Livecareer-Resume
Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Professional Summary

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.

Skills
  • Business systems management
  • Project management abilities
  • IT Management and delivery
  • Strategic business initiatives
  • Continuity management
  • Business operations management
  • Website management
  • Data management familiarity
  • Critical business thinking skills
  • Education
    Berry College Rome, GA, Expected in 05/1996 Bachelor of Arts : Psychology Teacher Education - GPA :
    Work History
    Freshly - Sr IT Business Management Analyst
    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].
    TIAA - Planning Analytics and Reporting Analyst
    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.
    Teletech Holdings Inc - Operations Analyst
    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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    Resume Overview

    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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