Boosted customer service ratings by 63% by developing new processes and improving work flow.
Ranked as a top performer, averaging 40% above production quota each month.
Established a new set of company-wide first-production review procedures, which resulted in a clear, streamlined process for documentation quality review.
Identified methods department wide for increasing First Call Resolution and troubleshooting rates from 80% to 97% as well as decreasing the need for secondary support from 76% to 53%.
Documented process flows and developed requirements for functional improvements and enhancements.
Developed organizational change management strategies.
Identified "bottlenecks" and implemented new and improved processes and policies.
Developed metrics used to determine inefficiencies and areas for improvement.
Conducted activity-based analysis of business processes and made recommendations based on the findings.
Boosted company efficiency and customer satisfaction by streamlining processes deemed inefficient.
Lotus Notes, Banking, Customer Satisfaction, Troubleshooting, Software Documentation, Customer Service, Business Process Improvement, Call Centers, Process Improvement, Business Analysis, Technical Support, Active Directory, Help Desk Support, Project Management, Microsoft Office, VPN, Telecommunications, Mainframe, BMC Remedy, Loan Servicing, Data Entry, Training, Research, Loans, Business Requirements, Analysis, Information Technology, IT Operations, Disaster Recovery, System Administration, ITIL, Data Analysis, Loan Compliance, Loan Documentation, Real Estate Due Diligence, Commercial Lending, Financial Regulation, IBM AS/400, SME, SQL
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