Financial Analyst Data
Resume:
Martinsville, VA *****
Home – 276-***-**** Cellphone - 276-***-****
********.****@*******.***
WADE, TEAWANDA
OBJECTIVE Extensive call center management experience for major financial institutions. Possess strong team leadership, motivational, and analytical skills. Technically astute with experience in telephone systems technology
SKILLS & ABILITIES Five years of Reporting experience Master of designing and automating reports for internal and external usages Extensive experience with designing call routing in Aspect and Avaya Switches Some Six Sigma Training, Aspect Call Flow Design, IVR Empower, Tableau, Cisco, SQL and Data mining.
EXPERIENCE SENIOR BUSINESS ANALYST - AMERICAN EXPRESS GLOBAL COMMAND CENTER 2014 – Present
Created cost effected ways to cut cost by using self-services tools for Analyst teams
Write detailed user stories, user journeys and prepare project mapping as needed.
Solve business problems by performing business analysis, preparing requirements specifications, and testing for relevant business process modifications, applications, and/or reporting enhancements.
Creating user cases, scenarios, tasks and workflow analyses
Created Process Flow, Call flow in Visio for tech team.
Collecting data through means such as analyzing business results or by setting up and managing new studies
Transferring data into a new format to make it more appropriate for analysis
Creating new, experimental frameworks to collect data
Building tools to automate data collection
Searching through large data sets for usable information
Creating reports and presentations for business uses.
Correlating similar data to find actionable results.
Performing data validation and implementing quality control measures to ensure the continued success.
Analyze current business processes and make recommendations for improvement.
Improve training and operational procedures to increase productivity.
Work with clients to understand requirements
Create and present reports to executive team members and shareholders to support recommendations.
Oversee implementation of projects from inception to completion.
Use a variety of data analysis and organizational tools to uncover insights. UNIFIED COMMUNICATION- STATE FARM - BUSINESS ANALYST TEKSYSTEM 2012-2014
Developed processes for gap analysis between Cisco and Avaya IVR products and Integrated Future State.
Designed Call Flow and Business Processes for multiple business units.
Ensured adherence and coordination for the client with defined program standards and processes.
Liaised with departmental, site-wide end-users, and IT project teams to gather business requirements.
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Conducted business process analysis interviews with senior managers for
Delivered and enhanced IVR, and other telephony products to customers and contact centers.
Responsible for developing UAT test process and monitoring SIT execution phases
Handle the tasks of identifying defects and perform root cause analysis by analyzing data quality issues
Created business process flows, call flows using UML
Designed templates in Microsoft Visio
2009-2012- Manager E-Workforce Tactical Action Team GSI Commerce /Ebay
Supervised a team of 20 Analysts responsible for managing an Avaya ACD switch
Oversaw the shift scheduling of all agents (24x7) across 3 sites within Aspect EWFM system and NICE
Use SAP Workforce Analytics adhoc reporting
Managed and maintained contractual Service Level Agreement with outsourcing clients 1999 -2009 - Reporting-Financial Analyst GSI Commerce
Helped implement a Disaster Recovery plan across all call centers sites. Conducted business process analysis interviews with senior managers for
Delivered and enhanced IVR, and other telephony products to customers and contact centers.
Responsible for developing UAT test process and monitoring SIT execution phases
Handle the tasks of identifying defects and perform root cause analysis by analyzing data quality issues
Created business process flows, call flows using UML Business Analyst
Developed KPI Reporting for Senior Management
Responsible for all Workforce and Reporting Activities for Highly Visible and Specialized Clients
Responsible for Administration of Aspect PBX Phone Switch.
Worked with Senior Management Team on Short and Long Term Business Planning
Designed Modeling applications of UML using structure diagrams and their applications Workforce Analyst Supervisor
Managed Command Center of 8 Analyst within a 24x7 Contact Center environment
Managed Scheduling Department responsible for the shifts of over 400 agents.
Responsible for Maintaining Service Level Agreements for multiple business clients.
Responsible for Workforce research on trend and workforce staffing.
Supporting development of workforce plan and strategy
Establish NICE strategy for workforce
Designed report in Workforce Analystic
1998 -Dec 1999 Quality Systems Analyst Manager Tultex Corporation
Maintained employee records (time sheets, job descriptions, vac, etc.).
Processed Quality performance reports for management against domestic workforce and offshore contractors.
Programed and issued special requests by clients for additional reports as needed.
Performed Quality Assurance testing for departmental call splits to ensure proper Service Level Agreements
Trained Quality Assurance staff on computer systems used for data collection.
Provided end-user support on departmental computer software applications.
Processed Travel Expense Reports to assure staff members were reimbursed properly and in a timely manner.
Train staff and Quality Assurance auditors on the SAP R3 system.
Use SAP Workforce Analytic for adhoc reporting.
EDUCATION Bachelor Degree of Information Systems Technology Graduated of Old Dominion University, Norfolk, Virginia Certifications in Microsoft Word, Excel, Access, SQL, Visual Basic, Avaya CMS, Page 3
Crystal Reporting Writing, Workforce Analytics, Tableau, Cisco Egain, Nice, Scrum, Agile, Data Mining, Kronos, Aspect Routing CCT design, JAD, SLDC and Micro-strategy
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