Successfully and proudly fulfilling business management analyst roles at TIAA for 13 years in the National Contact Center, Digital Technology and Client Services & Technology while exercising strong problem solving skills, adaptability, willingness to learn and a sincere commitment to continuous improvement.
Demonstrated success utilizing, learning, supporting and improving ever changing business reports, applications, and processes.
Strong, effective, positive cross-organizational communication and collaboration focused on delivering results, engaging individuals and living TIAA values.
I want to utilize extensive PMO experience and knowledge by being effectively adaptable, positively collaborative and reliably knowledgeable so I can deliver continuous process improvements and provide reliable, modern, automated reporting insights while living the values of TIAA and supporting the goals of CS&T.
Phoenix, AZ, 05/2008 - Current
- Collected requirements from end-customers and business partners for product upgrades, added features and new product development.
- Drove [Type] and [Type] operational improvements that resulted in significant savings and improved profit margins.
- Developed and executed plans to monitor standard process adherence.
- Instituted [Task] to contribute to long-term plans for organization business processes.
- Established and maintained productive working relationships with staff to resolve operational difficulties and to promote interdisciplinary, collaborative approach to customer service provision.
- Saved $[Amount] by researching and implementing [Type] cost-saving initiatives and creating fresh new approaches to long-standing problems.
- Determined and recommended methods to address improvement opportunities.
- Investigated and resolved customer complaints to foster satisfaction.
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards and adhere to accuracy standards.
- Developed, updated and maintained database of existing and potential customers in [Software].
City, STATE, 01/2006 - 05/2008
- Reviewed and analyzed systems functions and reporting processes to ensure continuous accuracy.
- Implemented improved reporting techniques, resulting in performance deficiencies identification.
- Captured business functions and technology underpinnings to translate data into reports for foreclosures, defaults and claims.
- Generated queries utilizing [Program] to create required reports.
- Prepared monthly ad hoc reporting in alignment with client needs.
- Developed processes to automate [Number] of reporting processes, resulting in [Number]% decrease in overtime hours.
- Prepared documentation for business analysts and updated client data.
- Enhanced data integrity by applying meticulous attention to detail when reviewing and analyzing data maintenance processes.
- Managed guidelines for calculations for metrics and analysis.
- Served as subject matter expert on call center performance metrics analysis, design, development.
- Used [Program] to generate required reports and optimize query creation.
- Automated multiple reporting tasks through creation of reporting tools.
- Improved existing reporting by researching data sources, compiling data and designing output.
- Decreased overall error rate [Number]% by accurately and effectively maintaining all required databases, spreadsheets and tracking mechanisms.
- Continuously assessed current reporting techniques and developed improvements to ensure accuracy.
- Produced quality reports formated in compliance with data quality standards.
- Maintained ongoing schedule and documentation for all reporting procedures.
- Identified and reported variances between employee time sheets and employee transaction reports from time management system.
- Utilized in-depth analysis and creative problem solving to troubleshoot reporting issues.
- Defined reporting requirements to support call center strategy and drive improvements.
City, STATE, 04/2002 - 10/2004
- Used [Software] to model data and forecast trends.
- Collected, arranged and input information into database system.
- Designed plans to improve operations and suggested changes to systems for overall organization.
- Generated reports of findings to help management with making key decisions.
- Coordinated with systems partners to finalize designs and confirm requirements.
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School Attended
- Berry College
Job Titles Held:
- Sr IT Business Management Analyst
- Planning Analytics and Reporting Analyst
- Operations Analyst
Degrees
- Bachelor of Arts
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