Sales Customer Service

Cindy George

***** ******** ***, *********, ** **135

Cell: 216-***-****

Email: ***************@*****.***

CAREER PROFILE

Results oriented professional with fifteen years of banking experience. Highly analytic sales and performance analyst with

extensive expertise in performance management and reporting analytic functions. Experience in analyzing trends, customer

service and teamwork; consistently demonstrating leadership and initiative to manage multiple tasks, meet the established

objectives and improving existing functions to help businesses operate more efficiently. Self-directed, innovative individual with

a strong work ethic. Highly effective communication skills including demonstrated ability to satisfy client needs through

troubleshooting, research and problem resolution. Experienced in chat, email and social media in regards to design reporting,

and analytics.

Specialties

SQL Server Database Development, Microsoft SQL Certified, VB.Net Programming, SAS Programming, Microsoft Access

Certified, Oracle, Cognos Reporting, Advanced MS Office Suite Certification, Statistical Analysis along with Minitab

Statistical Software, Lotus Notes, Outlook, BI architecture,Web Development, Nice Call Recording system expert, Enkata

Strategic Services Suite, Six Sigma Greenbelt, Project Management, Sales & Production Improvement, Incentive

Administration & Planning, Sales & Production Improvement & Reporting, Goal Setting & Modeling, Coaching and

Development, Presentation Skill, Chat & Email development and analytic experience, Social Media reporting.

PROFESSIONAL EXPERIENCE

Key Bank

January 2012 – August 2014: Business Analyst/Client Insight Consultant

• Influenced strategic investment decisions by developing Channel Foundational data views that provide valuable insight

into client behavior and profitability within Channels

• Led full redesign of Channel dashboards that implemented centralized production and standardization of metrics and

approach across channels

• Provided senior leadership with analytical support in developing comprehensive reporting packages to drive business

decisions, while adhering to strict deadlines

• Supported new Sales & Service Momentum cadence by leading development of consolidated reporting of all KCB

segment field performance at a weekly level

• Contributed to multiple cross-functional Client Insights projects including Multi-Year technology planning and

Reporting consolidation

• SAS programming, to pull data from mainframe to be used in reporting and analytics

• Developed goals for Contact Center for Sales and Performance Reviews for over 100 positions

• Responsible for troubleshooting any arising issues related to tracking and reporting

• Responsible for design, deployment, and support of contact center employee data centered on employee performance,

client experience, risk mitigation, and policy adherence

• Supported and provided analytic’s, business opportunities and recommendations for Chat, Email, Social Media and

Web lines of business

Cindy George

January 2010 – January 2012: Process Improvement Analyst

• Use NICE Database Kit to provide additional reporting and data for analysis through the use of SQL Server Client

Tools

• Perform detailed analysis of client contact data from multiple data sources

• Translate and developed contact center business requirements into technical design requirements

• Established and defined practical reporting schedule and process

• Identified gaps in data capture and collaboratively implements enhancements

• Responsible for publishing reports detailing issues and recommendations for change

• Create reports using Cognos Reporting application

• Generated suggestions, innovative approaches and ideas for improvements

• Using SQL Server validate data weekly for gaps and overlaps to ensure data is accurate for feeds to other systems

• Manage hierarchy SQL database for support teams and for data feed to other systems

• Use Minitab to provide data analysis and set goals for client surveys

• Project related activities include (but are not limited to):Initiation/definition, Business case development, Requirements

gathering, Solution design, Testing, Training support, Communications (verbal & written), Tracking & reporting,

Identification and management of issues, risks, action items, defects, etc., and Post implementation support

May 2003 – December 2009: Financial Analyst III, IC Administration

• Analyze and document workflow and business processes across organization to identify and communicate performance

trends

• Use of analytical skills to provide a recommended course of action

• Conduct periodic time studies and apply the results of time allocation and standards across all functions to team and

individual scorecards

• Developed and produced reporting and incentive platforms using CLS for loan operations

• Developed and maintained Access databases utilized by the Call Center and Wire Operations

• Identify, propose, and lead initiatives to facilitate change that improve processes, increase productivity, quality and cost

effectiveness within Performance Management

• Responsible for goals and incentive payout for the Call Center

• Received Award for outstanding demonstration of Key Values

September 1999 – May 2003: Quality Analyst, KeyBank Call Center

• After 1 year on phones working as a corporate client internet specialist was promoted to Quality

• Responsible for managing relationship between Call Center and operations areas

• Received Outstanding Performance Award for work with bank operational areas

• Prepared and presented executive level projects and business reviews

• Strong analytical and interpersonal skills to effectively lead others to a desired goal

• Provided support and testing for Call Center project to bring in call recording system

• Completed Call Observes on agents and provided feedback to managers

• Completed leader shaping courses including how to coach others

EDUCATION & TRAINING

• Six Sigma Greenbelt

• Studied at Ohio State University

• Cuyahoga Community College – Computer Programming studies

• Microsoft Certified in Sequel Server and Visual Basic.Net

• Extensive knowledge Congos and Oracle Reporting

• SAS training

• Completed advanced courses in Microsoft Office Suite

• Completed course in Minitab including Basic Statistics and Service Quality Analysis

• Microsoft Certified Access Programming

• Nice Call Recording system expert

• Enkata Strategic Services Suite

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