Business Analyst in Oversight & Control Quality providing reporting, research and analysis, development, project management and administrative support for Consumer and Community Banking.Accomplishments include:• Managed high profile projects by coordinating with key stakeholders and global cross-functional teams throughout the Project Lifecycle on Customer and Functional Requirements, Design, System Integration and User Acceptance testing.• Produced 25+ monthly and ad hoc reports for senior management to reduce regulatory, operational and reputational risk, reduce expenses through improved productivity and lowering rework and errors, and providing tracking and trending of business and service delivery goals.• Enhanced existing processes and reports by improving validations and controls, and automating using SQL with relational databases to pull data from Oracle sources.• Collaborated with each line of business using best practices to create a combined capacity plan to manage staff against production goals and track staff movement or reduction initiatives.• Designed, implemented and trained staff on process to manage change of quality evaluation forms getting stakeholder input and ensuring efficient and accurate reporting changes.• Designed, implemented and trained staff on process to gather and report identified complaints across all lines of business to reduce regulatory, operational and reputational risk.• Researched and developed matrix to identify and streamline report sources and educate users.• Communicated and managed impacts as transitioned to new quality approach including how metric changes would impact scorecards and incentive; ensured support via long term and short term interim reporting as needed.• Facilitated transition of new manager to Reporting and Development team by creating documentation to outline existing team data including report inventory and system access requirements and being point of contact for all coordination efforts.

Business Analyst in Quality Assurance providing reporting, research and analysis, development, project management and administrative support for Credit Card Collections.Accomplishments include:• Designed, implemented and trained staff on process to submit, prioritize, assign and track project requests and presented project updates with roadblocks and milestones to C-Level executives.• Developed report to incorporate marketing and product data into Quality evaluation data to determine trends across various products.• Performed situational interviews of applicants for Customer Service, Collections and Analyst roles to ensure continued strength of team in supporting business goals.• Designed and administrated central location to deliver reports and communications to customers as well as to house procedures and work documents for the reporting and development team.• Facilitated operational realignment project easing transition from manual to automated reporting while meeting business needs.• Developed training to assist quality analysts in completing forms correctly improving accuracy.

Business Analyst in Business Planning and Analysis developing scorecard and incentive plans to drive business goals and improve employee satisfaction.Accomplishments include:• Mentored coworkers by providing transition support as well as employee development opportunities via training on software & processes.• Recognized by current and previous coworkers and managers as expert in reviewing tools, processes and communications by identifying potential issues and providing feedback for improvement and enhancement.• Developed tool to assess, track and trend employee skills used by Management in planning and guiding employee development.• Designed, developed and implemented scorecards and incentive plans driving business goals and improving employee satisfaction.• Collaborated with Payroll to establish process for paying earned incentive reducing delays and errors and improving employee satisfaction.• Facilitated focus groups to answer questions and obtain feedback about new scorecard and incentive plans improving employee satisfaction and driving business goals.• Created budget vs. expense analysis showing return on investment of incentive plans.• Created centralized documentation and training to explain scorecard and incentive plans tailored to each audience (advisor and manager).

Business Analyst in Process Improvement providing reporting, research and analysis, development, project management and support for Credit Card Collections.Accomplishments include:• Organized responses to external audit findings and legal requests.• Developed reports for pilot programs to determine effectiveness prior to implementation.• Designed, implemented and trained staff on new centralized issue tracking tool.• Developed universal quality form and terminology to improve consistency.• Created standardized process documentation for various audiences including owners, end users and internal/external auditors.• Collaborated to develop and implement appreciation events improving employee satisfaction.• Recognized by management for ability to work within team and across functions and titles to share knowledge, identify issues and determine agreed upon solutions.• Provided analysis to identify gaps and collaborated with key stakeholders to determine solutions prior to major tool conversions and tested new tool at pre and post implementation.

Liaison working with estates collection vendors to perform daily/weekly functions including account reviews, rush media, settlement requests, correspondence, closure exceptions, payment verifications and other reports used to maintain partnership between company and collections vendors.Accomplishments include:• Recognized by management for taking initiative to cover management duties or various reports when coworkers were out of the office alleviating impact to business.• Identified issues with existing processes and collaborated with systems managers and front end users to create solutions to reduce regulatory, operational and reputational risk.• Trained myself on undocumented processes based on business needs then documented and enhanced them improving accuracy and efficiency.

Liaison focusing on process improvement between estates and bankruptcy vendors and our internal groups that focus on this cross section of customer accounts.Accomplishments include:• Coordinated reorganization to ensure all moves had minimal impact to service level goals.• Established regular meetings to get feedback from each group for process improvement.• Developed processes to improve efficiency of placement recalls from vendors reducing regulatory, operational and reputational risk.• Identified process inconsistencies across groups and implemented solutions.• Developed training and job aides to assist staff in accurate completion of tasks.• Developed Outlook form improving efficiency of transferring work between groups.• Coordinated visits of external estates and bankruptcy vendors as well as C-Level executives.

Manager handling day-to-day operations of 15-20 customer service phones representatives including monitoring calls for quality, developing employees and ensuring service level and other business goals were met.Accomplishments include:• Collaborated to develop linear career progression plan improving employee satisfaction.• Enhanced job and enrichment opportunity posting process to make it clearer, created presentation and trained staff on the new process.

Representative handling incoming customer phone calls to improve customer satisfaction and meet business service level and quality goals.Accomplishments include:• Completed peer coaching to reduce hold and not ready time and improve quality meeting business goals.• Developed and facilitated training as part of job enrichment with Human Resources Training.

Waitress duties expanded to include supervising a staff of 30, maintaining supplies necessary for business operation, balancing cash against daily sales and keying coded food items for customer receipts.Accomplishments include:• Researched, designed and implemented start up of delivery service including market study, establishing procedures, hiring staff and managing day to day processes.

X-ray Specialist providing x-rays requested by physicians and maintaining patient records.