Business Analyst Customer Service

Office Management

Business Management

Customer Relations Management

Inventory Control

Process Improvement

Business Administration

Account Management

Executive Presentations

Client Needs Assessment

New Business Development

Brands Specialist

Training

Entrepreneur

My experience as Project Manager / Business Analyst for Systems, Reporting and Technologies has allowed me to work as an integral liaison between both the Business Teams and IT. I provide leadership on cross functional projects, innovative technologies and enterprising corporate goals by applying strong interpersonal and strategic skills. My key goals for success is collaboration, innovation and adapting to the changing environment of today’s business and technologies. I hope to be a key business partner in helping to continue and exceed expectations.

Mina for Business

Business Consultant – Freelance June 2017 to current

Customer Service Manager

Executive Administrations Assistant

Quality Assurance Testing

License Esthetician – Texas July 2017 to current

World Microblading Jan 2017 to Jun 2017

Customer Service Representative

(Virtual/Remote/Telecommute)

100% telecommute position – Full Term

Great communications and organizational skills in all aspects of the job

Performed advance and routine typing assignments

Proficient in inventory control and supplies management

Work with web designers to implement new ads to increase the customers sales

Assists customers with quotes, registration, product orders

Handling a high volume of calls

Capable of working with and leading a group of people toward a common goal

Excellent focus on demographics target audiences and product or service applications

Operated office machines including PC, fax and photocopier

Logged receipt and dispatch of material

Resolve service-related complaints and complex calls

Well versed in providing customer service via online, phone, email and web chat

Creative and unique ideas for advertising campaigns

Able to perform clerical and administrative duties in fast paced environment

Mary Kay Inc. Apr 2015 to Nov 2016

Sr. Business Analyst

(Contractor/Telecommute)

Microsoft Sharepoint Administration lead

Provided end user support by managing incident and service requests to meet established corporate SLA

Facilitated cooperation and collaboration with both business and technical teams

Created knowledge base documents that are utilized by management and external partners

Provided leadership to other team members by reviewing work and making recommendations

Ensured project deliverables are completed as expected and on time

Provided recommendation for improvements in business processes to internal teams for enhanced efficiency

Requested feedback for learning and improvement of current processes

Designed, developed, tested and implemented effective documentation for new hardware, software process which may include presenting new educational material or promotions for users

Fannie Mae, National Servicing Organization (NSO) Mar 2012 to Mar 2015

Sr. Business Analyst

Administrator of the NSO Strategic Planning and Analytics (SPA) Sharepoint site, a key initiative for Senior Management was to provide a robust technological solution for managing the tremendous request volume.

Business Analyst/Project Lead for development of new IBM BPM (Business Process Management) for managing the workload within NSO SPA division

·Defined business requirements to ensure that the requirements thoroughly capture stakeholder objectives and goals

·Collaborated with technology teams to ensure that requirements were translated to all levels of management

·Led discussions and round table with project owners and executive management

·Primary source of communication to inform stakeholders from project development through implementation phases and secure relationships with our partners and users

·Managed requirements, prioritize user requests, and kept User community informed of project activities

·Supported user testing by assisting with planning, execution, and other related activities

·Created system training materials and user guides for easier adaptability

·Assisted in developing business procedures and quality controls

·Determined potential enhancements and business solutions for future release

·Created training and professional team development; cross-functional business and operations knowledge share modules

Relocated back to DFW to care for parents July 2011 to Mar 2012

CVS/CVS Caremark Dec 2007 to July 2011

Network Pricing and Product Project Analyst

Promoted to Lead SEI Implementations Analyst of pricing for various client offers by researching, reporting and providing solutions to risks

Insured pricing implementations of clients are set up accurately and timely in various claims adjudication platforms

Managed data and databases including Access and Excel as well as the various Caremark query tools to retrieve claims and client pricing data

Managed detailed, high priority projects and provide deliverables to meet crucial deadlines

Bear Stearns Companies, Inc. Sep 2001 to Sep 2007

Project Management/Training/Reporting Supervisor

Worked independently and with Senior Management, business units and technical teams across enterprises to develop project analysis, planning, testing, documentation and production implementation phases of small to large system changes for process improvement

Developed and managed project documents including: detailed project plans, work breakdown structures, issues logs, status reports, budget, resource plans and communications to effectively

Participated in audits initiated internally by Compliance or externally by company clients or federal agencies

Supervised a staff of 30+ team members ranging from New Hire to Senior staff team members

Created executive reports trending breeches of representations/warranties report to Senior Executive Management

Created month-end reports and distributions of monthly financial analysis including various ad hoc reports

Managed and researched contract vendors to establish low cost, under budget deliverables

Performed compliance/quality control reviews on Alt-A and Subprime products including fraud screening, collateral review and validity of original underwriting review to minimize the risk of company exposure

Prepared analysis of findings and recurring issues, including recommendations for mitigating future company risk

Provided technical desk support to team members for system errors and internal functions

Software Applications:

Microsoft Office products including but not limited to Sharepoint, Excel, Word, PowerPoint, Outlook, Access, Facebook, Messenger, Instagram, Twitter, Infusionsoft, Slack, Trello, Live Meeting, Join Me, Service Now, ITIL, Cogent QC Systems, Citrix, Intellimortgage Analytics, LexisNexis, Accurint, DataVerify, Fastrieve, Blitzdocs, Business Objects, Unifi, Fiserv, Fidelity

SKILLS

PROFILE

PROFESSIONAL EXPERIENCE

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