Senior Business Systems Analyst
Current• Served as Lead Analyst and Workforce Manager for centralized Customer Experience (CX) and Collections.- Functioned as business owner for multiple CX application development projects using AGILE SCRUM methodology.- Developed requirements for CX system design and determined functional and UI capabilities.- Performed DEV and QA testing for each code release.- Utilized WFM Platforms for forecasting, scheduling, tracking, monitoring, and reporting customer experience statistics while serving as Administrator. • Hired, supervised, and mentored junior analysts for CX support roles.• Enhanced WFM cycle by analyzing historical occupancy, schedule adherence, volume, and AHT trends and recommending improvements. • Consistently received bonuses for exceeding performance expectations. • Initially hired as contractor, transitioned to full-time status after 12 months based on outstanding performance.
