Jay Benson Email & Phone Number

Cincinnati, Ohio, United States

Cincinnati

Agile Business Analyst – Information and Technology Services Jan 2013 – Present• Serve as a bridge between business needs and technology solutions to analyze, transform, and ultimately resolve business problems with the help of technology.• Work with cross-functional teams to identify process and system improvements, resulting in improved productivity, client satisfaction, and increased net income. • Successfully facilitated and implemented maintenance management and client contacts projects that created new user interfaces for the Maintenance, Title & License, and Client Support & Service departments to streamline processes, improve productivity, and move the company towards a more flexible and adaptable business management network.Business Analyst – Marketing Aug 2005 – Dec 2012• Analyzed client reporting needs and created and enhanced standardized reports that were incorporated into new client access website.• Created and implemented standardized tools to review and present all clients’ fleet performance and expenses over time, helping clients plan and control costs.• Researched and defined client reporting requirements for the creation of a new reporting data mart. Worked in collaboration with software developers and report designers to create and implement new analytical reports. • Trained Client Support & Service and Sales work teams on new reports and reporting tools.

Cincinnati, Ohio, United States

Business Analyst – Call Center• Enhanced the utilization of workforce management software to analyze call volume and patterns, forecast future call volume and patterns, and create schedules required to meet or exceed desired service levels.• Created and implemented new tools to analyze, evaluate, and report call center productivity to management.• Managed the transition from one call center to a multi-site, multi-skilled organization. Worked closely with call center and telephony managers as well as communications vendors to ensure smooth implementation.• Implemented improved productivity and quality measurements, goals, and reporting. Successfully coached and led management team through implementation. Significantly improved service levels.

Cincinnati, Ohio, United States

Forecasting and Scheduling Manager – Call Center• Resumed use of workforce management software to analyze call volume, patterns, and work time to allow accurate call volume forecasting, effective scheduling and staffing, and improved service levels.• Educated and coached call center managers to improve schedule adherence and productivity.• Managed transition from a single-skill to a multi-skill environment.

Mason, Ohio, United States

Forecasting, Staffing & Productivity Specialist Sep 1994 – Sep 1997• Designed and implemented new productivity measurements, goals, and reporting. Successfully coached and led management team through implementation. Significantly improved productivity levels.• Introduced and implemented workforce management software to improve call center service levels.• Served as forecasting and staffing advisor for multiple GE Capital call center locations.