NICK REAL

adwzyw@r.postjobfree.com I 650-***-**** I @NICK_REAL

SENIOR BUSINESS ANALYST

Hardworking expert in Property Management, Project Management, customer service, sales, training, and coaching. Experienced in SQL and in Profit and Loss concepts, accounts payables and receivables. Knowledgeable in completed PMP Training by SimpliLearn, ITIL V3 Training by TeleTech University. Tasha Off Price Inc. dba Tasha Apparel, Los Angeles, CA August 2021 – April 2023 Bookkeeper / Office Manager

• Verified and recorded day-to-day financial transactions on QuickBooks and complete the posting process.

• Managed all big clients’ shipment and freight requirements and oversaw general office operations

• Processed accounts receivables, payables and handled weekly and monthly payroll processing in a timely manner.

Denley Investment & Management Company, Hollywood, CA March 2019 – February 2021 Junior Accountant/Property Manager

• Managed Accounts Payable and data entry of invoices such as utility bills, and maintenance requests/services using Yardi Voyager and Genesis systems on bank reconciliations, stop payments, etc.

• Managed bank transfers, intercompany loans, mortgage payments, property tax payments.

• Managed accounting, tenant concerns, maintenance of various properties owned by the company.

• Troubleshoot and fixed basic computer issues.

• Provided all spreadsheet reports.

Law Offices of Jacob Emrani, Los Angeles, CA August 2018 – December 2018 Lien Negotiator/Business Analyst

• Verified clients’ outstanding balances from using medical providers’ facilities and/or service in aiding to their personal injuries.

• Settled clients’ balances with medical providers at a lower amount.

• Managed and tracked reports of completed settlement breakdown of client’s medical bills.

• Provided data analysis of cases with completed settlement breakdown to Operation Manager and recommendations to improve completed efficiently.

Denley Investment & Management Company, Hollywood, CA September 2017 – August 2018 Junior Accountant/Property Manager

• Managed Accounts Payable and data entry of invoices such as utility bills, and maintenance requests/services using Yardi Voyager and Genesis systems on bank reconciliations, stop payments, etc.

• Managed bank transfers, intercompany loans, mortgage loan payments, property tax payments.

• Managed accounting, tenant concerns, maintenance of various properties owned by the company.

• Troubleshoot and fixed basic computer issues.

• Provided all spreadsheet reports.

Teletech, Mandaluyong City, Philippines August 2014 – February 2017 Business Analyst, IT Client Launch

• Liaised among stakeholders in order to elicit, analyze, communicate and validate requirements for new and existing client technology implementations.

• Defined and documented business technology requirements in the form of Business Requirements Document

(BRD).

• Ensured proper approvals and stakeholder review of BRD’s, which are conducted before official handoff to Technology Project Management Office for implementation execution.

• Performed data/technology gap analysis between requirements and existing data sources and technologies including SQL queries.

PROFESSIONAL EXPERIENCE

NICK REAL

• Analyzed business problems NICK.REAL@and GMAIL.be able COM to extract I (650) technical 283-9812 business I requirements @NICK_REAL from client interactions alongside team of Sales Engineering.

• Formulated and defined project scope, objectives and requirements utilizing proven business analysis tools and techniques.

• Managed service tickets/requests for different project issues/concerns using ServiceNow. Arvato Bertelsmann, Quezon City, Philippines September 2011 – August 2014 Business Analyst, Business Excellence

• Managed successful integration of client’s new businesses into the scope of services we provide to its global revenue operations (billing, cash applications, credit and collections). Intakes involve scoping, process reviews, procedure documentation, system/s testing, and training/handover to operations and post-handover support, which ranges from simple to complex projects.

• Developed tools and procedures to support improvement initiatives in the areas of reporting, accounts reconciliation, and security compliance.

• Provided analytics to business towers based on operations data and reports to meet and exceed SLAs.

• Provided ad-hoc analysis on business process improvement for Operations including Profit and Loss margins.

• Responsible for all operational issues (regional) concerning client’s ongoing migration to a new billing system. IBM Global Process Services, Makati City, Philippines March 2010 – September 2011 Assistant Manager, Operations

• Conducted end-to-end process for Project Management.

