Consultant Business Analyst

Consultant/Technical Business Analyst/Project Manager allowing for parlay of business skills amassed in extensive career within software applications, customer service, communication and project management skills proven by over 25 years of experience. I believe my flexibility, technical ability and overall experience allows me to blend with companies and make a significant contribution to the achieving their objectives. Worked with PCI and HIPAA compliance. My passion is helping customers achieve the highest ROI for their existing investment.

Profile

Motivated, personable technologist who understands both technology and business applications. Over 25 years working with significant software applications. Talent for quickly mastering technology and applications. Diplomatic and tactful with professionals and non-professionals at all levels.

Flexible, easy going and outgoing. Poised and competent with demonstrated ability to easily transcend cultural differences. Thrive in deadline-driven environments. Excellent team-building skills

Professional Experience

1/15 to 6/15 Randstad Technologies – Assurant Insurance

Business Requirements – Design

oAssisted insurance customer in redesign of Interactive Voice Response software to improve customer experience and reduce telephone calls to agents

2/12 to 12/14 TEK Systems – State Farm Insurance (Bloomington, IL)

Utilization of HP Service Manager for Change, Configuration, Incident, Problem and Request Management for scripting and software changes and Primavera for time tracking and resource planning.

Mentored State Farm Business Analysts in Functional and Technical Requirements gathering.

Business Requirements – Design – Consultant: (2/2012 – 8/2012)

oDeveloped Current State Analysis for documenting Call Center’s existing recording and quality programs. (2/12 – 3/12)

oCreated Functional and Technical Requirements for effort with voice recording and quality for remote agencies (over 63,000 agencies) (4/12 – 8/12)

Created Request for Information (RFI) to solicit bids from various vendors

Conducted RFI evaluation, arranged vendor presentations and final bids

Created Executive Status Memos for status and summary

Project/Technical Coordinator – (9/2012 – 3/2013)

oTechnical Coordinator/PM for Implementation of large Call Centers (multiple centers, 20,000 seats) to Cisco UC Platform.

Provided implementation support to cutovers

Coordinated system testing and problem resolution

Created “t-minus” schedule for each implementation

Conducted team meetings with development, BA’s and other team members to assure timely implementation

oProject Manager for development and implementation of Cisco Dialer and Cisco IVR applications.

Developed T-Minus schedule

Project/Technical Coordinator with Business Analyst (4/2013 – 4/2014)

oLead team in identifying remaining call center groups and applications remaining on Avaya systems

Conducted business, functional and technical requirements for said applications (including call centers and IVR applications)

Created detailed t-minus schedule for said applications, including the movement of a key revenue IVR application (payment)

oTechnical Coordinator/PM for Migration of Circuits from Avaya Platform to Cisco UC Platform, supporting over 35,000 end points.

Created detailed t-minus in identifying all activities, from ordering, D-channel changes, testing, preparation of new backplane, cutover schedule for each Avaya switch

Business Analyst – Functional and technical requirements (4/2014 – 12/2014

oGathered business, functional and technical requirements for RSA Archer Risk Management Software application

oAssisted in process development for Business Risk and Compliance reporting

oCreated End user guides and training for users

oStayed on to function as Security Analyst, providing training to State Farm Technical Analysts for Technical write ups in utilizing new Risk Compliance process.

oCreated Executive Reports with RSA Archer Software; training State Farm personnel in report development.

1/2009 – 12/2011 Voice Print International Systems (Camarillo, CA)

Channel Director – Avaya Channel

oIncreased number of Avaya business partners reselling VPI solutions by 500%

oIncreased revenue from Avaya resell partners year over year

oConducted demos, training for resellers

1/2004 – 12/2008 Verint Systems/Witness (Roswell, GA)

OEM Operations Manager – Avaya channel

oOEM Operations Manager for Avaya workforce optimization product.

oDeveloped order process between Witness/Verint and Avaya for accuracy and speed. This process was later used by Avaya as basis for all of their OEM vendors.

oProject Manager for software development of solution

Documented requirements

Coordinated development and due dates

oRevenue growth from $200K to $19 million

1/2001 – okiBoe Systems

Started a boutique consulting firm, specializing in IVR and call center issues. Clients include Allstate Insurance, AMWAY, US Cellular, HTI Solutions. I will still conduct business under okiBoe from time to time.

Consultant - Zurich Kemper Insurance

Worked with customer in improving existing retention rate from 10% annually to 90%. Set up SKILLS program with agents incorporating into a career path.

Consultant – US Cellular

Assisted in development of Executive Presentation with ROI Analyst for call center consolidation and movement to an IP infrastructure.

Business Analyst/Consultant - Allstate insurance

Business and technical requirements for new call center implementations, including vector design and skills.

Reviewed and recommended changes to IVR menu which improved customer response (eliminated customer zero out by 85%).

Prepared Business and Technical Requirements for off shore call center.

Created change management process for call center workflow and script changes.

AT&T/Lucent/Avaya - 1980 – 2000

Career with progressive responsibilities and achievements.

CRM Sales Director – oversaw national team selling Avaya’s document management and CRM (Interaction Solution) solutions; 125% quota. Viewstar OEM Sales Director – oversaw Viewstar solutions integrators under DevConnect program.

Sales Director, Avaya Hosted and Managed Services - oversaw a team of call center sales support in presenting Avaya’s call center solutions. Prepared sales presentations with ROI equations for national sales team. Created Avaya Sales Guide on Managed Services versus Outsourcing.

Manager - Professional Services – managed a national team of professional supporting Avaya Professional Services initiatives. Assisted customer implementation of Siebel integration to IVR and Avaya call center.

Tier IV support – Call Center Consultant; would help customers uncover “loops” in scripts within call center. Note: I took this technical position after a sales career!

Global Account Manager – over several significant accounts, including Zurich Kemper Insurance, Waste Management, Over 17 years in sales from 1980 – 1995, achieved Super Achiever status (top 10% of sales force) attainment all years, and Top 1% sales force (President’s Club)o ne time.

Education

DEPAUL UNIVERSITY – Chicago, IL GPA 3.7/4.0

Bachelor of Science, Marketing Quantitative Analysis and Research, 1980

WHITE PAPERS, PROFESSIONAL CONTRIBUTIONS, TRAINING

“Managing your Call Center” chapter in Avaya’s Basic Call Management User Guide; a technical explanation on using CCS and engineering tables to compute number of trunks and agents required.

“Maintaining Statistical Validity in your Customer Satisfaction Surveys using IVR”

“Benefits to Call Center Consolidation”, “Consider the Customer”; both were Executive Summaries I prepared, which Avaya used as published white papers in trade journals.

Currently enrolled in Cisco CCNA Certification Training

Avaya SME

Skills Summary

IVR Menu Design

Network

Business Requirements

Technical Requirements

GAP Analysis

ROI Analysis and Presentation

Workforce optimization

Creation t-minus schedules

Call Center

Hosted Solutions

KPI’s

Workforce Mgt.

Channel Operation

IVR

Customer Surveys

Process Architecture

Current State

Quality Assurance

Front-Office Operations

Executive Presentations

Project Management

Customer Experience consult

RFP/RFI creation

Vendor Analysis

Risk management and compliance processes

Managed Services

RAID log

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