* Assist AUs with their quarterly Business Process BIAs & BCPs* Activating CMT if applicable when an incident occurs that will effect personnel and office/ remote locations* Activating the applicable playbook when an incident occurs* Crisis Management, Emergency Response

* Analyze, track customer interactions* Audio based data analysis and visual reporting* Modelling presentations for external meetings* Lead Verint consultant/trainer, project scopes* Project Management timelines and tracking* Mined data for analysis and insights* Collaborate with external clients for business challenge awareness and insights.

* Automate excel reporting with 1 touch Macro.* Upload and import tax information for payment processing.* Conduct weekly TPV reporting and communicate with external clients.* Gathering and writing Standard Operating Procedures.* Run various excel reports with macro automation.

* Create QA Scorecards / Dashboards.* Productivity and Aging Reporting.* ODBC Connections Excel to SQL to produce reports.* Automate excel reporting with 1 touch Macro.* Create reports and charts in SSRS from SQL tables and stored procedures.* Consult with clients for metric guidelines.* Reviewing expectations and SLA with clients.* Traveled to Charlotte, NC every month for work.

* Build templates and reporting in SharePoint.* Link SharePoint to Excel for automated reporting.* ODBC Connections Excel to SQL to produce reports.* Build scorecard for QA, QC, and Compliance teams.* Perform trending analysis for all lines of business.* Translate raw data into Executive Reporting Decks.* Consult with clients for metric guidelines.* Reviewing expectations and SLA with clients.

* Audit Loan Modification files and produce results.* Report on file deficiencies.* Liaison between ROQA and Underwriters* Complete Unit Accountability Reporting.* Produce production and scorecard reporting.

* Create reporting for U.S. and Canada sites.* Track call center production and quality.* Formulated incentive program based on metrics.* Complete Unit Accountability Reporting.* Produce production and scorecard reporting.

* Managed team of 4 Business Analysts.* Managed executive call center reporting decks.* Maintained Incentive scorecard for payroll.* Maintained / Managed archive data.* Trained Executive and Management teams on new reporting methodologies and procedures.