Business Analyst

Phone: 720-***-****

E-mail: ************@***.***

Ephraim C Salik

Objective To take on a challenging role as a Business Analyst and give an efficient and effective solution that will help the organization to achieve the best solution in business and ultimately increase its productivity in market.

Experience DIRECTV Inc. Greenwood Village 2015- Present

Analyst upgrade (Sales and Marketing)

Create system enhancements and updates for different line of business.

Help with researching and analyzing call routing issues and trying to find a fix for them.

Help to make process simple for any project related requests to help the line of business.

Help identify what the staffing needs are by business and optimizing the best fit for the employees and the business.

Work on managing the partners and letting them know to meet their daily goals by staying in the parameters required.

Helping the partners drive their cost down by meeting or exceeding their goals for the month.

Working by providing Intraday reports for site directors, managers and supervisors and calling out any level of concerns during business hours.

Working with site leadership on the impact of the long-term and short-term forecasts to staffing requirements and provide solutions to help with being over or under staffed.

Working with entering of new hires, schedules and putting in agents paid time-off requests.

Participating in weekly meetings with offsite partners and working to make sure they are abiding by the necessary requirements set forth for them.

Helping managers and supervisors of different departments to make sure agents adhere to their schedules and are not sitting in Aux/ACW.

Doing short term forecasting and long term forecast for different line of businesses.

DIRECTV Inc. Greenwood Village 2012-2015

Commercial Retention

Received escalated customer retention calls for the purpose of addressing appropriate course of action to maintain the commercial customer account which included negotiating with the customer while balancing business objective and taking timely action in order to resolve the customer's needs.

Provide solutions with the customer within defined business parameters and took timely action in order to resolve the customer's needs.

Help mitigate churn by working on the Active, No Services outbound team.

Regularly exceed all performance metrics and have become a mentor and leader on the team. Help develop talent within the team by leading huddles, managing side by side schedules and helping out as on the team P.O.C.s.

DIRECTV INC; Englewood, CO 2008-2012

Technical Customer Service/Case Management

Provide great communication written and verbal skills.

Provide effective and timely resolution to a range of customer inquiries and problems.

Strive for one-call resolution of customer issues.

Troubleshoot all technical inquiries regarding DIRECTV receivers and products over the phone.

Increase the customer experience by providing information on new products, programming packages and services through up selling opportunities.

Provide help to peers by taking supervisor calls when needed and helping out on the floor.

Helping customer with billing issues by providing the right resolution.

Provide ownership of problems by taking charge of them and solving them proactively by using the resources available.

COLORADO STATE BANK AND TRUST; Denver, CO 2005- 2008

Senior Consumer Banker/Assistant Manager

Consulted with customer resulting in increased and new product placement

Assisted in training bank personnel to help build knowledge of products

Three year pattern of meeting sales goals resulting it increase revenue for the bank

Instrumental in fraud protection and revenue retention

UMB BANK OF COLORADO; Denver, CO 2001-2005

Personal Banker Representative

Tripled my investment goals from 1 to 3 in a week.

Increased sales goals month over month for 2 years

Present financial solutions to customers.

1st BANK OF COLORADO; Denver, Co. 2000-2001

Teller

Took deposits and cashed checks, assisted with cashier’s checks/money orders

Balanced cash drawer every day and Checked for potential fraud.

ADAMS MARK HOTEL OF DENVER; Denver, Co 1998-2000

Front Desk Agent

Checked guests assisted with guests issues

Trained new agents on policies of the hotel and Helped with banquets and other events within the hotel

Education: Metro State College of Denver; Denver, Co 2008-2014

B.A in Hospitality Event Management (concentration in marking and accounting)

Achievements:

Involved in various volunteer activities with the community.

Assisted with the partner fair at DIRECTV

Involved with ongoing corporate citizenship and employee recognition programs

Skills:

Microsoft Office

Siebel

IEX

Avaya

STMs

Order Management System

Doc DNA

Account Resource management

Share Point

Leadership

Training

Analytical

Reducing Churn

Reporting

Access

Multitasking

Sales

Time Management

Customer Service

Asset Management

Communication

Quicken

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