Strategic Business Analysis Manager

•Project manager as a liaison for the business during contact center migration projects, partner with IT and the business during contact center technology refresh project using Agile/Scrum methodology •Utilized Agile Methodology and applied principles within project Praesto to leverage best practices across multiple workstreams•JIRA administration to include migration of JIRA backlog, access administration, dashboard design and JQL queries for several workstreams•Cost Improvement identified and discovered cost reduction within the environment. Removing of unused virtual desktops to a cost savings of 11M •Quality and application testing of new applications within the environment to reduce business and customer impacts•Key partner in selecting a vendor for desktop analytics and voice biometrics •Worked as a NextGen Chairman to create budget and activities for the Missouri chapter while maintaining partnerships within CCB groups•Account maintenance and troubleshooting recording issues for all lines of business as a contact center NICE administrator (supporting over 45,000 users)•UAT testing along with test script creation within HP Application Lifecycle Management•Worked with Human Resources as a key member in interviewing applicants for project and team member roles•Leadership role within the Employee Experience Council to drive change based on employee surveys and feedback

•Integral part of the QA and UAT testing during the Enterprise Portal MOSS 2013 migration, Windows 7/iSpace Migration, Cross LOB NICE improvement Project and led the NICE 4.1 migration for the Springfield Contact Center. •Contact Center NICE Administrator for account maintenance and troubleshooting recording issues for all Card Services (supporting over 12,000 users).•Created form governance process for quality organization, build/maintain PowerPoint and NICE training materials•Website design to create and maintain intranet website for the business•Build/Maintain Excel tracking and reporting sheets for calls saved and batches worked•SharePoint design and maintenance includes setting up new call libraries, saving calls, coding media players in HTML, adding users, and layering permission.•Maintain compliance and controls overseeing NICE extraction of calls

•Developed procedure documents for Proof of Purchase sales and monthly reporting•Completed monthly quality evaluations to monitor analyst contact with customers using the NICE system and/or side-by-side coaching sessions.•Researched and responded to quality evaluation disputes to provide clarity and ways to improve quality and customer satisfaction•Organized and facilitated cross site listening and calibration sessions to assist business raise quality standards•Field general questions as a team leader about policies, procedures, quality process, and scorecards•Developed presentations, newsletters and reports using Word, PowerPoint, Publisher and Excel for business and senior leadership

•Project manager to order and replace computer fans replacement project for 1500 computers •Working with the NICE vendor on NATI board installs and other NICE server maintenance within the loggers•Call tracking including locating call information using NICE, GTI call data and TSYS. Information used by Chase legal and compliance for court ordered disputes•Facilitate computer systems training for each new hire class to introduce Chase applications and how to properly use

• Consistently ranked a Top Performer on my team and Springfield Call Center• Motivated teammates to be involved in events and projects• Performed side-by-sides with peers as coaching opportunities• Great understanding of applications and systems used on a daily basis (ex. TSYS, NICE, MAINFRAME)• Escalated calls while assisting in transition and been requested also during production to meet business need • Submitted account examples when system or application errors occur • Knowledge and experience using First Assist