In my role as a report developer and analyst my responsibilities include: ✦ Developing and maintaining reports and dashboards in Microsoft SSRS and Tableau ✦ Work with business analysts to identify business and reporting requirements✦ Write SQL scripts to query various IT systems✦ Perform DBA and business analyst tasks.Key Accomplishments✔ Created several reports and dashboards in Tableau.✔ Created a federated data warehouse to store data from Microsoft Dynamics CRM, Changepoint PSA, and OQS Boss.✔ Performed mapping of fields in Microsoft Dynamics CRM to fields in Changepoint PSA.✔ Created SQL scripts to populate templates used for data migration from Changepoint PSA 2010 to Changepoint PSA 2014.✔ Worked with project manager to test system integrations between Changepoint and Microsoft Great Plains.✔ Created several Cognos reports in Changepoint PSA 2014.

My primary role as an operational excellence analyst was to:✦ Facilitate the identification/development and delivery of best practices.✦ Work closely with operations and other areas of the business to develop best practices.✦ Evaluate processes from a quality perspective.✦ Communicate and present best practices to senior management.✦ Work with stakeholders to identify problems or needs, gather user and functional requirements and recommend and implement solutions.Key Accomplishments✔ Designed robust and easy to use customized agent commission calculators for all the first party outsourcing departments.✔ Built several customer segmentation decision tree models to support collection strategies for third party clients.✔ Completed several data analysis and reporting projects from end to end starting from gathering requirements, designing, implementing and automating the ETL processes, and creating and automating the reports. ✔ Created customized user forms and VB macros to extract client account information from the collection system and update letters in Microsoft Word for the client service department.✔ Made recommendations to automate manual processes in the system operations support department. When the recommendations were implemented it dramatically cut down the SOS operator workload.✔ Built a front-end MS Access application for the compliance department that searches for call recording files stored on multiple servers based on user search criteria and allows them to mass save the files to a share folder. ✔ Designed a dashboard that shows how many times users logged into the call recording system and listened to and graded call recordings. ✔ Worked with the compliance department to develop the call recording policy.✔ Identified several issues regarding dialer calls not being recorded and made recommendations on how to resolve the issues.

My role as a team leader was to:✦ Supervise, train, motivate and coach a team of over 20 agents to collection on past due accounts for a major US media corporation.✦ Perform call quality and ensure agents are in compliance with laws, regulations and company policies.✦ Update KPI reports and client required reports.✦ Input customer payment information into client system.Key Accomplishments✔ Designed the first commission calculator which was then implemented to all the FPO departments in the Newmarket office. ✔ Developed the call quality scorecard.

As a collector my job was to:✦ Collect on past due accounts for a large US bank.✦ Update customer information.✦ Review customer credit bureau reports.✦ Perform skip trace duties when necessary.✦ Prepare account for further action (e.g. assign collateral out for repossession, offset bank accounts, etc) if customers didn't pay.Key Accomplishments✔ Moved from an outbound agent working on an automated dialer platform, to becoming an inbound agent, to being assigned accounts to work as a back-end agent.✔ One of the top performing agents in the department.