Performance Analyst

TANESHA SMITH

**** ***** **** **., ************, FL 32258 (H) 904-***-**** **********@*****.***

Professional Summary

Talented Business Analyst with proven success in collaborating with cross-functional and virtual teams to implement best

practices and achieve shared goals. Experienced in working across all phases of project life cycles to meet the

organizational plans and needs.

Skills

Executive-level presentations MS Office

Analytical Oracle RightNow Technologies

Strategic management Lotus Notes

Event planning Taleo and Peoplesoft

Strong written and verbal communication skills NICE Systems

Advanced editing and proofreading Cisco AnyConnect

Project planning and development Sabre/Saturn

Team building Avaya OneX Communications

Multi-site operations Mac and PC proficient

Planning and Implementation Documentation and Lifecycle Management

Product templates Excellent problem-solving abilities

Content Strategy Remote access technology

Social and new media

Campaign development

Work History

Performance Analyst 09/2010 to Current

American Express – Remote - Jacksonville, FL

Developed 20+ executive presentations and reports to facilitate project evaluations and process improvements.

Defined clear targets and objectives and communicated them to other team members.

Supervised the work of team members and departments, offering constructive feedback on their work performance.

Monitored timelines and flagged potential issues to be addressed.

Coordinated meetings and decisions across internal departments and teams for performance consultations and

operations.

Reviewed sales, customer concerns and new opportunities to drive business strategy at weekly planning sessions.

Spearheaded the Insurance Affirmative Consent QC Process for Travel & Lifestyle Services resulting in consistently

low error rates for card member insurance documentation.

Implemented various sets of comprehensive tracking processes to monitor various projects such as the Insurance

Affirmative Consent QC Process, Cruise Strategy Redesign and Able/Power Agent 5 Booking Tool performance(s).

Lead and participate in development of several network and global initiatives involving business requirements and

external customer feedback.

Assessed vendor products for the Centurion and Platinum Fine Hotels & Resorts campaigns and maintained positive

vendor relations.

Influence and drive results in highly collaborative environment while consulting with key business leaders and

various hierarchy.

Lead design projects that emphasize learning and engaging across all regions.

Document and investigate opportunities for team process improvements while clearly defining end-to-end process

flows.

Formulate and recommend tactical solutions for operational issues and highlight opportunities to drive efficiency.

Plan and control projects focused on streamlining team processes across all departments and regions.

Deliver clear project deliverables and collaborate with key stakeholders across multiple markets.

Support the planning and delivery of projects and initiatives with focus on improving the client experience.

Participate as the Point of Contact for Global Team Operations leading a wide range of projects.

Address all day-to-day servicing, research and escalation needs.

Identify gaps and generate process improvements for SOP documents.

Leverage strong understanding of customer experience and input key servicing requirements to enhance experience.

Drive results under tight timelines and multitask multiple projects concurrently.

Human Resources Training Coordinator 12/2007 to 08/2010

ADT Security Services, LLC. – Jacksonville, FL

Lead design, implementation and learning modules for all new employees and management throughout organization.

Create on board training content, study guides and testing material for new and existing employees to adhere to.

Evaluated the effectiveness of training programs and recommended improvements to upper management.

Research practices to aid in improving quality and efficiency for better employee and managerial productivity.

Trained new hires to perform cross-training exercises with experienced workers.

Coordinated ongoing technical training and personal development classes for staff members.

Conducted orientation sessions and organized on-the-job training for new hires.

Led daily, weekly and monthly coaching, counseling and feedback sessions.

Write and prepare job descriptions for all candidacy requisitions (internal & external) postings.

Reviewed and edited all training materials for accuracy and policy compliance.

Manage hiring portal and database including updates and software improvements.

Developed surveys to identify training needs based on projected production processes and changes.

Drove departmental performance and achievement of service levels through focused team operational reviews,

structured coaching and managing to enterprise targets.

Organized and edited training manuals, multimedia visual aids and other educational materials.

Write and detail all documents pertaining to new hire on board manuals, proposals and special projects.

Trained staff during demonstrations, meetings, conferences and workshops.

Explained employee compensation, benefits, schedules, working conditions and promotion opportunities.

Conducted background checks on candidates by obtaining information from law enforcement officials, previous

employers and references.

Process employee identification badges and records information.

Captured key feedback from employees during exit interviews.

Researched all payroll, COBRA, disability (STD & LTD) and all other FMLA business issues.

Facilitate new hire orientation classes, assessment testings and curriculums for onboard hiring process.

Compile attrition and assessment reports for HR Director, Recruiter and senior level leadership.

Coordinated complex travel schedules, accommodations and trip logistics for candidates and executives.

Coordinated employment offers with management and extended offers to selected candidates.

Executive Administrative Assistant 06/2002 to 07/2007

Federal Express – Jacksonville, FL

Managed the Director\'s complex and frequently changing travel arrangements and coordinated the pre-planning of

trips.

Arranged domestic and international travel plans and itineraries, including flight, car service and restaurant

reservations.

Managed external contacts for CEO and kept track of periodic communication needed for priority contacts.

Compiled and analyzed expense reports, budgets and filing systems including travel and tuition reimbursements.

Conducted research to prepare, gather and proof briefing materials, agendas and decks for all executive-level

meetings.

Assisted with team building initiatives and overall support for maintenance of organizational culture and employee

morale.

Supported the human resources department in the annual employee review process to manage performance merit

increases.

Directed administrative functions for the directors, principals, consultants and key managers.

Distributed company-wide announcements, booked conference rooms and coordinated catering for annual staff

development forum.

Answered a high volume of phone calls, email inquiries and ordered office equipment and supplies.

Wrote reports, executive summaries, newsletters and managed filing and office systems.

Composed and drafted all outgoing correspondence and reports for managers.

Complied annual recommendations for end of fiscal year budgets.

Negotiated pricing with vendors regarding wholesale billing and marketing procedures.

Coordinated materials for corporate events, festivals and award ceremony\'s such as March of Dimes, United Way,

FedEx Cup and Super Bowl XXXIX (39).

Consulted with advertising agencies to arrange promotional campaigns in all types of media.

Designed and implemented strategic business plan presentations and objectives.

Leveraged technical resources to design and create campaign deliverables, including e-mail invitations, articles and

marketing videos.

Drafted and edited content for organizational publications, including employee newsletters and stockholders reports.

Attended multiple trade shows with executives each year to preserve company relations with distributors, customers

and media personnel.

Managed all internal, external and crisis communications.

Planned and organized seminars, meetings and retreats.

Education

Associate of Arts: Communications August 2015

University of Phoenix - Jacksonville, FL

Affiliations

American Express 2014 - Present

WIN Core - Women's Interest Network

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