Senior Manager/Business Analyst Resume

SUMMARY

Experienced project and program manager with deep experience in global telecommunications and call center management.
Strong international management experience,technical strategy, planning, and business process engineering. Interested in Project
Management, Business Analyst, or Call Center leadership positions with international scope.

TECHNICAL SKILLS

Help Desk Tools: Remedy, Clarify, HEAT, Meridian MAX, Symposium, Aspect, Crystal Reports, Avaya

Software: Office 95, Office 97, Microsoft Outlook / Exchange, Lotus Notes, Visio 32

Operating Systems: Windows 7, Windows 95, Windows 98, Windows NT 4.0.

PROFESSIONAL EXPERIENCE

Confidential

Senior Manager/Business Analyst

Responsibilities:

Serve as primary point of contact for all Confidential Major Service Centers (MSC) and Regional Call Centers in Atlanta, London, Sydney, Rio de Janeiro, Cairo, New Delhi, Mauritius. Resolved issues related to all internally used global tools, process improvement, KPI’s, and Training.
Manage a team of 10 technical experts based in Atlanta, Reston, London, Cairo, Delhi, Rio de Janeiro and Sydney to facilitate the deployment of critical operational tools as well as collect feedback from user community ensuring proper requirements are provided for tool enhancement: Clarify (Incident & Problem Management), Orchestra (Network Management), IAS/Spectrum (Network Management), Avaya (Call Management/NIVR/Reporting), Webix (KPI Reporting)
Responsible for planning, scheduling, assigning, and tracking work of assigned team ensuring quality is maintained.
Develop and maintain Operating Level Agreements with Business Partners
Responsible for working with Corporate Telecommunications to develop call flows, call reporting, call scripting and routing and CTI.
Global KPI/Metrics reporting (Abandon Rate, Avg. Speed of answer, etc.)
Global process improvement using ITIL practice (Service Management, Change, Incident, problem, change)
Root Cause Analysis with the goal of problem elimination
Project Management of tool changes and evolutions within Service Operations
Project Manager: Global Rollout - Phone Pro training. 1000+ customer facing analysts completed the 4 course training.

Confidential

Senior Manager

Responsibilities:

Identified and implemented new help desk processes, policies, and procedures pertaining to ACD / VRU, call routing, escalation to 2nd level support, service level management, abandon rate, customer satisfaction, reports to upper management based on help desk performance data, training and cross-training, and team staffing / scheduling.
Manage internal support staff of 4 Floor Managers, 40 analysts (2 English, 2 Spanish, and 1 Portuguese queues).
Address team staffing needs and scheduling based on hourly call volume, abandon rate, and Mean Time to Repair (MTTR).
Work with floor managers and team leads to improve departmental Mean time to restore, Abandon Rate, and Average Speed of Answer.

Confidential, Georgia

Senior Manager/Business Analyst

Responsibilities:

Hired to build a brand new helpdesk for the Digital Express 2000 e-commerce web tool.
Identify and implement new business process and work flow.
Develop a Request for Proposal for an enterprise wide problem management system, and compiled all of the functional requirements for Problem Management, Service Level Management, and Knowledge Management, System Requirements and Change Management.
Compile all content (call types, business rules, work flows, business process, lead times, support matrices) pertinent to IKON.
Implement ITSM. Install Configuration Management Database.

Confidential, Alpharetta, Georgia

Senior Manager

Responsibilities:

Hired to completely rebuild the Wolf Camera Inc. helpdesk.
Identified and implemented new business processes and work flow between the Wolf Tac and the rest of the MIS team.
Developed a Request for Proposal for an enterprise wide problem management system.
Compiled all of the functional requirements for Problem Management, Service Level Management, and Knowledge Management, System Requirements and Security.
Implement ITSM across the company. Install Configuration Management Database.
Ticket volume rose from 500/month in June 1999 to 9500/month in March 2000.