Service Delivery Analyst

An experienced professional seeking career advancement within a dynamic

organization to utilize my strong financial and technical skills,

educational background, the ability to work well with people and

analytically resolve problems in addition to meeting or exceeding employer

expectations and goals.

Areas of Expertise

Process Improvement and Implementation Loan Brokerage and Processing

Data Analysis and Reporting Reporting and Benchmarking

Regulatory Compliance Customer Service and Public Relations

Professional Experience

Imergent Corporation ( Tampa, FL

Service Delivery Analyst 06/2010-present

. Translated business requirements into Operational & Senior Management

metrics, highlighting key trends in the data.

. Developed and maintained effective tools to track and report program

deliverables. Developed queries using Access and SQL to effectively

retrieve data for management reporting.

. Overachieved in identifying opportunities for improvement and risk

factors by monitoring data for patterns and outliers.

. Tested and reported different issues within the working processes.

Mapped multiple spreadsheets and examined data for errors and

suggested solutions.

. Prepared and presented monthly/quarterly reports to internal and

external clients using MS Excel and MS Access.

. Monitored and facilitated employee compliance with all company

policies and procedures.

. Kept track of issues and worked with other employees in creating and

implementing solutions to the issues.

. Volunteered to lead projects to improve operational efficiency.

Lex Consulting ( Varna, Bulgaria

Mortgage Brokerage and Processing 08/2006-04/2010

. Coordinated the processing and closing of residential loans with

Bulgarian Banks for international customers within the European Union

and Russia.

. Navigated and adhered to complex EU and local lending laws and

regulations.

. Performed multifaceted financial and background analysis for potential

clients to qualify them for specific loan programs and bank

requirements.

. Developed and managed contractual agreements business relationships

with external clients and Banks.

. Experience with Act 314a - part of the Patriot Act accepted in 2001

for AML and Suspicious Activity Report (SAR)

ONNO Restaurant ( Varna, Bulgaria

Assistant Manager 2002-08/2006

. Responsible for developing new business, achieving and maintaining

profitability and enhancing the quality of the customer experience.

Ensured all expenses are within budget levels

Notable Accomplishments:

Credited with "excellent customer relations" in annual performance

evaluations.

Abeama ( Tampa, FL

Software Developer 2000-2002

. Working with MS Office suite of products, HTML, WML, HDML, XML, WAP,

Education

Bachelor of Science in Business Administration (

Varna Free University "Chernorizets Hrabar" ( Varna, Bulgaria

Computer Skills

Advanced levels of MS Excel and MS Access (used as a daily working tool);

Fully proficient in MS Excel (such as Formulas, Pivot Tables, Vlookups, IF

Statements, Templates, Importing & Exporting Data);

Manipulation of large Excel spread sheets (>1,000 cells of data);

Advanced levels of MS Access - database development, creating of queries,

reports and forms;

Proficient in MS Word, Outlook, Power Point, working knowledge of SQL,

MySQL, SQL Server, Oracle 10g, Lotus Notes, MS Visio

Languages

Fluent in English and Bulgarian (as native language) using Cyrillic

alphabet; basic level in Russian and German

Personal Skills

. Very good interpersonal, organizational, communication and

presentation skills

. Strong analytical and problem solving ability

. Detail oriented and organized

. Ability to work well in a team environment and with diverse

people

. Self-motivated

. Logical minded person with the ability to easily understand

complex issues

. Desire and ability to learn about new business processes

. Experienced in operational procedures creation and project

leadership

Contact this candidate