Responsible for overseeing the daily production and performance of the dialer system, as in complying with Fair Debt Collection Practices Act and department policy and procedures. Liaison between Information Technology and the business units while maintaining full disaster recovery call routing plans across multiple sites. Documents, tracks and monitors requests and incidents to ensure a resolution and management of problem or project. Varied reporting dependencies and responsibilities met as requested. Work force management forecasting as warranted.

Dialer & WFM Analyst

Goal achiever through projects that translate customers data needs into new products, services, and profits. A business analyst that will make it all happen more efficiently and effectively by using these drivers and skill sets:Business Analyst – Analyzes various parts of the business to create relevant and timely financial reporting that leads to increased productivity and expense reduction.Data Miner – Must extract information from a dataset and transform it to an understandable structure for additional analysis using tools as SAS and SQL.Data Analyst – Has the ability and business know-how to interpret data and make timely and actionable suggestions.Problem Solver – Discover areas of the business to improve and design a method to improve and resolve issues.Process Design – Design and build process flows to improve current and new business processes.Innovator – Possesses the ability to think outside the box for new solutions.Subject Matter Expert – Due to the required depth of analysis, we often become de facto subject matter experts on operational topics.Network Partner - Must be able to build a strong network of peers. Work hard to develop team atmosphere and know where to get the answer.KPI Reporting – Responsible for the production of expense/performance track and unit cost analysis.Business Leader –Willing to initiate projects with limited, vague, and/or contradictory information and convert this information.Modeling – Develop various models designed to represent the performance of SCUSA core operations.Executive Resource – Relied upon by senior management as an unbiased SME for financial and operational metric analysis.Strategic Planner – Work cross-functionally across multiple departments to identify weaknesses and strengths to improve overall business strategy.

Multi million dollar volume management in a casual dinning ale house. Manage all aspects of food service operations in Augusta (profit and loss responsibility). Hire, train, motivate, supervise, evaluate, schedule and terminate employees. Oversee inventory control, ordering, food sanitation and quality control of food products. Maintain excellent customer service by stressing "the customer comes first" in all weekly employee meetings

2.2 Million in gross sales, currently trending >3% increase in sales while driving 2% positive customer growth.Manage all aspects of food service operations for two locations in the New Mexcio market (profit and loss responsibility).Hire, train, motivate, supervise, evaluate, schedule and terminate employees.Oversee inventory control, ordering, food sanitation and quality control of food products.Maintain excellent customer service by stressing "the customer comes first" in all weekly employee meetings

Lead a group of system administrators.Facilitate daily strategic Risk based goals for multiple dialing sites.Monitored and maintain the Austin Logistics software suite CallTech and OnQ.Audit and distribute daily reporting to senior management using various technologies.Consult and manage hourly dialing strategies for multiple product and delinquency level collection accounts while increasing contact rates by 2.5%.Publish and communicate trend analysis to management. Create and manage dialer related projects with continual updates to executives.Manage and maintain a first call resolution within a first level help desk support environment.Provided and supported emergency dialing plan with global coverage.Launched HSBC’s first international call optimization plan utilizing Austin Logistics Calltech software.

Multiple function system analyst, dealing with all call center technologies, ranging from inbound to outbound call flow, Austin Logistics software and Concerto dialer systems.

P&L management and marketing solutions

Manage all aspects of food service operations in multiple Florida locations. Hire, train, motivate, supervise, evaluate, schedule and terminate employees. Oversee inventory control, ordering, food sanitation and quality control of food products.