(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.

  • 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.

    By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy


    Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

    How this resume score
    could be improved?

    Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:


    resume Strength

    • Formatting
    • Length
    • Personalization
    • Target Job

    Resume Overview

    School Attended

    • Berry College

    Job Titles Held:

    • Sr IT Business Management Analyst
    • Planning Analytics and Reporting Analyst
    • Operations Analyst


    • Bachelor of Arts

    By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

    *As seen in: