Hope Peterson

Lexington, KY *****

T 562-***-****

acvp53@r.postjobfree.com

https://www.linkedin.com/in/petersonhope

PROFESSIONAL SUMMARY

Proactive, strategic, resourceful. and professional Business Analyst/Project Manager with more than 15 years of experience in software and contact center Enterprise Resource Planning. Guided over a multitude of projects from conception to deployment as a Software Implementation Project Manager. Led JAD sessions coordinating with management, developers, operations staff, and business analysts to reach the best design for the solution working with cross-functional teams. Trained Workforce Management teams and customers, supplied end support documentation and acted as primary contact support post go live. Served as the company liaison with the client, documenting requirements, setting expectations, and being the go-to source for all information. Served as a subject matter expert during all internal and external workforce implementations.

PROFESSIONAL EXPERIENCE

Monet Software – Los Angeles, CA Sep 2015 - Jun 2016

Software Implementations Project Manager (SaaS Workforce Optimization in the Cloud)

Created and designed full lifecycle Agile SMART Project Plans for multiple implementations running simultaneously.

Interacted regularly with developers and technical resources to ensure project and development were on schedule and fit the business requirement needs of each customer.

Organized JAD sessions weekly with implementation trainers, developers, management, and support staff to generate project solutions and document project plans with progress and risk assessments.

Analyzed and documented business requirements for each customer.

Presented project solutions to the client, including senior management and executives, in face-to-face and virtual meetings.

Provided timely, and consistent response, and turn-around of status reports, project plans, time entry and other documentation required by clients.

Coordinated user acceptance testing with the customer.

Administrated and maintained document control portals for multiple teams.

Dispensed defined processes while helping to identify process improvements.

Assisted the Customer Success Management team when needed with customer support, CSM training, onboarding, and customer retention costs through onboarding and adoption.

Developed use cases for internal systems testing and integrated solution testing including bug testing of Monet Software.

Worked with the training and technical writing department to document training.

Trained new hires and staff on the use of new systems.

Public Storage – Glendale, CA Sep 2014 - Sep 2015

Workforce Management Analyst/Intraday Real-Time Analyst/In-Charge Coordinator

Provided training and enterprise implementation of NICE TotalView Workforce Management systems and ININ Interactive Intelligence.

Served as the subject matter expert throughout during the implementation of NICE.

Implemented NICE TotalView Workforce Management systems.

Monitored real-time, intraday staffing levels and ACD agent work state reports.

Managed and analyzes real-time Service Levels (SL).

Provided recommendations, process improvements and solutions.

Evaluated staffing tradeoffs, call arrival rate and staff occupancy.

Elicited business requirements of the KPI, goals, and objectives.

Conducted root-cause analysis and statistical process control to ensure performance stabilization.

New Underground Records – Long Beach, CA Dec 2006 - Sep 2014

Business Analyst/Music Marketing Manager/Content Designer

Built models for understanding and analyzing the various traffic channels.

Created innovative new marketing programs that generate results.

Conducted market research including analyzing market and competitor information.

Researched value-added giveaways and other items for appropriate use.

Contacted labels to pitch marketing ideas and concepts.

Explored vendors and cross promotions with retailers and other outlets.

Negotiated contracts and booking of multiple bands.

Provided web, DPK, EPK, press kit, logo, content design, album art and mockups.

Analyzed, defined vendor requirements, compiled, solicited and maintained vendor database.

Newegg.com – Costa Mesa, CA Dec 2011 - Dec 2012

Workforce Management Business Analyst/Telecom System Analyst/Project Coordinator

Gathered requirements, mined call data, analyzed historical data to produce reports.

Forecasted call workload, call arrival and calculated staff requirements.

Created staff schedules, tracked and managed daily call center key performance indicators (KPIs).

Provided CMS and ACD administration, programming, and reporting.

Changed prompts, announcements, and skill based call routing.

Administered project documentation development and maintenance.

Analyzed, defined vendor requirements, compiled, solicited and maintained vendor database.

Facilitated communications between vendors and management.

Trained staff on the use of new systems.

Developed and coordinated technical studies.

Defined system functional requirements and condense them into a Business Requirements Document.

Generated enterprise resource planning (ERP) analysis, business requirements, and requirement elicitation.

Translated business requirements into software requirements.

Assessed, validated, analyzed, and documented business requirements.

Provided recommendations, process improvements, and solutions.

Facilitated the documentation and communications with the project team and other stakeholders.

Ditech.com GMAC Mortgage Mar 2006 - Apr 2010

Workforce Management Business Analyst/Telecom System Analyst/Project Coordinator

Trained and developed a workforce management (WFM) team.

Developed use cases for internal systems testing and integrated solution testing including bug testing of Monet Software.

Documented, implemented NICE TotalView Workforce Management systems and trained staff on the system.

Served as the subject matter expert throughout during the implementation of NICE.

Gathered and analyzed historical data and forecasted call workload.

Calculated and analyzed staff requirements and created staff schedules.

Established, reported and managed agent key performance indicators (KPI).

Provided CMS and ACD administration designer reports, and reporting.

Established links between projects and strategy.

Developed project scope and budget.

Managed project approval processes.

Developed and coordinated technical studies.

Collaborated with project management and consultants.

Facilitated the documentation and communications with vendors and other stakeholders.

TECHNICAL SUMMARY

Orange (Data Mining), NLTK (Language Processing Tasks), Rapidminer (Open Source Agile Platform, Predictive Analytics), SAP NetWeaver BI (Business Intelligence, Analytics, Reporting), YellowFin BI (Business Intelligence, Analytics, Reporting), Oracle (OBIEE, Business Intelligence, Analytics, Dashboards), MS BOARD (Excel Reporting), AVAYA (Supervisor, Admin, Reports Designer), ININ (Supervisor, Admin, Reporting), NICE (WFM, Speech Analytics, Reporting), Monet (WFM, Reporting), Virtual Hold Technologies (Call Back Feautures),Verint Systems (Speech Analytics), Witness System (Quality Monitoring, Reporting), Salesforce (CRM, Admin, Reporting, Development, BuilderTrend), SharePoint (Admin, Site Designer), Teamwork, TeamGantt, Project Online, Basecamp, MS Project, SharePoint, Smartsheet, Microsoft Office (OneNote, Word, Excel, PowerPoint, Visio), Visual Studio Web Edition, Adobe (LifeCycle ES2, Photoshop, Illustrator, InDesign)

METHODOLOGIES

Agile, Six Sigma, Agile SMART, Scrum, RUP, ITIL, JAD, RAD, SCM, Waterfall, PMBOK, and BABOK

EDUCATION

International Customer Management Institute ICMI

The Workforce Management Boot Camp

The Call Center School

Enterprise Resource Planning Workforce Management Boot Camp

SixSigma.us

Lean Six Sigma Onsite Management Statistical Thinking for Leaders

Glendale Career College

Project Management Professional (PMBOK) PMP, Business Analysis Body of Knowledge (BABOK), Statistical Process Control (SPC), Root Cause Analysis (RCA) Problem Solving

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