Business Consultant

PROFESSIONAL BACKGROUND

MBA graduate with a unique background combining quantitative, analytical, and technical skills with experience in implementation services and operations. Practical, articulate and creative with proven ability to analyze source data and procedures and present findings and recommendations to management to enable informed business decisions. Possess excellent verbal and written communication skills. Driven by new challenges and desire to be successful in all endeavors. Immensely enjoy assuming leadership roles in quality improvement initiatives. Cross cultural experienced.

• Computer Skills: Microsoft Office suites, specifically Word, Excel, Visio and PowerPoint, E-Workforce Management Software (TCS), Call Management Software (CMS), Service Center Desktop (SCD), PSR Connect, PVCS Tracker, Advanced Query Tool (AQT) and SQL.

PROFESSIONAL HISTORY

ING/Citistreet/T2 Software Services, Jacksonville, Florida 2007-2009

Systems Analyst/Consultant

• Performed Audit of the existing COBRA process. Identified errors and designed a correction of errors that resulted in ongoing monthly savings of over 200 hours (5 FTE) and significantly reduced the risk of penalties imposed by the Department of Labor

• Evaluated key initiatives and delivered a summary of work to management for evaluation along with accurate estimates for projects that supported the department’s goal of $4,116,247 in change order revenue

• Increased transparency & simplified eligibility groups while serving as the Lead for one of the most demanding large market clients

• Planned and prepared elaborate presentations for Management, IT, IS and end users in an effort to build consensus and strengthen relationships across departments

• Conducted all defect analysis and resolution from a multi-client and business perspective while eliminating rework and improving customer satisfaction

• Designed and created functional specifications for a range of procedures and client specific processes

• Obtained training in table relationships, SQL, event and calculator functionality, event steps, change sweeper process, new payroll system, OCS, managing static data, annual enrollment process, PPA and pension plans

HSBC Credit Card Services (formerly Metris Companies), Jacksonville, Florida 2005 -2006

Call Center Engineering Analyst/ Operations Workforce Analyst

Performed quantitative and qualitative analysis of business processes for management in order to improve call center workflow and support strategy decisions.

• Proactively considered new approaches and developed forecasting models to maintain the service level objectives

• Achieved service level objectives of 85%, as part of the workforce team, while integrating the support systems of the former company with the latter

• Improved accuracy on the forecast of call center metrics such as contact volumes, arrival patterns, Average Handling Time (AHT), shrinkage by evolving existing models to include various marketing campaigns, changes in customer trends and preferences

• Managed Customer Service Help Desk (CSHD) schedule to meet upper management expectation on CSHD performance

• Projected call volume fluctuations during holidays and special events based on historical data analysis and knowledge accrued

• Performed valuable ad-hoc analysis and increased forecasting accuracy at an interval (half an hour) and daily levels

• Delivered professional presentations of forecasting information during the weekly operations meeting while ensuring that interested parties are well informed of the nuances behind the forecasts

• Identified factors that impact the forecast , like new accounts and billing cycles and responded with accurate forecast adjustments

• Created a number of forecast groups in TCS with updated historical information and automated forecasting for most of the phone and mail groups to simplify and increase responsiveness to the trend

• Prioritized the forecasting load and provided necessary data to the scheduling department well in advance to account for their lead time in acquiring resources.

• Managed intra-day activities for different contact centers with directive to achieve business metrics.

EDUCATION

• Master of Business Administration University of North Florida, Jacksonville, Florida 2005-2007

• Bachelor of Arts in Economics Business School, Babes-Bolyai University, Cluj-Napoca, Romania 1997-2001

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