Business Operations Analyst IV Resume Example Company Name

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.

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

Business Operations Analyst IV Resume Example

Resume Score: 80%

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