Global Business Analyst & Change Lead

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Industry expertise

Business Analyst

Qualifications

• Executive Management & Team

Leadership

• International Change

Management

• Written & Oral Communication

• Call Center Operations

Management

• Quality Assurance Initiatives

• Remedy and vRepair ticketing

systems

• Strategic Decision Making

• Data Collection & Analysis

• Project & Program Management

• Technical Team Leadership

• Global Vendor Management

Tools & software

• Excel

• Word

• Proprietary Ticket Systems

Professional Development

• Requirements Elicitation

experience

• Risk Analysis

• Operations Research

• Cost Benefit Analysis

• Earned Value Management

System (EVMS)

• Tracking and troubleshooting

applications

Profile

A dynamic and highly skilled Business Analyst with experience in leading international teams. Experience in Call Center Operations, Business Analysis, Metrics, Dashboards, Project Coordination and Management, and Customer Proprietary Network Information (CPNI). Adept at leading International Change Management activities. Skilled at acquiring and analyzing data and business intelligence, and developing and implementing actionable strategies that improve efficiency and drive revenue growth. Documented success in leading international technical teams, change management and business intelligence activities. Supported management processes, information gathering between business divisions, presenting business data, and developed quality initiatives. Career experience

SUBSTITUTE TEACHER/INSTRUCTION ASSISTANT – Sept. 2017 to 2019, Fairfax County Public Schools, Fairfax, VA

Served as a substitute teacher and instruction assistant for several elementary schools: Centreville Elementary, Centre Ridge Elementary, Colin Powell Elementary

SENIOR ANALYST/GLOBAL SUPPORT OPERATIONS SALES AND SERVICE – Jan. 2014 to May 2017, Verizon Ashburn, VA

Implemented customer experience programs and initiatives in support of the Global Outsourced Call Centers, conducted critical QA activities, and made onsite visits to sales and service centers. Developed and implemented quality, process and policy improvement initiatives. Compiled Key Performance Indicator (KPI) data for annual and quarterly reports, and projected monthly and quarterly financial statements to senior management.

• Provided statistical models and analytic reports in support of customer experience strategy using Excel pivot tables and pivot charts.

• Used internal Verizon ticket systems to compile data, conducted root cause and deep dive analysis of customer feedback, and developed an action-plan and recommends for supervisors and agents daily.

• Identified quality opportunities and process and policy gaps during monitoring process of agents. Provided specific and complete feedback to ensure processes and policies are followed and to help representatives improve their outreach and communications. Merjan Sherzai-Gish

Business Analyst

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• Oversaw project scheduling, announcements and team collaboration by managing the team’s Microsoft SharePoint site.

• Successfully implemented call program in 2016 that resulted in significant improvement in customer 5-Star ratings and First Call Resolution

SENIOR BUSINESS/ANALYST/GLOBAL SUPPORT OPERATIONS TECHNICAL SUPPORT – Dec. 2010 to Jan. 2014, Verizon, Ashburn, VA

Led the Technical Support Outage Desk (Service Monitoring Group)’s transition project from Canada to the Philippines Vendor center site, training and supervising a staff of 12. Mentored and supervised the 10-member Philippines team. Led a 24-member HSI Global Ticket Management team. Subject Matter Expert (SME) for the HSI Global Ticket Management team. Monitored technical agent calls for QA and conducted root cause analyses and reporting.

• Analyzed company data and metrics, which directly contributed 100% to Tech Support objectives. Compiled and aggregated data into Excel using pivot tables and charts.

• Conducted root cause analyses as well as monitored statistical trends and metrics for network and product related outages.

• Acted as Senior provider of the internal Verizon site, Whiteboard, which tracked all High-Speed Internet (HSI) outages tickets for Verizon technical team.

• Subject Matter Expert for the HSI Global Ticket Management team. Assisted the Philippines center with monitoring and working all open trouble reports with the goal to reduce the Aging Ticket volume. Improvements were identified with a reduction in ticket volume by 70% for both Business and Consumer Technical Support from 2012 to 2014.

• Distributed change management (CM) and change control notifications to Verizon on Line technical support call centers daily.

SENIOR BUSINESS/ANALYST/GLOBAL SUPPORT OPERATIONS TECHNICAL SUPPORT – May 2000 to Dec. 2010, Verizon, Reston, VA

Monitored the Outage Team in the Verizon Canadian Vendor center for critical QA operations that supported Verizon High Speed Internet technical support quality program. Eliminated stand-alone legacy applications by working directly with technical support staff. Conducted data collection and analysis. Led a real-time system that allowed analysts, service consultants and managers to observe issues related to customer network outages, product development problems, and internal network anomalies.

• Lead a real-time system that shows analysts, service consultants, and managers alike about issues that are confronting the business and measures the impact of issues pertaining to customer network outages, product development issues, and internal network issues.

• Effectively maintained and complied analysis about network, product and internal outage history with the goal of maintaining 100% accuracy through informational discussions with other Verizon groups.

• Subject Matter Expert (SME) for High-Speed Internet Outage Team, maintaining HSI reports using Excel pivot tables and charts and escalations of major outages to the Network Operation Center.

• Migrated outage data from legacy applications Verizon’s Whiteboard and Remedy to the new V-Repair + Analyst Specialist – 1999 to 2000, Ajilon Consulting, Reston, VA Contracted to Bell Atlantic Internet Solutions before merger to perform tasks listed above as Verizon. 3

Analyst – 1998 to 1999, Information Spectrum Incorporated, Annandale, VA Managed documents in the Naval Logistics Library and prepared biweekly and monthly status reports, prepared briefings and economic analyses. Developed and updated a variety of Excel spreadsheets and updated Access databases of Navy documentation.

Professional Development

Requirements Elicitation experience

Risk Analysis

Operations Research

Cost Benefit Analysis

Earned Value Management System (EVMS)

Tracking and troubleshooting applications

Education

AMERICAN INTERCONTINENTAL UNIVERSITY – Schaumburg, IL

Masters Business Administration (with honors), 2003 GEORGE MASON UNIVERSITY – Fairfax, VA

Bachelor of Arts, Psychology, 1998

Trainings and certifications

Scrum Alliance, Certified Scrum Master (CSM) - 2017

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