Juan Mercado Email and Phone Number
Juan Mercado work email
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Juan Mercado personal email
Versatile Business Analyst with proven experience in gathering requirements, developing and maintaining business and technical project documentation and project delivery. Key strengths include excellent organization and communication skills, as well as focus on quality. Self motivated with strong work ethic.
Bank Of America
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Vice President, Technology Business Analyst At Bank Of AmericaBank Of America Feb 2020 - PresentCharlotte, Nc, Us
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Avp, Technology Business AnalystBank Of America Feb 2018 - Feb 2020Charlotte, Nc, Us
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Technology Business AnalystBank Of America Mar 2011 - Feb 2020Charlotte, Nc, Us• Manage call center technology projects related to call delivery, site strategy, system upgrades and IVR changes yielding over $50MM in savings.• Gather and interpret business requirements into technical documents such as Project Charters, BRDs, SOWs, HLD, LLD, Before and After Visio Flows, Capacity Analysis, GAP Analysis, Test Cases, Test Scripts, Project Plans an d Deployment Plans.
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Project CoordinatorBank Of America Dec 2007 - Mar 2011Charlotte, Nc, Us• Created Business Requirement Documents for the design and creation of Mortgage Customer Service's call delivery needs.• Performed User Acceptance Testing upon implementation of all assigned projects.
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Port Channel Sales LiaisonBank Of America Nov 2006 - Dec 2007Charlotte, Nc, Us• Oversaw daily production of CMD sales across 6 contact center sites.• Coordinated project rollouts such as Warm Transfer Toolbar, various sales initiatives, sales reporting requests, AS400 enhancements and E-Initiative.• Created errorless daily reports for management’s review.• Created training material and conducted training sessions consisting of new initiatives and/or procedural reminders.
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Customer Service Telephone RepresentativeBank Of America Oct 2005 - Nov 2006Charlotte, Nc, Us• Responded to and processed customer’s telephone inquiries regarding their mortgage loans by applying established procedures.• Researched and resolved customers billing issues in a prompt and efficient manner. • Cross sold products and services on available opportunities.
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Core Services RepresentativeThe Walt Disney Studios Mar 2004 - Aug 2005Burbank, Ca, Us• Coordinated repair and maintenance requests for facility related issues with corresponding internal departments.• Operated the main switchboard for The Walt Disney Studios and its subsidiary companies. -
Broadband Fulfillment SpecialistEarthlink 2001 - 2004Atlanta, Georgia, Us• Implemented procedures and processes to significantly improve quality and productivity.• Mentored and trained current employees on new/current procedures to improve quality as well as timeliness of project completion.• Generated errorless daily and weekly statistical reports for upper management.• Contributed to receiving top honors for most productive team in the company in 2003.
Juan Mercado Skills
Juan Mercado Education Details
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California State University, Northridge
Frequently Asked Questions about Juan Mercado
What company does Juan Mercado work for?
Juan Mercado works for Bank Of America
What is Juan Mercado's role at the current company?
Juan Mercado's current role is Vice President, Technology Business Analyst at Bank of America at Bank of America.
What is Juan Mercado's email address?
Juan Mercado's email address is ju****@****ica.com
What schools did Juan Mercado attend?
Juan Mercado attended California State University, Northridge.
What skills is Juan Mercado known for?
Juan Mercado has skills like Business Analysis, Banking, Risk Management, Project Management, Customer Service, Analysis, Microsoft Office, Process Improvement, Call Centers, Aspect Acd, Sharepoint Designer, Visio.
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