Liz Klima Email & Phone Number

Dallas-Fort Worth Metroplex

Houston, Texas, United States

Houston, Texas Area

Richardson, Tx

Sr. Business AnalystJul. 2013 – PresentBusiness Analyst llNov. 2010 - Jul. 2013Manage a variety of both capital and overhead technical projects, negotiate contracts, and collaborate and facilitate meetings with Flexjet business leaders and third-party vendors. Prepare scope, schedule, and budget for all projects as well as conducting in-depth analysis and preparation of business requirements documents in accordance with standard processes and guidelines. Perform system testing and manage user acceptance testing on projects and change requests. Serve as the IT liaison and SME for the Charter Brokerage and Customer Account Management teams. - Managed the Skyjet Integration project which optimized and streamlined processes, eliminating the need to backfill three positions while achieving a 20% increase in volume. - Managed the FlexBilling Evolution project which integrated the billing and trip booking interface providing a single point of entry allowing for improved data integrity and user efficiency, plus ensured continued compliance with Microsoft Windows 7 OS by updating code from VB6 to .NET. - Managed the Telecom Upgrade project, upgrading the most critical components of the Flexjet telephony platform to a current and supported version. Implemented the first phase of unified communications with Microsoft Lync.- Managed the LAN Upgrade, upgrading entire LAN network of core and edge switches increasing capacity 100 times greater than the current capacity..- Lead two separate pillar teams for a company initiative to become a Dallas Top 100 Employer.- Designed and developed custom call center reports that provided a time savings of 30 minutes per week and enabled call center managers to make better staffing decisions.- Consulted and designed a more efficient call routing strategy for Vendor and Internal calls to Customer Account Management and redesigned call routing for Maintenance Control that assisted the team with better phone coverage.

Plano, Tx

Program ManagerAug. 2008 – Nov. 2010Business Analyst llAug. 2007 – Aug. 2008Collaborated with internal teams, media agencies, data specialists, call centers and other vendors associated with projects. Facilitated meetings with clients, vendors, and internal staff for active and ongoing project/program management. Prepared estimated effort hours and pricing proposals for new and existing programs. Conducted in-depth analysis of program performance; provided feedback and recommendations for program performance improvements. Created business requirements documents for IVR programming, report, export, import and other programming. Performed quality assurance testing and managed user acceptance testing with the client and vendors associated with a project.- Managed multiple programs for a varied client base and combined monthly revenue of over $75,000. Client base included Pharmaceutical and Healthcare Companies, Retail and Service Companies, and Direct Response/Marketing companies. - Managed multi-faceted projects for several different program types which include Interactive Voice Response (IVR) programs, Outbound Reminder and Survey IVR programs, and Direct Response Call Management solutions. - Designed new client requirements documentation that was implemented as the standard documentation for client signoff on custom development requests. - Assisted other teams on special projects including the presentation of a specialized voice response program for our largest healthcare client. Organized the first ever Intelemedia Focus Group to provide feedback on this program.

Richardson, Tx

Business Analyst llJan. 2007 – Aug. 2007Business Analyst lSep. 2005 – Dec. 2006Prepared business requirements documents for reports and projects across all business units. Created and modified various metric reports for the customer contact team including correspondence and call performance data. Performed user acceptance testing and data validation on completed report projects. Facilitated meetings with Customer Contact Executive Management and the Reporting Development Team.- Performed as the Lead Business Analyst for a division-wide initiative to automate reporting for all of Customer Contact. - Prepared a monthly statistical performance review for the CCPMO which provided a snapshot of all projects and their statuses- Responsible for testing and administration of a new Global Project Management application implemented November 2006.

Bangor, Me

Performed thorough project analysis, development, and documentation on several projects. Submitted changes to correct billing issues and verified setup of billing tables. Designed and developed reports using AS400 SQL for queries. Maintained the NE Region Helpdesk email and answered calls regarding billing issues. - Self-taught AS 400 query writer. Utilized skill to provide custom metric reports for various departments.- Performed monthly revenue assurance testing to ensure accurate billing of customer statements. This resulted in a savings of over $200,000 in revenue across a two year period.- Prepared and coordinated formatting of data to consolidate billing and customer systems across all Regions; served as the IT liaison between the NE Region and the Corporate Office.

Bangor, Maine Area

Collections Manager – Customer Operations DepartmentSept. 2000 – Apr. 2002Activations ManagerMay 2001 – Dec. 2001Customer Accounts Supervisor (Billing/Credit/Collections)Dec. 1995 – Sept. 2000Coordinated workflow, policies, and employee schedules and facilitated team meetings. Developed training material for all collection and activation processes. Managed relationships with outside Collection Agencies and Credit Bureaus. Interacted with external and internal customers regarding collection and credit related issues. Responsible for yearly budget preparation.- Hired, trained, and supervised/managed a team of 30 Collection Representatives and 10 Activation Specialists. - Established department guidelines and goals; consistently achieved or surpassed budgeted bad debt goals by 10% or more.- Performed analysis on department activities and processes; implemented new strategies to meet Regional objectives.