Customer Service Process Analyst

Denise Needles

**** ******* ***** ** **** Valley City, UT 84118 Phone: 801-***-**** *************@*****.***

SUMMARY

Highly motivated, experienced professional and college graduate with a degree in marketing and business management. Proven leadership through successful management of sales teams. Strong communication skills in dealing with diverse concerns of account managers, team leaders, and senior management. Adept at communicating with the proper mix of authority, diplomacy, and tact.

SKILLS

9 years experience with Microsoft SQL

9 years experience with Microsoft SSRS Reporting

1 year Oracle SQL

Problem Solving

Salesforce reporting

Six Sigma Green Belt Certified

Forecasting

Analytic and Innovative

PROFESSIONAL EXPERIENCE

OPTUM BANK - West Valley City, UT 6/2013 to Present

Sr Business Process Analyst

Provide research, analysis, and performance measurement for team.

Skillfully write SQL queries to research issues with transactions and for executive reporting

Design power point slides for executive management meetings

Engage various departments and vendors to solution file errors.

Responsible for Vendor Management including collecting SOC reports, Certificate of Insurance, adherence to service level agreements.

Create business requirements for projects and new user interface for card team.

Administrator for Team SharePoint including adding applications and security.

Responsible for UAT testing including writing test scripts and testing cards and phone apps.

Create and maintain Salesforce dashboard for team productivity.

Create policy and procedures for team that are updated annually.

Business Process Analyst

Provide research, analysis, planning, and performance measurement reporting.

Skillfully wrote SQL queries and set up SSRS reports, including presenting results and customizing to meet the client needs.

Engage various departments and vendors to solution errors with files and payments for Virtual Card and Electronic Payment errors.

Ran project to modifying system to improve Virtual Card processes so errors end in a queue rather than having entire file errors.

Set up Macros in Microsoft Access to email card team tasks daily.

Responsible for Team Sharepoint including adding applications and security.

Six Sigma Green Belt for Prepaid Funding

Reporting Analyst

Wrote business requirements, test scripts, and conducted preliminary, stress and regression testing.

Skillfully wrote SQL queries and set up SSRS reports, including presenting results to clients and customizing to meet the client needs.

HSA Viewpoint Reporting

Card Operations Analyst

Implement new prepaid programs working with vendors and internal departments.

Engage client to gather requirements, testing processes, project communications, and training for prepaid programs

Lead pilot project to convert from mag stripe cards to EMV chip enabled cards.

DISCOVER FINANCIAL SERVICES – West Valley City, UT 8/2001 to 6/2013

Supervisor / Sales Coach

Supervise and co-manage 12-20 individuals for purposes of escalation, scheduling, productivity, and quality control

Evaluate employees every six months for promotions and pay increases

Facilitate monthly meetings for calibrating quality calls and improving sales

Led a team of 15 people in Student Loan Department to set up new loans and coordinate documents from schools and students

Led and coached the top team in a department of nine teams while acting as Team Leader in 2008

Trainer

Conducted Activation and Usage training classes of 12 - 27 people to prepare them to take customer service and sales calls

Represented Discover to new hires as a desirable place to start a career

Trained employees on computer programs, sales techniques, compliance with state and federal guidelines, and customer service skills

Assisted in training Usage, Activation, Click to Chat, Billing Assistance, and Engage.

Quality Listener

Monitored calls to ensure compliance with federal, state, and company guidelines and escalated when needed

Became only person on team with 100 percent accuracy when assigning defects

Account Manager

Mentored team members, helping others achieve individual goals

Created a sales report that reflected current sales data effectively and helped to increase sales by 15 percent; this report won an innovation award and was implemented by headquarters for use in the Utah and Arizona offices and is still used by the company

Cultivated customer service skills by solving customer issues and negotiating account terms in Client Retention Department; maintained 120%-140% to peer level as a client save rate

AWARDS

Received numerous Bravo awards at Optum Bank.

MVP Award Winner (Discover Card) April / August 2002, May 2003, and June / July / December 2004

Coach APEX Award Winner (Discover Card) 3x 2005; 2x 2006; 3x 2007; 3x 2008; 2x 2009; 2x 2011

Annual Marketing Performance Award Winner (Discover Card) 2004 and 2007

Innovation Winner (Discover Card) 2005 and 2008

VOLUNTEER

On the Board of Directors for the Ride to Zero for the past two years. A non-profit organization raising money for and awareness of Veterans Suicide Prevention.

9 years volunteer teaching Junior Achievement at local at-risk elementary schools

EDUCATION

Bachelor of Science, 02/2010 UNIVERSITY OF PHOENIX – Salt Lake City, UT

Double Major: Marketing and Business Administration/Management

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