LEADERSHIP | PROCESS IMPROVEMENT & PROJECT MANAGEMENT | BUSINESS & OPERATIONS DATA ANALYST
GLOBAL CONTACT CENTER OPERATIONS ANALYST SUPERVISOR
Versatile, bilingual (Spanish/English) leader with 17+ years of experience driving sustainable growth in Payment Services & Remittances, Technology Enablement, and Global Customer Services business.
• Accomplished International Agent Operations Analyst Supervisor and Process improvement Analyst with proven success in facilitating business growth through data analysis, project management, and research skills.
• Innovative and results-driven leader focused on achieving exceptional results in highly competitive and changing environments while developing, mentoring, and leading Customer Service and Analyst teams.
• Direct accountability to lead and conduct process improvement projects and workflow processes throughout the company and its various regions using methodologies grounded in Lean Six Sigma principles.
• Conducts project work to identify key issues and problems, designs performance metrics, generates solutions, and implements process changes in collaboration with process owners and organizational leaders.
• Outstanding problem-solving abilities, background in business, operations, IT, fulfillment, inventory, forecasting, and supply chain management.
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Responsible for supporting the organization’s commitment to operational excellence and efficiency through the use of reporting, analytics and process improvements. I developed queries, key performance indicators for the Cash to Account, Cash to Cash, Cash to Business, Compliance, Fraud and Call Center metrics that provide the business leaders insight of how the business is performing. Responsible for ensuring the business understands the effects of new product, process, or marketing campaign launches in the environment. I evaluated the data being produced to determine if formal business process improvement (BPI) projects need to be undertaken. I partnered with the BPI team throughout the life of the project to ensure metrics and reporting is instilled in the process to drive long-term benefits to the organization and its effectiveness to fulfill objectives.
- Generated KPI reports for marketing to identify transactional top/bottom performer trends on consumers and agents by corridors and demographic areas.
- Identified, researched, maintained and pursued process improvements for better tracking the Compliance and Fraud Operations reporting scorecard on OFAC, BSA, World Check and Internal Watch List.
- Developed, maintained queries, reports, and provided trending analysis on the Global Call Center metrics (calls per transaction, Average Speed of Answer (ASA), Customer Service Level (CSL) using available mediums for users to make decisions.
- Brought and implemented process improvement ideas to the BPI team for evaluation while supporting the Business Process Improvement teams in their data and reporting needs.
- Supported the creation of custom or standardized reporting decks for presentation of data to stakeholders.
- Documented detailed business and data quality reports requirements based on business rules provided by the client and translates them into technical specifications.
- Collaborated with the development and reporting teams through the analysis, audit, design, testing, and delivery phases to ensure that the solution design is consistent with business and reporting needs for the regulatory bodies.
- Researched and created reports for the states and country auditor officers on Money Transfer by products offer by the company.
- Responsible for managing C2C and C2B operational teams for Customer Service, Dispute Resolution and Data Analytics related to domestic and international Wire Transfer and domestic Money Orders & Official Check.
- Identified and managed departmental efficiencies, implemented change control and managed governance processes; Key member of management team in setting direction for Customer Care and directly responsible for setting and executing escalated customer & partner strategy.
- Realized $13.6M in savings through innovation and continuous process improvements.
- Initiated and developed an innovative revenue stream exceeding $1M in revenue.
- Patent applied for "Systems and Methods for Directing a Money Transfer to a Receiving Party Account".
- Manage payments complaints and inquiries directly from vendors and customers as well as utilized database tools and analytics to identify trends, transmission defects, user acceptance test "UAT" new products, assess abnormal business conditions, and quantify problems.
- Hire, train, and develop Supervisors and support staff while responsible for all aspects of performance management; accountable for ensuring that all job duties and actions are consistent with company policies and corporate values as well as strategic and operational.
- Primary liaison for Accounting, Customer Service and Operations/Sales support for Latin American, Caribbean and South America.
- Develop and implement proper controls and processes to meet Sarbanes-Oxley SOX, PCI DSS, OFAC, Dodd-Frank, PAN, and SAS 70 requirements.
- Liaison between the IT department, Product Management, and Global Contact Center end users while assessing business requirements and making recommendations for change.
- Assessed ongoing operations support, new program effectiveness, and evaluate contact center performance.
- Troubleshoots and resolved inquiries and requests from internal and external clients.
- Networked with external contacts to research and recommend best practices.
- Assisted in communication of best practices, policies, procedures and initiatives to support operations.
- Facilitated process improvement by engaging appropriate resources in issue identification and resolution.
- Developed and scheduled automated stress testing scripts, monitoring and report results as needed.
- Obtained user agreement that system changes meet the desired specifications.
- Responsible for maintaining department documentation in an approved format in conjunction with audit standards.
- Responsible for accurate and timely communication of production outages, timeline's for projects as well as moves to production.
- Monitored and identified transactions with transmission problems that had not been funded or over funded to Partners pertaining to Disputes and Credit Card Charge-backs.
- Efficaciously managed the relationship of an important account worth $5b since inception.
- Responsible for resolving escalated consumer and internal partner issues related to Accounting, Field Services, New Business, Operations, and Consumer Fraud.
- Responded to customer inquiries, complaints, billing questions and payment extension/service requests.
- Handled escalated calls when customers requested to speak to a supervisor.
- Detected, Monitored and Analyzed false positive fraud potential transactional data while enforcing compliance & Government regulated transaction thresholds.
- Responsible for the daily maintenance of floors in the facility including ancillary areas Performed environmental services functions in assigned areas following established schedules and using prescribed methods to include proper use of chemicals in accordance with facility policies and procedures and consistent with state and federal laws and regulations (OSHA, EPA, and State Health Department.).
- Responsible for managing plant sanitation services for the food processing industry programs ranging from on-site management of nightly cleaning crews to managing and maintaining USDA and OSHA documentation for internal and third party audits.
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School Attended
- Continental Academy
Job Titles Held:
Degrees
- Diploma
- Cognos 10.4 Lean Six Sigma Green Belt (PMI) Business Analysis; Requirements Discovery and Facilitation Actimize 2 | Page
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