Quality Assurance Project
Resume:
Ryan C. Warner
*** ******* ******, #***, *******, NC 27605
****.***********.******@*****.***
SUMMARY OF QUALIFICATIONS
• Detail-oriented Senior Operations Analyst with a background leveraging MBA credentials and hands -on experience in
quantitative/statistical analysis, staffing forecasting and extensive banking knowledge.
• Strong analytical skills in supporting business operations through analysis of key staffing indicators and trends.
• Consensus-driven communicator across various business units with strong ability to promote organizational success.
• Adept at general project management including the preparation of business requ irement documents, project plans, writing
system requirement specifications, and project status reports.
EDUCATION
Masters of Business Administration, George Mason University, Fairfax, Virginia, December 2012
Coursework: Business Statistics, Organizational Behavior, Business Leadership & Analysis
Bachelor of Science, Economics, George Mason University, Fairfax, Virginia, August 2008
SELECTED ACHIEVEMENT AND ORGANIZATION INVOLVEMENT
• Coordinated the development and implementation of a new measurement for service levels within the Capital One Banker
Staffing Model.
• Presided over a twelve member team from across the operations department to design, organize, and develop E*TRADE’s
internal operations website. Awarded E*TRADE STRIVE Award for leadership and teamwork
• Introduced and developed an operations training manual used exclusively by all E*TRADE U.S -based Branch Managers.
EMPLOYMENT HISTORY
Capital One Financial
Senior Operations Analyst October 2011 – Present
• Implemented annual staffing benchmarks, and communicated changes to market leadership.
• Coordinated the monthly branch workforce management report, and identified opportunities to refine communication
reporting methods.
• Managed and implemented the redesign of the branch banker staffing model for all 954 Capital One Bank branches through
conducting detailed interviews with business users, stakeholders, and subject matter experts.
• Provided proactive analysis of staff utilization to increase efficiencies within branches.
• Served as subject matter expert and departmental lead for complex forecasting and planning of staff needs by using
historical data, recent trends, known factors, weekly forecasts and daily volu mes for business units within retail branch
staffing.
• Facilitated teams to examine and solve business problems by accurately analyzing the needs of clients and helping
them achieve improved quality and value for their customers.
E*TRADE Financial
Operations Specialist November 2008 – September 2010
Operations Analyst September 2010 – February 2011
Business Analyst February 2011 – September 2011
• Analyzed and eliminated deficiencies in the Brokerage and Clearing Operations processes regarding business environment
issues and concerns in collaboration with senor leadership. Demonstrated successful project management and intra -
departmental relations skills by leading various projects encompassing business units, tech nology teams, and senior leadership.
• Organized the development of quality assurance processes for various areas of the Operations Department.
• Oversaw and documented team project status updates and produced formal communications of status updates to for to p-level
management.
TD Bank
Head Teller August 2005 – January 2007
• Managed a staff of six in providing diverse services to business and personal banking customers while encouraging relationshi p
building and operational compliance.
• Supervised daily operation of retail banking facility including influx of capital, daily settling, scheduling, and on -the-job training.
• Represented management staff in the coaching and development of teams through effective performance management.
Loudoun County Public Schools
Substitute Teacher December 2007 – November 2008
• Implemented teachers’ lesson plans and supported the needs students of various grade levels and special needs students.
Additional Skills
• Knowledge in running Monte Carlo Simulations
• Experience with SQL Programming
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