Senior Business Analyst
Greater Denver Area
Identified opportunities to leverage customer contact information as a source for business process reengineering opportunities; co-developed concept for two new products: 1) Post-contact categorization tool, 2) Web-based reporting portal to analyze both quantitative and qualitative customer contact data.Co-architected a multi-dimensional business intelligence (BI) data mart to house email, phone and chat transactional data from CRM applications such as Avaya, Kana and Net Agent as well as transactional data from XML log files created by Finali's online self-service agent; designed web-based OLAP reporting portal to present data from data mart to Client users ranging in expertise from contact center analyst to CEO.Developed patent-pending analysis driven design and deployment (A3D) methodology to effectively manage, mine and analyze data for the purpose of designing and deploying targeted business process enhancements and customer contact automation solutions including IVR, and Finali's online self-service agent.TECHNOLOGY & PROCESS KNOWLEDGET-SQL, HTML, JavaScript, SQL Server, MySQL, QuickBase, MS Project, Office, Visio and other UML modeling tools, various Business Intelligence and Data Visualization tools.Well versed in Spiral, RUP, Agile, SCRUM, Waterfall and other project methodologies.