As a technical business analyst with Remsoft, my role is a cross-functional one that includes tasks like analysis and documentation for project requirements, process improvement, product features and bugs, workflows, UX & usability and business systems.

• Spearheaded Signal to Noise initiative, removing unwanted content from incoming data stream• Analyzed data to find latency and volume statistics, ensuring optimal data health on big data archives• Completed ROI studies on various software/hardware options from multiple vendors to determine timelines, suitability, efficiency as well as feasibility.• Applied six-sigma techniques and process reengineering methodologies to reduce cycle time and defect rates; utilized project management methodologies on several projects, giving structure and focus to otherwise “ad-hoc” projects.• Managed remotely a team of 7 agents providing coaching, feedback and task assignments

• Designed and launched an attendance tracking system (attendance, coaching information, personal data and schedule information ) for a Contact Center of 200+ employees, increasing personal accountability and productivity; utilized Erlang-C data modeling to forecast incoming calls and staffing requirements based on previous call arrival patterns, projected customer growth and staff attrition. • Assisted in process re-design sessions and facilitated group process documentation, reducing by 30%-40% the sources for potential error and/or customer impacting defects.• Ranked in the top 5 percentile for the company in terms of performance and value.

• Created scripts and tools for employees to access critical software systems easier and more efficiently.• Developed individualized coaching and career plans with team members to facilitate growth within the organization, resulting in happier, more productive teams.• Managed teams ranging in size from 2-20 including performance appraisals, coaching and skills development, disciplinary action and call quality monitoring and feedback.• Designed and implemented several incentive programs to align with the Key Performance Indicators of the team, producing hard numerical gains in efficiency and performance.• Re-wrote a series of scripts to help agents efficiently switch screen between various applications and tasks.• Provided excellent reservation and customer support for businesses and high profile clients.

• Developed, tested and implemented a complex series of SQL scripts to extract, validate and transfer 7 years of critical financial records (worth over $200 million) to a new billing system.• Provided digital copies of archived records for future use

• Produced several ROI studies and business cases from the multi-million dollar capital expenditures to the development of a web-portal for improved customer access to their account information.• Overhauled reporting procedures for 2 different firms using automation tools, error checking and solid design, resulting in savings of more than 50 man-hours per week and in the elimination of multiple sources of potential error.• Frequently discovered new and creative ways to use existing raw data sources to answer ad-hoc reporting requests and supply actionable information to the leadership team.