James E. Curtis

* ******* ***

Jacksonville Beach, Florida 32250

904-***-****

adiqw2@r.postjobfree.com

QUALIFICATIONS

Proven leadership skills in both the corporate and military arenas, using concise and empathetic verbal/written communication skills with all levels of management and staff.

Strong analytical and problem-solving skills: accurate and timely analysis of project requirements; problem solving with emphasis on results, deadlines and relationships.

Continuous Learner: The present speed of change is the slowest it will be in our lifetime. Today I will learn what others won’t, so tomorrow I can do what others can’t.

COMPUTER SKILLS / LATEST VERSION USED / WHEN LAST USED

SQL Server: 2012 (Medium Skill Level) 11/2020

SAP Crystal Reports: 2016 (Advanced Skill Level) 11/2020

Tableau: 2020.1 (Novice Skill Level) 11/2020

SAP Business Objects/WeBI: 4.2 (Medium Skill Level) 11/2020

Microsoft Office: 365 (Advanced Skill Level) 11/2020

Call Management System: Rumba, CentreVu Supervisor, CMS, Avaya IQ 07/2012

PROFESSIONAL EXPERIENCE

Allstate Dealer Services 08/2012 to Present

Jacksonville, Florida

Allstate Technology & Strategic Ventures [ATSV]

Report Developer, Enterprise Data Analytics:

Responsible for capturing report requests, writing report requirements, creating report stored procedures, developing, testing, quality assurance, scheduling of Crystal, WeBI, Excel and Tableau reports, as well as ‘Keeping The Lights On’ (maintaining, trouble-shooting, expanding) for dynamic report packages to meet the needs of thirty-two clients with over four hundred individual reports.

oMetrics reported are shown below:

Contracts pending (sold but not paid for), sold (paid for), cancelled and Net

Written premium, earned premium and un-earned premium

Pending/paid claims, pending/paid claim amounts, average claim amount, claim frequency

Incurred Loss Amount, Incurred Loss Ratio

Remittance amounts by age buckets and commissions by agent, dealer, payee

oAnswered complex business questions by providing detailed analytics and root cause analysis with supporting documentation

oCreated audits for company executives (internal/external), insurance compliance organizations (internal/external), clients, operations, finance, and product owners

oDuring a twenty-four-month period, reconfigured an existing business application to combine data/history from multiple sources including:

Review of over twelve-hundred reports to determine the source of each report/field

Compile list of reports/fields/calculations where source data needs to point to the new application

Creating pre-conversion source base tables for post go-live testing

Ensured new application fields had one distinct name and data/history from sunset source were accurate

Expanded existing reports to include additional products/features and parameters from the old source

Testing/QA prior to go-live to confirm all existing reports ran successfully

Moved updated reports to the production environment prior project go-live

Northgatearinso: 05/2010 to 07/2012

Jacksonville, Florida

Global Reporting & Analytics Team

Sr. Analyst, Business Strategy:

Responsible for integration of reporting systems from the existing reporting application (14 clients) into the new business application for Northgatearinso (in excess of 2,000 clients) and placing all client reports in Business Objects

oTeamed with business units to capture reporting requirements, retrieve data from data servers to include Oracle Server and SQL Server, develop, QA and published final reports to Business Objects

oTrained eight team members in Kochi, India; three members in Buenos Aires, South America and three members in Jacksonville, Florida on the new reporting system

Convergys Corporation: 05/1996 to 05/2010

Jacksonville, Florida

Human Resource Management (HRM):

Analyst, Business Strategy: 07/2006 to 05/2010

Responsible for client reporting which includes Monthly Summaries, Weekly, Daily, Real-time metric and custom reports for projects such as Whirlpool, Boston Scientific, Guidant, Bristol-Meyers Squibb, State of Florida, and Flextronics.

oProduced key Client monthly reports that concisely packaged the performance of each client team, emphasizing contractual Service Level Agreements.

oReconciled performance metrics indicating true SLA performance which resulted in SLA attainment and financial penalty avoidance.

oPartnered with client teams (business units) to capture reporting requirements, retrieve data from data servers to include Oracle Server and SQL Server, develop, QA and publish final reports to Business Objects

oAnalyzed client data using crystal reports and Excel pivot tables to determine root cause of a First Touch Resolution issue recommended excluding cases which could not be handled on a call, resulting in $100K savings in 2009

oRoutinely partnered with the client teams (business units) to capture reporting requirements, developed, QA'd and published reports to Business Objects

oStreamlined operational reports that allowed operational teams to better manage their day-to-day inventory

oCreated audit history reports allowing operations a vehicle for continuous improvement

Customer Management (CM):

Finance Associate: 04/2001 to 06/2006

Book Close, Billing and Financial Analysis of existing client accounts ($200M Annually) to include:

oFinancial reporting, forecasting, and performance analysis

oPartnering with operations to highlight business strengths/weaknesses

oLabor/expense accuracy

oEnsuring preliminary and final invoices are accurate and timely

oP&L Review

oReporting (Internal/External)

Operations Department:

Volumes Manager AT&T Wireless Services: 01/2000 to 04/2001

Forecasting Call Volumes based on historical call curves and projected marketing initiatives

oSupported twelve supervisors/employees charged with:

oCoordinating employee scheduling for 600 employees across numerous accounts

oDocumenting exceptions such as vacations, leave of absences and FMLA

oDocumentation of schedule adherence

oEnsuring shortfalls do not affect client mandated service level agreements

Reports Manager: AT&T Wireless Services: 03/1999 to 01/2000

Responsible for the integrity and timeliness of Reports

oDocumented Direct Measures of Quality (DMOQs) for both external clients and Executive Leadership Team

oSupported four supervisors/employees in daily reporting activities to include:

Development of written methods and procedures

Verification of reports

Contingency plans to ensure seamless transition to external clients in the event of loss of local reporting capabilities, i.e. hurricanes

Production Manager: AT&T Wireless Services: 08/1997 to 03/1999

Responsible for the day-to day operations of Call Center Operations for the AT&T Wireless Customer Care Organization.

oSupported eight supervisors in the development of employees in the following attributes:

Call handling techniques

Escalated calls

Counseling techniques

Goal setting

Benchmarking/Mile-stoning qualifications for succession planning

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