Professional Profile

Diverse and experienced Project Manager/Business Analyst, with over 13 years expertise over Technology, Management, Supply Chain, Retail, and Service industries. Proven ability to initiate, plan, and execute processes that align with business priorities and company goals. Creatively and effectively promotes thought leadership while developing strategies, programs, and systems that enhance customer satisfaction, sales, brand awareness, and profits.

Professional Experience

Confidential

Assistant Vice-President/Project Manager

• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses identifying and evaluating state-of-the-art technologies defining user requirements establishing technical specifications, and production, productivity, quality, and customer-service standards contributing information and analysis to organizational strategic plans and reviews
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management attending educational workshops reviewing professional publications establishing personal networks benchmarking state-of-the-art practices participating in professional societies.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests exploring opportunities to add value to job accomplishments
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees administering scheduling systems communicating job expectations planning, monitoring, appraising, and reviewing job contributions planning and reviewing compensation actions enforcing policies and procedures.

Confidential

• Make recommendations for system improvements by Interacting with the client for requirement gathering, designing and reporting.
• Reduce Call Average handling time by 40 by using a combination of coaching and psychology methodologies.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Develops call center systems by developing customer interaction and voice response systems, and voice networks designing user interfaces developing and executing user acceptance test plans planning and controlling implementations.
• Manage a team of 6 supervisors and 75 associates for Confidential Electronic Payments.
• Manager Bilingual Department E-Payments
• Target Selection and Integrated Coaching Model ICM certified.
• Managing the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations.

Confidential

Analyst, Customer Contract Operations Administration

• Implemented numerous business optimization projects and reporting tools that improved efficiency, reduced expenses, labor costs, and maximized profit by automating outdated manual processes.
• Responsible for the implementation of multiple process improvements by using different eliciting techniques, facilitating focus discussion groups, develops standard operating procedures SOP , workflow diagrams, use cases.
• Responsible for the databases supporting all new and existing contracts for the pharmaceutical division: ordering, sales, customer info, and contracts as well as 25 universes for Business Objects.
• Support Project Analytics by gathering requirements and documenting design of solution applications and business requirements. Work with team to develop code to support the fix using VBA in Microsoft Access 2007 and build reports based on business frequency: one time/automated.
• Support Customer Care call centers - perform timed daily to monthly data management, mapping, transferring data, and trending analysis to allow for high level cross organizational problem solving.

Skills

• Business Process Design
• Requirements Gathering
• Use Case Development
• Workflow Diagrams
• Process Improvement
• Data Mapping
• SDLC
• Waterfall
• Iterative
• Agile
• Microsoft
• Excel
• Visio
• Sharepoint
• Project
• Visual Studio
• SSIS
• Data Schema Design
• SQL Server 2008
• Enterprise Manager
• Business Objects
• Teradata
• Teradata Parallel Transport
• SAP
• AS400
• QA Testing
• Whitebox
• Blackbox

Confidential

International Manager

• ERP software supporting Pest Control Industry - SaaS ASP .NET application
• Translated ERP software into Confidential for implementation in Confidential
• Led market growth into Confidential over 18 countries by repositioning service offering and service revenue structure for new markets.
• Successfully implemented Latin American/Caribbean sales strategy that led to 50 increase revenues in 6 month period.
• Trained newly acquired customers in the use of ERP software modules after implementation with Spanish and English customers.
• Performed Technical Delivery Assessments and Readiness Plans to assess client's ability to take on new solutions, ensuring client success.
• Developed a repeatable 3 phase project implementation process for clients to easily manage the implementation process, and provided project management services for successful implementation.
• Created innovative training plans and collateral that expedited implementation and user adoption processes based on customized roles/responsibilities in the system in English and Spanish, making on-boarding of new clients more efficient.
• Performed Technical Account Management and Business Analysis, understanding business problems and opportunities in context of the requirements and recommending solutions that enabled clients to achieve goals whether through new enhancements or new toolsets.
• Eased migration between desktop Access applications to next gen ASP .NET application by supporting data corruption with Enterprise Manager.