Business Operations Advisor

Suwanee, GA ***** M: 770-***-**** E: adgvck@r.postjobfree.com

Summary/Skills:

Enthusiastic customer focused analyst eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel. Proficient in best practices, leadership strategies and employee motivation to boost productivity and job performance. Well-coordinated in addressing problems, investigating root causes and implementing successful resolutions.

Customer Care/Billing/Contracts

Leadership/Mentoring

Excel/PowerPoint/Word

Process Improvement/ Documentation

Business Operations

Efficiency Driven

Operational Effectiveness

Quality Assurance Auditing

Experience

Secureworks, Inc., Atlanta, GA Sept 2016 –Mar 2019

Business Operations Advisor

Results-oriented management analyst adept at analyzing and improving business operations policies and procedures

Proficient in best practices, leadership strategies and employee motivation to boost productivity and job performance.

Well-coordinated in addressing problems, investigating root causes and implementing successful resolutions.

Determined reporting, analysis needs, designs and delivers solutions based on business requirements

Completed coaching and counseling with analyst to improve the quality of work

Provided continuous process improvements recommendations to decision-makers based on data from the Quality Management Systems

Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.

Facilitated all new hire training via online simulations and hands-on training with teammates.

Creates repeatable and scalable Quality programs to assist in development, presentation and adoption of new ideas and best practices to senior leadership and cross functional teams Tracked and analyzed reports to determine needed improvements.

Developed and updated tracking spreadsheets using SQL database.

Evaluated performance and policies against metrics.

Used Tableau and Excel to model data and forecast trends.

Collected, arranged and input information into database system.

Drove operational improvements which resulted in savings and improved profit margins.

Worked in various applications/systems to complete job duties such as Confluence, Salesforce, Remedy, JIRA, Excel, PowerPoint, Word, Tableau, ServiceNow, Zoom and MySQL database

Collabera Inc. (contracted with AT&T), Atlanta, GA Jun 2013 – Jun 2016

Network Project Order Manager

Project managed customer accounts from inception to completion while ensuring customer satisfaction

Communicated with customer to provide a timeline and complete understanding of the scope of project(s)

Collected and analyzed data to decide course of action for the project

Adhered to project scope and ensured project timelines were consistently achieved

Provided specific updates to scope/milestones of the project to the customer

Communicated project updates/achievements with all internal departments

Worked with Network Engineers to successfully activate the customer’s new network system

Worked with AT&T’s LEC to get customer’s telephone numbers ported during scheduled service activation

Trained new hires and created training documents for various internal groups at AT&T

Cooperated with engineering, manufacturing and corporate accounting to verify adherence to quality standards.

AT&T (formerly BellSouth Long Distance), Atlanta, GA Sept 2003 – Feb 2011

Quality Assurance Manager/Service Delivery Project Manager

Held the Subject Matter Expert (SME) title for all departments within company

Trained multiple departments by creating work processes to ensure work efficiencies

Completed quality assurance of analyst to ensured 100% accuracy of customer’s orders by auditing customers’ orders input into system before submission to provisioning.

Monitored staff organization and suggested improvements to daily functionality.

Inspected products and worker progress throughout production.

Implemented new quality assurance and customer service standards.

Collected production samples regularly and performed detailed quality inspections.

Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.

Applied coaching techniques and tools to support managers and team members in improving performance.

Tracked quality issues with external customers, suppliers and internal plant operations.

Established and tracked quality department goals and objectives.

Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.

Determined quality department standards, practices and procedures.

Worked with the finance director to research internal billing for Bellsouth, finding a $1.5 million dollar billing error.

Education

Colorado Technical University Online

Colorado Springs, CO

Degree Obtained: Associate of Science

Major: Business Administration and Management

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