Detail-oriented, highly driven, motivated, and dedicated in Sales or Call Center reporting functions.
MS Office Suite 2003, 2007, 2010, and 2013 (Excel, Power Point, Word, and Outlook)
Advanced knowledge in Crystal Reports XI
Also, knowledgeable in Lotus Notes, Oracle software and MS Access database 2007, 2010 and 2013. Working knowledge in SAP.
Type 60 WPM also, type 6,188 in 10-key touch and alpha numeric speed is
04/2016 to Current
Proposal/Reporting AssistantCompany Name － City, StateCorrespond with suppliers in order to obtain request for proposals and quotes via e-mail or by telephone. Provide updates to proposal management and to program managers. Report progress metrics in MS Excel on proposal updates using pivot tables and formulas. Track proposal submittals and progress in eRoom and MS Excel. Verify that proposal are compliant to industry and government standards. Look up information regarding parts in SAP (APEX and PRISM). Conduct meetings with Suppliers, Program Managers, and Management team to meet very tight deadlines. Also, use SAP for invoicing request on various projects.
02/2015 to 02/2016
Senior Business AnalystCompany Name － City, StateUnder the supervision of the Citi Infrastructure Technology Project Management Support Office Team Conduct and attend daily meetings (WebEx) with Project Management, upper level management and clients for varies projects Ran reports in Accelerate and exported and manipulated reports in MS Excel using pivot tables, slicers, charts, graphs, formulas, macros and VBA coding Ran reports in Service Now using tables and parameters to filter data out; exported reports and manipulated reports in MS Excel to present to clients Created PowerPoint presentations to present to Senior Level Management Manipulated Excel reports for Project Managers using index and match lookups or vlookups Collected, gathered and reported information for Quarterly Performance Reviews Modified weekly report for different Lines of Business (LOB's) for the Desktop Optimization project Saved and shared files via SharePoint Created ad-hoc reports for varies Project Management projects.
09/2011 to 03/2015
Reporting AnalystCompany Name － City, State
Directly reported to Chief Financial Officer (CFO) Created complex Crystal Reports Verified data was accurate and consistent Modified Crystal Reports Created formulas in Crystal using basic and Crystal syntax expressions if-then else statements) and running total formulas, created complex parameter fields, created charts and created cross tabs in Crystal Modified and manipulated Crystal Reports Exported reports to Excel and manipulated data, using vlookups, match and index formulas, count-if and iserror formula, mod formula, left formulas, and pivot tables and pivot charts , used drill downs for pivot charts also used macros and VBA coding.
Ran monthly, quarterly and yearly sales reports Ran BPI reports Ran Market reports Ran Sales for sales person with the highest net orders Created mailing list reports for main and gift catalog Created Dashboards in MS Excel Assisted cash manager with credit card allocations, applied debit and credit payments to vendor accounts, applied lockbox and line of credit payments to bank account.
06/2010 to 02/2011
Information AnalystCompany Name － City, State
Restructured and created new professional formats that focused more on soft skills.
Created new data reports to measure trending (with macros and vlookups) using advanced Excel manipulations.
Implemented new processes and documentation.
Presented PowerPoint Presentations to the Director and the management team for new ideas and changes to the department.
Wrote up document process and edited training documents.
Posted New Hire Coach position to Call Center distribution via e-mail.
Took on New Hire Coaches (backups for trainers), set up meetings to present expectations and daily agenda while trainers are out of the classroom.
Created schedules and agenda for New Hire Coaches.
When supervisors were in meetings, would be the supervisor on the Call Center floor.
Made sure that leads were focused and assisting the agents on the floor.
Coached and mentored agents on their performance skills.
Wrote interview questions, and interviewed and tested agents for a internship to help assist the analyst with daily duties.
Graded and listened to calls for an entire Call Center that consisted of 70 agents per month.
Created agenda and daily schedule for position.
Worked with supervisors to ensure calibrations were cohesive.
Spoke with agents who were on a disciplinary step in regards to his/her customer service performance.
Helped develop new analysis report /tool with handheld supervisor and implemented tool to the call center supervisors.
Wrote up process documents for supervisors to use to perform their daily task.
03/2009 to 06/2010
Quality Statistics AnalystCompany Name － City, State
Assisted Business Intelligence Team with reporting variables and managed Consumer User Administration Portal.
Ran detailed morning, daily, weekly, monthly, and quarterly reports in MS Excel , Oracle CRM (Siebel On Demand), SQL Analyzer , MicroStrategy8 (InQuira), Crystal Reports , and Walker Loyalty.
Delivery of reports via email in Acrobat Adobe format or MS Excel format to executives, executive assistants, directors, supervisors, management, and vendors.
