Objective: Seeking a challenging business analyst position with an organization offering advancement opportunities.

Experience

Nov 2005-Present Aetna/CVSC Caremark

Local Call Coordinator

• Monitors daily Inbound Queues, Service levels and Real Time Adherences.

• Performs phone reports for Department on a daily, weekly and monthly basis.

• Provides support to supervisors/Managers on CentreVu and RTA reports.

• Performs Quarterly Schedule Runs.

• Trains new TL's and CSR leads on Call Management applications.

• Assists with troubleshooting call routing when needed.

• Performs daily, weekly and monthly call volume forecasts.

• Mentors Less Tenure Call Management analysts.

• Coordinates Weekly IDP meetings and makes recommendations as needed.

• Provides service level analysis to management as needed.

2005–Nov 2005 Lifemasters Supported selfcare Inc

Operations Coordinator

• Monitored Inbound and Outbound Queues.

• Maintained phones stats for site managers.

• Analyzed CentreVu reports for team Managers.

• Coordinated outbound scheduling of calls for RN phone representatives.

2004–2005 Redcats USA

Forecasting Supervisor

• Forecasted call volume and AHT with great accuracy.

• Created short and long term staffing models.

• Coordinated weekly routing plans with MCI.

1999–2004 USAA San Antonio, TX

Workload Planning Analyst

• Forecasted call volume and AHT with great accuracy.

• Created short and long term staffing models.

• Trained several Managers and Directors on various call center applications.

• Received several awards based on performance

• Coordinated call flows with Member Service Design Team and LOB’s.

1995–1999 CITICORP San Antonio, TX

Call Center Analyst

• Forecasted call volume and AHT with great accuracy.

• Helped create short and long term staffing models.

• Created ad hoc reports and graphical reports for management.

• Developed several Excel and Access user friendly templates for units to use.

Qualifications

• 18 years experience using Excel, Word, PowerPoint and Access.

• 18 years experience using CentreVu and CMS (attended training for building CMS reports).

• 18 years experience reading vectors in CMS.

• 5 years experience using IEX Totalview.

• 13 years experience using TCS/eWFM.

• 3 months Blue Pumpkin experience (received certificate for attending class).

Education 1990–1992 University of Texas at San Antonio San Antonio, TX

Bachelor of Business Administration (B.B.A) in Management Science.

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