• Created contracts for additional services/projects for existing clients in North America.

• Managed documentation support for Project Executives in additional services/projects.

• Provided proposal management support to our IBM US team with standard proposals for various accounts within different industry sectors including Distribution, Financial, Public, and Health Care.

• Written proposals based on High Level Solution Documents.

• Maintained good relationship with IBM US Focals, Project Executives and Account Interface Managers.

• Created / maintained records & status in the data repository.

• Provided project support through ownership and management of project documentation, facilitation of project team communications, metrics and exception reporting.

• Created templates as required and put together the different types of reports (performance, billing hours, etc) and dashboards needed by the clients.

• Reviewed data pertaining to transactions/work done and identify any missing inputs that could impact our projection to the client.

• Performed analysis to help us manage staffing and cross training of employees.

• Provided solution profile database maintenance.

• Ensured operations are compliant from a Business Controls perspective.

• Produced opportunity status reports and metrics as requested by accounts.

• Maintained solution profile database and updates metrics database records.

• Logged opportunities that meet the Opportunity Management tracking criteria.

• Achieved Top Performer for 2010.

IBM Daksh Business Process Services Philippines Inc., Makati City, Philippines October 2004 – July 2006 Assistant Manager, Process Training

• Conducted training for new hire employees focusing on product mastery to ensure quality customer service.

• Conducted up-training/continuing education training for seasoned customer service representatives.

• Supervised agents during their first 30 days in operations (learning lab).

• In charge of assessment database and analysis of the data for use in Training Needs Assessment.

• Observed, coached and mentored new trainers during their first stage of trainer certification.

• Client/IBM Certified trainer/facilitator.

• Was part of the knowledge transfer team sent to train in Oklahoma City USA for the biggest telecom account in IBM Daksh.

NICK REAL

77 Global Resources, NICK.Pasig REAL@City, Philippines GMAIL.COM I 650-***-**** I @NICK_REAL January 2004 – May 2004 Training Officer, Training

• Conducted American accent training for various call centers.

• Provides timely feedback to trainees to help them move up the learning curve.

• Generated report for clients as to the performance of the trainees.

• Developed modules that are customized to suit the requirements of the client.

• Assisted in the presentation of programs to prospective clients. ePLDT (Vocativ Systems, Inc.), Taguig, Philippines August 2002 – August 2003 Customer Service Representative, Operations

• Customer Care (Telecommunications):

o Provided customers with product and billing information as well as troubleshooting and technical support. o Consistent Top 5 Performer of the Week (Team).

• Third Party Verification (Telecommunications):

o Verified customer information and validation of sale. o 7 consecutive 100% QA scores.

• LAVRU (Telecommunications):

o Identified customers concern and transferred to the appropriate department that can handle their concern. EDUCATION

Master of Business Administration, Management Information Systems September 2019 – June 2021 California Trinity School of Business Los Angeles, California BS, Business Administration, Business Management June 1998 – September 2002 De La Salle University-College of St. Benilde Manila, Philippines Graphics, AutoCAD February 1998

Informatics Computer Institute Las Piñas City, Philippines TECHNOLOGY SKILLS

COMPUTER SKILLS:

Applications: MS Office 9x/2000

Graphics: AutoCAD r13/14

TRAINING AND SEMINARS ATTENDED:

• ITIL V3 Training, TeleTech University

• Leading Strategic Execution, Ateneo CCE

• Business Process Improvement Toolbox, Ateneo CCE

• Strategic Systems Thinking Training, Ateneo CCE

• 2-day PMP Training, SimpliLearn

• Effective Motivation at Work, IBM Daksh Business Process Services Phil.

• Six Sigma Yellow Belt Training and Certification Program, IBM Daksh Business Process Services Phil.

• One Day Six Sigma Training, IBM Daksh Business Process Services Phil.

• Leading for Results, IBM Daksh Business Process Services Phil.

• American Accent TtT, IBM Daksh Business Process Services Phil.

• Sprint Process Training and TtT, Oklahoma City, USA

• Train the trainers for American accent training, 77 Global Resources

• Seminar on Time Management, DLSU-College of St. Benilde

• Seminar on Stress Management, DLSU-College of St. Benilde

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