Senior Analyst, Customer Service, Data Quality

Location:

Houston, TX

Posted:

August 07, 2016

Contact this candidate

Resume:

JOHNIE HACKETT, III

**** ******** ****** #*** • Houston, TX 77056 • Tel: 713-***-**** • acv2a4@r.postjobfree.com

CAREER SUMMARY

Analytical, resourceful professional with extensive experience in project management, data analysis, customer service and paralegal support. Instrumental in streamlining organizational functions and developing processes to automate systems, enhance productivity, and maximize quality control.

KNOWLEDGE & EXPERTISE

System Analysis

Relationship Cultivation

Process Documentation

Business Process Improvement

Project Management

Training & Mentoring

Team Building/Leadership

Change Management

Reporting

Program Proficiencies

MS Office (Word, Excel, PowerPoint, Access, and Outlook) • SAP Plant Maintenance (PM) • SAP FICO

SAP Vendor Master • LexisNexis • SalesForce.com

CAREER HIGHLIGHTS

PACIFIC DRILLING SERVICES, INC., Houston, Texas 2011–2016

Maintenance System Analyst, Operations Support (2012-2016)

Responsible for ensuring the standard maintenance workflow and the SAP PM system functions efficiently, and drive continuous improvement with respect to the maintenance system.

Notable:

Received 5 Years of Service Award in January 2016

Highlights:

Ensured the maintenance system is configured to facilitate maintenance planning, execution and performance management

Extensively involved in the importing and validating of maintenance-related data for analysis and reporting purposes

Completed quarterly GAP analysis of imported maintenance content, equipment, and parts availability across the fleet’s vessels

Create, edit, and maintain standard documents for current and future maintenance system applications

Lead the initiative in creating procedures, standards and work instructions related to maintenance workflows and systems

Proactively followed up on and resolved day-to-day maintenance inquiries from rig and operations personnel

Audited maintenance system for compliance with Pacific Drilling's standard practices and philosophy

Identified and resolved key gaps in the current Operations Support processes and systems by driving projects to resolve process gaps and improve data quality

Responsible for the analysis and functional specifications of “As-Is” and “To-Be” maintenance workflows to conduct GAP analysis in comparison to the proposed system to enhance the core functionality of SAP PM

Implemented key changes in accordance with Reliability Centered Maintenance (RCM) philosophies

Designed and refined report models containing maintenance KPI’s in relation to overdue work orders, operational downtime reporting, upcoming work to be performed and other ad-hoc reports

Provided end user support and training for SAP Plant Maintenance

Cash Management Specialist, Treasury (2011-2012)

Supports the management of daily cash, forecasting and funding activities for an ultra-deepwater drilling contractor.

Highlights:

Supported Cash Manager with day-to-day operations: monitoring cash position, forecasting, issuing letters of credit, review and document controls.

Maintained frequent contact with corporate bank relationship managers to review and implement banking products and services.

Provided support to VP Treasurer, Cash Manager, vendors and internal staff through all phases of the procurement to pay process.

MEDICAL RESEARCH CONSULTANTS (MRC), Houston, Texas 2004–2010

Project Manager (2008–2010)

Managed projects with overall aspects of finance, personnel, and quality assurance for a litigation support organization with estimated revenues of $1.2M.

Notable:

Increased business performance and revenue gains to $125K by identifying and improving internal department processes and maintaining a repeat client base.

Received the Commitment to Quality Award for 5 years’ of quality performance.

Highlights:

Supported Vice President of Operations in management of a client interfacing team: maintained and fostered customer relations, oversaw product deadlines, and processed record requests.

Provided support to several top-level law firms in mass tort and multidistrict litigations from initiation through finalization.

Provided subject matter expertise to peers and customers in data transfer to SalesForce.com.

Managed details of assigned projects including order confirmations, custodian contacts, record acquisition, client invoicing, and support.

Mentored staff employees, evaluated/reported work performances, and managed disciplinary and procedure violations.

Case Entry/Research Supervisor (2007–2008)

Supervised daily operations of a data entry team with 18 front-line employees, 2 team trainers, and 1 team leader; reported productivity and successes to the Director of Records Retrieval.

Notable:

Developed and introduced new operating procedures leading to increased efficiency, reduced new and existing staff learning gaps, and dramatically lowered error rate.

Highlights:

Accountable for accuracy of database entry: ensured all patient specific information was properly recorded including HIPAA-compliant authorizations and patient demographics.

Attended semi-weekly meetings and conducted conference calls to outside employees for coaching and feedback related to direct reports, quality reviews, and quarterly staff evaluations.

Case Entry/Research Team Leader (2006–2007)

Supplied support to the Case Entry/Research Supervisor in the overall management of 42 employees.

Highlights:

Directly managed the overall performance of 10 front line employees.

Launched the first installment of a remote workforce for the Record Retrieval Department under direct supervision of the Case Entry/Research Supervisor and Director of Human Resources.

Recruited as front leader to train new and existing staff and support new team trainers.

Case Entry Processor (2004–2006)

Highlights:

Executed entry-level data filing of patient, case/docket, and provider information comprised of four-thousand plaintiffs.

Entered client-driven requests into proprietary database for validation, location, and submission to various providers.

Examined court documents including plaintiff fact sheets, interrogatories, plaintiff-produced records, and