Compiled raw data into MS Excel from Swift (Quick View) and posted to Dashboards on website with report results Create charts , pivot tables, vlookups, and macros; manipulate formulas and create conditional formatting styles.
Ran group performance reports by region for tech support vendors.
Ran daily call quality reports for vendors and call metrics reports for tech support call center by region.
Ran reports meeting deadlines and paying close attention to detail.
Modify data in CMS database.
Record, create , modify, delete and add macros for MS Excel reports in 2003 and in the new MS Excel version 2007.
Create charts and graphs for management.
Modified Business Intelligence SharePoint site.
Pulled reports in Oracle CRM using Business Objects.
Created, modified, deleted and disabled user accounts and perform password resets for vendors technical and customer service support agents.
Oracle CRM (Siebel on Demand), Instant Services, Citrix (Go to Assist), Ebiz (Support and Subscription Tool), and InQuira are the application databases that are maintained on a daily basis.
Updated managers (vendors) and users with new login information or changes to their accounts via email and MS Communicator.
Met with the vendors to go over instructions or provide details or teach new training procedures via Meeting Place.
05/2007 to 05/2008
Dispatcher /Level I TechnicianCompany Name － City, State
Received incoming internal customer calls regarding assistance with their desktops, laptops, printers, copiers, and intranet and Windows XP 2003 and 2007 software applications.
Entered customer's technical issues in Salesforce.
Dispersed tickets out to the correct departments and technicians.
Assisted in Level 1 and Level II technical support issues for IT Department, such as, reset passwords in Active Directory and Business Objects.
Cleared pins for VPN tokens and walked team members through setting up a new VPN pin.
Mapped network drives, and printers.
Assisted customers setting up their distribution list in Exchange.
Helped check task manager to see if programs caused PC to run slowly.
Created cases based on customers issues from emails also, responded to technical issues and emailed resolution by email.
Troubleshooting customers who had problems accessing links on the Intranet or Internet and those who were unable to access the Intranet using their password.
Resolved MS Outlook, MS Excel , and MS Word issues.
Created spreadsheets in MS Excel 2003 to log and track information.
Re-imaged and backed up data on computers and laptops.
Also, replaced keyboards on laptops.
In addition, ran several daily reports in MS Excel 2003 that required meeting a deadline each day for management.
Interviewed candidate to determine if candidate was the right fit for positions.
Created postings for roles, position, requirements, and skill level for the dispatcher position that was submitted to HR.
Faxed, printed, and copied or emailed documents for supervisor using printer, scanner, and fax machine.
98% accurate in creating cases and escalating to the correct department if unable to assist customer.
100% customer service oriented.
05/2002 to 05/2007
DispatcherCompany Name － City, State
Received inbound customer service calls from technicians and installers.
Dispatched technicians to resolve customer equipment issues.
Entered data of equipment information from technicians and installers using 10 key touch and alpha numeric every day.
Responsible for rebuilding, and using analytical and problem solving skills to resolve equipment errors.
This required answering multiple phone lines while accepting incoming calls at the same time.
Tested and resolved any problems not foreseen when adding or implementing new software programs.
Printed and faxed daily work orders to different departments.
Updated technicians'' spreadsheets using MS Excel.
Assisted with keeping technicians updated on current software and programming.
Trained associates to correct equipment errors in a small group or one-on-one session.
H.S. DiplomaJonesboro High School
Liberal ArtsMountain View College － City, StateLiberal Arts
10-key touch, 10 key touch, Active Directory, Acrobat Adobe, analyst, analytical skills, attention to detail, Business Intelligence, Business Objects, Call Center, catalog, charts, Citrix, Coach, credit, Crystal Reports, clients, customer service, databases, debit, Delivery, desktops, Detail oriented, documentation, e-mail, fax machine, graphs, HR, laptops, Lotus Notes, Director, macros, mailing, meetings, MS Access, MS Excel, Excel, Exchange, MS Office Suite, Office, MS Outlook,PowerPoint Presentations, SharePoint, 98, Windows XP, Word, MS Word, MicroStrategy8, mod, Communicator, network, Optimization, Oracle CRM, Performance Reviews, copiers, pivot tables, printer, printers, problem solving skills, processes, coding, programming, Project Management, quality, Quick, reporting, Sales, sales reports, SAP, scanner, Siebel, spreadsheets, SQL analyzer, Swift, tables, technical support, tech support, phone, Troubleshooting, Type 60 WPM, type 6, VBA, websites
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Jonesboro High School
Mountain View College
Job Titles Held:
Senior Business Analyst
Quality Statistics Analyst
Dispatcher /Level I Technician
H.S. Diploma Liberal Arts
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