extracted yearly efficiencies of over 5 equivalent to over 500,000 in yearly savings by properly aligning the resource demand driven by volume of contacts and handling times with the staffing requirements by shift, day of the week, and half hour
• Consistently maintained a weekly forecast accuracy of more than 96 for 47 out of 52 weeks for a yearly contact volume of about 42 million
• Developed job descriptions/expectations of productivity specialists and a dynamic scorecard template to measure and accurately track key performance indicators KPI
• Implemented a variety of database driven systems designed to collect detailed operational and financial data used for both enterprise integrated reporting and planning
• Developed and implemented a guest relations incentive system and automated reviews making the guest interaction with Marriott fully measurable and manageable
• Played a key role in selecting and deploying a workforce management tool TotalView by NICE IEX- and managed its implementation in order to optimize staffing planning
• Main initiator and contributor to setting up the Information Services Department as a stand-alone information collection, analysis, and data/information dissemination department

WORK HISTORY

VP of Technology and Information Services, Confidential

Senior Director of Information Services and Telecommunications Operations, Confidential

Senior Director of Information Services, Business Strategy and Analysis Confidential

Director of Information Services Confidential

Database Operations Analyst, Confidential

Graduate Research Assistant database , Confidential

Teaching Assistant, Confidential

Graduate Research Assistant, Confidential

Internship Banking Researcher Confidential

TECHNOLOGIES

• Reporting, OLAP, BI, and Analysis: Business Objects, Crystal Reports, ODBC, SPSS, Cognos ReportNet 1.1., Cognos Framework Manager, Cognos Impromptu 7.1.3 , Cognos PowerPlay, SQL Server Analysis Services SSAS
• Data stores: SQL Server 7.0, 2000 experienced , 2005 experienced , and 2008 including stored procedures, triggers, database design, performance tuning, DTS/SSIS, BI/SSRS, and SQL 2005/8 Report Manager and Reporting Services
• Data warehousing/DTS/SSIS/ETL: NETEZZA, SQL 2005/7/8, Informatica
• Software life cycle development methodologies SDLC, Agile and project management: MS Project, MS Visio
• Web server/authoring: MS FrontPage, IIS 5/6.x, Microsoft Share Point Server/Services 2003, 2007, 2008
• Web authoring: HTML, ASP, PHP, .NET, JavaScript, VB Script, .NET, VB.NET, C Visual Studio 2005/2008
• Basic services and programming: UNIX shell scripting, FTP, Telnet, Visual Basic 6.0, Visual InterDev 6.0
• Call Center/Voice Routing Technologies : Avaya Interaction Center, Avaya CM, Avaya PBX/ACD/CMS, Cisco ICM ARM , AT T Route-It , Avaya Aura
• Data Voice networks topologies
• IVR technologies Interactions
• ITIL and ISO processes
• Office Automation Microsoft Suite : Excel expert user , Word, PowerPoint experienced , Access expert user , MS Project experienced , MS FrontPage, MS Publisher, VBA expert user
• CRM: Avaya Interaction Center
• Statistical Analysis Packages: SAS, SPSS
• Payroll/scheduling applications: ADP, Kronos, TotalView NICE/IEX , LMS
• Accounting: PeopleSoft GL