Management Analyst
Resume:
Ruth C. Quintero
Roslyn Heights, NY 11577
************@*****.***
Profile: Over 10 years background in call-center operations with Fortune 100 company. Extensive liaison
experience between user community and IT, MIS. Excellent written and verbal communication skills,
bi-lingual English/Spanish. Experienced in local elections using BOLD software. LI-TSA member.
Experience: Roslyn School District (Contingency basis) Roslyn, New York
• School Budget Election Worker 05/06 -Present
Kliger-Weiss Infosystems Port Washington, NY
Business Analyst 07/05-10/05
• Drafted departmental policies and procedures.
• Collaborated with IT and high-end retail clients to define business requirements for projects.
JPMorgan Chase Hicksville,New York
Production Support Analyst 02/03-06/04
• Served as liaison between business and IT in call center. Provided functional support of applications,
performed UAT testing.
• Collaborated with end-users and IT to define business requirements for new systems and upgrades.
• Escalated issues, coordinated resolution, updated customers.
System Reliability Analyst Hicksville, New York
• Prepared Disaster Recovery overview presentation to senior management. 07/02- 09/02
• Collaborated with Collections Management to create new and modify existing Essential Business
Profiles for multiple sites.
Technical Coordinator Hicksville, NY/Texas
10/00-06/02
• Provided site support and communicated updates to the business units during testing and moves to new
facilities.
• Team member of Legal Department system re-engineering project. Liaison between IT and users.
• Worked as Change Control Coordinator for Recovery and Legal Departments.
• Managed exempt staff. Conducted performance reviews and appraisals. Collaborated on development
plans.
• Created Access database to log system issues to track staff productivity and monitor system issues.
System Technician Hicksville, New York
12/99 – 10/00
• Completed assigned projects, keeping the business updated as to the progress.
• Analyzed Davox dialer strategies and results for senior management. Established and monitored dialer
campaigns.
Bank One Corporation, formerly First Card Uniondale, New York
7/99 – 12/99
Production Flow Coordinator
• Participated in conversion of predictive dialing system (Davox to Melitta). Collaborated with on and off-
site IT and stakeholders.
Process Analyst 8/97 –9/99
• Collaborated with end-users to define requirements for new screen layouts as well as user profiles
required for system conversion.
• Performed weekly, monthly and quarterly audits to ensure compliance standards were met.
• Coordinated and provided system support to meet Collections and Recovery initiatives.
• Security Liaison for the Customer Support Division. Interacted daily with individuals at all levels, at
various sites, to provide service to internal customers.
Account Representative 2/91 – 8/97
• Contacted delinquent customers by telephone and in writing to establish payment arrangements.
Chase Manhattan Bank Garden City, New York
Account Representative 9/89 – 2/91
Education: Adelphi University Garden City, New York
B.S. Management & Communication – Cum Laude 1/05
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