Business Analyst - Operations Analyst - Reporting Analyst
Resume:
Ryan Lowe
Pickering, ON. L1V3E1
416-***-**** ****.*.****@*****.***
Date: 2016
Re:
Job ID:
Dear Recruiting Officer,
It is with great interest that I am submitting my resume for a Business Analyst role within your company. I have the qualifications required for the posting through my years of experience as a Business Analyst with Bell and TELUS. My resume is enclosed for your review which outlines my education and career. Here are a few highlights of my career experience directly related to the role:
Data gathering and analysis to identify variances/gaps
Preparing weekly, monthly, quarterly and annual reports
Process re-design to improve efficiency
Process documentation
As a Business Analyst I have several years experience working on various projects, coupled with an education in project management. My years of experience in operations and business analysis has allowed me to hone skills in business requirements gathering, change management, process mapping, process design and implementation of efficiency programs. I have working knowledge and experience with project management tools and I am proficient in the MS Office suite of applications.
I bring to the table solid practical work experience, a strong focus on identifying problems and solving them, with a focus on operational efficiency, and proven leadership skills. I eagerly anticipate the opportunity to discuss your company goals and ways in which I will help your company achieve and exceed them. Thank you for considering my qualifications and I look forward to discussing the opportunity in detail with you in the near future.
Sincerely,
Ryan Lowe
****.*.****@*****.***
EXPERIENCE RELATED TO THE ROLE
I am a very competent professional who has the ability to identify and monitor key performance indicators and operational performance for reporting trends, variances and identifying opportunities to improve relations with stakeholders and improve processes. I have practical and theoretical knowledge of communications principles and methods to effectively acquire and share high volumes of rapidly changing information. I have well developed organizational and problem solving skills and I am personable with fantastic written, verbal and listening skills.
QUALIFICATION HIGHLIGHTS
Operational Efficiency
Call Centre Management
Employee Performance Management and Reviews
Customer Service
Operational Process Improvement
Customer Loyalty and Retention
Process Mapping and Improvement
Coaching and Supporting Staff
Staff Recruitment and Hiring
Customer Service Database Systems (CRM)
Track, Monitor and Report on Operational Statistics
Managing Union & Non Union Employees
Statistical Analysis
Monitoring Inbound Calls and Scheduling Staff
Problem Resolution
Delegating Employee Workload
IVR Data Reporting
Call Routing Analysis
Generating, maintaining, monitoring and analyzing statistical reports
Employee Engagement to Achieve Best in Class Performance
OBJECTIVE
In the role of Business Analyst I look forward to delivering on company/department goals as envisioned by senior management. I am able to identify and solve problems and with my years of experience I am able to ensure world class customer service to stakeholders, internal groups and customers. My experience as a Business Analyst and education in project management allows me to ensure the right support for the business when working on day to day tasks, programs and projects.
PROFESSIONAL EXPERIENCE
Bell Canada 2014 to 2015 (1 yr Contract)
Operations & Business Efficiency Analyst: Efficiency & Change Department
Identify and make recommendations on change improvement to close inefficient gaps while mitigating risks. Analyze and gather data to create reports for various levels of management.
Key Responsibilities:
Identify and create new processes to mitigate redundancies within the contact center
Identify, create, implement and report on change strategies
Data collection and accurate reporting and analysis
Tracking operational performance and capacity to increase customer and employee engagement
Compile data into summarized reports, and communicate to various levels of management
Develop spreadsheets, data analysis tools, and other tools to assist in the timely and efficient generation of reports
TELUS (www.TELUS.com) 2002 – 2013
Business Analyst: Enablement (2010 – 2013)
Fulfill all Business Analyst functions including in-depth analysis/definition of business needs, requirements gathering, development and delivery of projects encompassing documentation, testing and communication.
Key Achievements:
Implemented quality programs to improve processes and business strategy. This enabled the company to enhance productivity, maximize sales, and increase scope of client contact.
Worked on restructuring projects to reduce departmental spend and redundancies. The projects resulted in meeting budget and gained operational efficiencies.
Key Responsibilities:
Meet with internal and external teams to gather work and project requirements to ensure alignment to project charter
Produce tangible plans to detail project delivery and project scope.
Suggest cost-effective solutions that facilitate rapid product and service introduction, enhance customer experience and maintain data integrity.
Enhance business performance through process change improvements.
Facilitate meetings by demonstrating subject matter expertise when explaining outputs to senior leaders.
Meet deliverables to maximize operational efficiencies with minimal downstream implications.
Senior Manager: SMB Loyalty & Retention, Loyalty & Retention Business & Consumer (2003 – 2010)
I provided effective coaching, education, direction and leadership to teams of up to 15 Account Representatives. Ensured TELUS’ mandates of customer relations excellence, customer retention and revenue optimization were attained.
Key Achievements:
Implemented new quality models improving client and third party experience while increasing productivity.
Successful employee recruitment of Account Representatives. Created and delivered training programs for the loyalty and retention department. This resulted in reduced CHURN and higher ARPU for the company.
Facilitated change within department to increase customer satisfaction
Key Responsibilities:
Worked with internal resources and key stakeholders to ensure customer expectations were communicated and key performance indicators (KPI) were exceeded.
Managed customer escalations as a strategic priority to strengthen the business experience.
Participated in development/implementation/execution of key business project initiatives.
Customer Service Account Manager (2002 – 2003)
Provided superior customer service, resolved all nature of customer issues and ensured the highest possible level of customer satisfaction. Received promotion to Loyalty & Retention Manager due to superior work ethic, initiative, product knowledge and demonstrated leadership skills.
POST SECONDARY EDUCATION AND TRAINING
DURHAM COLLEGE (Oshawa Campus)
Masters Certificate in Project Management (MCPM)
Graduated in 2014
SELECT SERVICE TRAINING AND MANAGEMENT
Certified in Human Capital Development
Received in 2004
CENTENNIAL COLLEGE (North York Campus)
Teacher of Adult Education, Adult Education Certificate
Graduated in 2004
CENTENNIAL COLLEGE (Scarborough Campus)
Marketing Management Diploma
Graduated in 2000
VOLUNTEER WORK
We Day: Global Initiative
TELUS: Fundraising for Autism
Toronto East Youth Outreach Ambassador
Cancer Society of Canada: Relay for Life
Boys & Girls Club of Canada (Community Awareness)
Tropicana Community Centre
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