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Business Operations Analyst IV Resume Example

Resume Score: 80%

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AH
BUSINESS OPERATIONS ANALYST IV
Professional Summary

Accomplished Business Analyst who drives organizational improvements through leveraging expertise in research and system enhancement. Well-versed in collaborating with employees and leaders to resolve control and procedural problems negatively affecting business operations. Dedicated to cost, process and resource optimization. Results-oriented, adept at analyzing and improving operational processes and procedures.

Skills
  • Business Process Mapping and Development
  • Business Analysis
  • Project and Data Management
  • Adept at Google Suite, Zoom, Dropbox, Qualtrics, Survey Gizmo, Microsoft Office
  • Web-Based Reporting Tools
  • Strategic Planning
  • Predictive Modeling
  • Forecasting and Planning
  • Operational Assessments
  • Risk Management
  • Proactive Communication
  • Policies And Procedures
Work History
11/2013 to CurrentBusiness Operations Analyst IVCompany Name | City, State
  • Leads and drives multiple concurrent implementation projects with general direction and standard implementation procedures.
  • Facilitated, implemented, and managed initiatives to complete data conversion and migration to new database three months ahead of scheduled completion date.
  • Manages internal net promoter survey program that reaches more than 65,000 employees and aligns with continuous improvement initiatives.
  • Manages projects and initiatives to drive customer focus, satisfaction, and retention. Experienced in gathering requirements, research, and analysis.
  • Determines scalability and key performance indicators of success for projects of various sizes in Operations.
  • Researching and evaluating business needs and translating requirements into supportable solutions; ensure that all development and administration efforts align with customer expectations.
  • Analyzes existing business processes and makes technical and operational recommendations that are presented to leadership and stakeholders.
  • Currently monitors and presents trends as well as forecasts on initiatives and newly implemented projects.
  • Adept at creating workflows, processing mapping, and sharing recommendations with senior leadership.
  • Produces detailed and relevant reports for use in making business decisions and risk management activities.
  • Evaluates diverse organizational systems to identify workflow, communication and resource utilization issues.
11/2012 to 11/2013Service Quality Analyst IIICompany Name | City, State
  • Monitored over 40 calls daily in English or Spanish, evaluated performance and compliance trends, and worked with various stakeholders to develop and implement strategies aimed at enhancing call center operations.
  • Facilitated monthly calibration sessions to align scoring of collections calls for regulatory compliance with applicable federal, state, internal, and external regulations.
  • Identified existing and potential regulatory infractions, discussed performance trends, and completed remediation initiatives.
  • Analyzed internal and third-party vendor agent performance and communicated opportunities for improvement to upper management as well as internal and external clients.
  • Proposed and implemented solutions to improve agent compliance and performance;
10/2010 to 11/2012Quality Assurance AgentCompany Name | City, State
  • Evaluated and monitored Quality Assurance calls from customers, assessing performance of customer-facing communications within multiple departments.
  • Provided analytical, planning and coordination support on projects as assigned, reviewing, interpreting, analyzing and illustrating data to stimulate and support enlightened decision making.
  • Analyzed existing call center procedures, made technical and operational recommendations, providing functional expertise throughout all phases of Quality Assurance efforts.
  • Assessed business needs and translated requirements into supportable process solutions; ensured that all process development and administration efforts aligned with customer expectations.
  • Documented and communicated solutions and strategies to achieve compliance with operational standards and best practices.
  • Provided regular updates to team leadership on quality metrics, communicating consistency problems or production deficiencies with quality and production leadership.
06/2006 to 10/2010Order Management SpecialistCompany Name | City, State
  • Managed escalated customer account cases, serving as customer
    advocate handling and resolving customer-reported issues.
  • Supervised call center agent work to ensure compliance with quality standards and enforce best practices governing agent performance.
  • Developed performance improvement plans including creating and
    implementing employee incentive programs to encourage continuous
    improvement of call center teams.
  • Enhanced efficiency of departmental call monitoring processes by creating
    spreadsheet to analyze and archive customer call data.
Education
Bachelor of Arts | SpanishUniversity Of Missouri - St Louis, City, State
Certifications

Lean Six Sigma Yellow Belt – ACUITY INSTITUTE 2017

Accomplishments
  • Designed and launched the Service Level Agreement Database conversion Project, resulting in optimally tracked internal performance metrics for the company.
  • Collaborated with team of 20 in the development of reporting dashboard for new corporate customer banking products.
  • Documented and resolved software release issues which led to improved future software releases.
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Resume Overview

School Attended

  • University Of Missouri - St Louis

Job Titles Held:

  • Business Operations Analyst IV
  • Service Quality Analyst III
  • Quality Assurance Agent
  • Order Management Specialist

Degrees

  • Bachelor of Arts | Spanish

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