Business Analyst for the Load Management Team

Instrumental leader on 9 key integration projects between the Wells Fargo and Wachovia brokerage firms Document Business Routing Rules for Genesys Centralized Call Parking and Agent Level Routing projects Act as a liaison for Business and IT from a telephony perspective to ensure budget and implementation datesCreate and effectively manage project plansWork in partnership with IT to integrate Aspect, Avaya, and Cisco switches into a seamless network to deliver calls… Show more Instrumental leader on 9 key integration projects between the Wells Fargo and Wachovia brokerage firms Document Business Routing Rules for Genesys Centralized Call Parking and Agent Level Routing projects Act as a liaison for Business and IT from a telephony perspective to ensure budget and implementation datesCreate and effectively manage project plansWork in partnership with IT to integrate Aspect, Avaya, and Cisco switches into a seamless network to deliver calls effectivelyTranslate Verizon and ICM route plans to guarantee the project scope meets business requirementsPresent detailed business requirements to IT for integration related effortsDevelop and perform test scripts for User Acceptance TestingCoordinate with IT partners to resolve call routing issuesMaintain all Contact Center call routing workflowsInitiating a formalized Business Enhancement Request process Show less

Collaborated IT and business partners on the design and implementation of multiple workforce management tools (Verint and Aspect)Managed workforce administration for Verint and Aspect workforce toolsEstablished a SharePoint website utilized by all members of the Contact CenterCompleted audits of workforce management systems to ensure effective use of resourcesPartnered with business leaders to create key policies and proceduresConducted analysis and prepared staffing and… Show more Collaborated IT and business partners on the design and implementation of multiple workforce management tools (Verint and Aspect)Managed workforce administration for Verint and Aspect workforce toolsEstablished a SharePoint website utilized by all members of the Contact CenterCompleted audits of workforce management systems to ensure effective use of resourcesPartnered with business leaders to create key policies and proceduresConducted analysis and prepared staffing and hiring plans for 10 lines of businessesCommunicated data results through written and graphical analysisProvided daily support for 10 independent lines of business within the Contact Center; all with distinct business objectivesScheduled and oversaw intraday management for 5 transnational Contact CentersCoached new team members on all workforce management systems Show less

Counseled students and parents on all student loan productsSuccessfully handled customer service issues and concerns in order to maintain customer satisfaction and retentionInterpreted policies while analyzing applicant details and available documentationProactively reached out to clients and internal partners to ensure completion of loan applications