Business systems manager, operations analysis, systems roadmap development, SDLC specialist, people leader.

Business Plan Writing and ReviewManagement and Leadership BuildingProject ManagementMarketing Strategy and Brand PositioningHR BrandingEmployee Acquisition, Retention and Incentive Programs Training and WorkshopsVision, Mission and Culture DevelopmentLean Processing and Team Alignment FacilitationEvent Organization and PlanningCommunity Involvement and Inclusion

ß Participate in project activities to include developing written business requirements, data mining, reporting, testing, and defect resolution.ß Assists in analysis, design and implementation of business collection strategies using a complex collection system on the AS400 iSeries Mainframe System platform. ß Perform system level programmatic changes to accommodate project requirements.ß Assists with identification and resolution of production and/or application development problems.ß Lead project management activities including assigning and ensuring the completion of tasks, determining project schedule and resolving project issues. ß Provide client reporting utilizing SQL queries.ß Maintenance and management of relational databases.ß Serve as primary technical contact for documenting, researching, and implementing resolutions to client issues.

Tasked with the start-up and daily operation of the DAVOX auto dialer system which generates the majority of the company’s collection revenue. Identified and corrected any problems that surfaced during daily operation.Generated detailed reporting to track contact rates and payments generated. Coordinated employee scheduling.Resolved escalated calls from collection staff which derived from complex customer issues.Key Contributions:Developed and implemented new calling strategies that increased the departments contact rate which increased our overall collections revenue.Created an operation manual and trouble shooting guide that detailed daily dialer operations as well as solutions to common problems. This manual was also used by one of our largest clients.Integrated Excel and the DAVOX software to create graphical reports that tracked the number of calls dropped and answered during each hour. This ensured we were efficiently utilizing our employees and our software.Promoted employee productivity through monthly incentive programs.