Contract Project Call Center

Internal

Benjamin Siriboe, San Antonio, Texas, **254

Phone: 713-***-****. Email: ***************@*****.*** OBJECTIVE

A strategic partner with extensive experience in information technology, process improvement, risk management, and project management. Leadership qualities with proven strengths in the areas of problem solving and effective planning. A result-oriented individual who will proactively contribute to operations efficiency. Ability to use acquired skills to analyses data from multiple sources to identify risk and resolve problems. Has over the years developed excellent working contacts and relationships with all levels of businesses which can be utilized in the fulfillment of any organization’s objective by focusing on outputs that are important to key customers. RESPONSIBILITIES

Span of experiences include Lean, Agile, Strategic Management, Project Management, Risk Management (GRC), Data Analysis, Vendor Management, IT (SDLC, ITIL, UAT and IST), Quality Management, Systems and Business Analysis. EXPERIENCES

Business Strategy and Planning Director, USAA, San Antonio, TX, (09/20 – Present)

● Lead Process Risk Control Inventory and Risk Control Self-Assessment initiatives

● Identifies and manages existing and emerging risks that embedded in Board Operations activities and processes

● Drive the alignment of business process and initiatives to enterprise strategy, process, and framework

● Lead and motivated cross-functional team members in strategy and operational plan development

● Lead Federal Integrated Action Plan and Risk Management projects

● Develops specific processes to manage the business strategic and operational planning processes Process Engineer Senior, USAA, San Antonio, TX, (06/19 – 09/20)

● Served as a Subject Matter Expert in assisting and executing problems and provided solutions to stakeholders

● Identified opportunities to improved and strengthen the issue environment through actionable insights

● Served as a primary resource on Process Inventory, Issue Management, Risk Inventory and Control Discovery Consultant, Contract Project, USAA – Peyton Resource Group, San Antonio, TX, (03/18 – 06/19)

● Mapped process diagrams, identified issues, problems, risk, developed tools and executed controls

● Identified opportunities to improve and strengthen the operations environment through actionable insights

● Managed process improvement projects and led risk and control items towards accomplishing action plans Senior Business Process Analyst, United Health Group, San Antonio, TX, (01/13 – 03/18)

● Mapped business processes from end to end to identify risk and issues for clinic daily operations Internal

● Led process improvement projects and manage projects and clinical teams towards accomplishing goals

● Implemented projects from initiation stage, developed a plan and executed processes to closing stage Senior Business Operations Analyst, JPMorgan Chase, Irving, TX. (04/08 – 01/13)

● Provided day to day resolution of complex problems and the execution of critical applications support

● Collaborated with management team to analyze the end-user technology requirements for management

● Mapped processes, identified issues and risk and executed control development on Call Center environment Consultant, Contract Project, IBM – Sedona, Houston, TX. (02/07-04/08)

● Identified opportunities and communicated potential solutions to internal and external stakeholders

● Developed and implemented standards and workflows for product and service inspection

● Documented and reported product and service quality levels to executive leadership Consultant, Contract Project, Shell – Computer Merchant, Houston, TX (06/06-02/07)

● Monitored system consoles for error lights and error messages, failures and networking malfunctions.

● Applied analytical and problem-solving skills to identified defects and resolved the malfunctions in the system

● Reported hardware and software issues and solutions to senior engineers and the leadership group. Business Systems Analyst, First Data, Houston, TX (08/04-06/06)

● Managed and wrote requirements document for both internal and external customers

● Identified current state and provided desired state solutions to stakeholders on Call Center environment

● Communicated to Information Technology cross-functional team and the business leadership on project updates EDUCATION & COMPUTER SKILLS

Udemy, San Antonio, TX. Artificial Intelligence (AI) for Business Professional Certification. Coursera, San Antonio, TX. IBM AI Foundations Professional Certification. Six Sigma Global Institution, San Antonio, TX. Six Sigma Green Belt Certification. Keller Graduate School of Management, Dallas, TX. Master’s in Project Management (G.P.A 3.34). JPMorgan Chase Technology University, Irving, TX. Business Analyst & Project Management Certifications. Bloomfield College, Bloomfield, NJ. Bachelor’s in Computer Information Systems (High Honors 2001 & 2002). Dutchess Community College, Poughkeepsie, NY. Associates in Management Information Systems. Microsoft Office Suite – Word, Excel, Outlook, Share Point, Power Point, Access, Project, Visio. Business Applications – MINITAB, TURBORISK, ARIS, IBM CLOUD, HP ALM, METRICSTREAM, IGRAFX, SALESFORCE.

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