(Promoted in February 2016) Provided business knowledge and support for resolving technology issues across one or more areas of the business and across multiple projects.

• Used appropriate tools and techniques to elicit and define requirements that address more complex business processes or projects of moderate to high complexity. Analyzed requirements and create or contribute to functional designs, leveraging more advanced technical skills. Assisted with project initiation or planning for projects of moderate to high complexity. Followed change control process to manage changes to base lined deliverables and scope for projects of moderate to high complexity.
• Led information gathering sessions.
• Led a project team of analyst to transition over 1000+ documents from Share Point to Service Now Knowledge Documents in record time.
• Led project to re-design IVR Voice Call Tree the Network Operations Team
• Completed User Stories that automated services using Service Now Incident Management
• Created SLA reporting for Leadership Management Team to review for individual performance reviews and completed deep dive investigations into missed SLAs and reported information to Leadership. Manage medium to large projects for Network, Security and Middleware Operations Teams. Mentor new Business Analyst and New Leader in NOC. Infrastructure Engineering Lifecycle Champion Representative for the NOC and SOC
• Risk Champion for entire Production Operations Business, which led to identifying numerous risks and worked with SME and Leaders to mitigate those risk.
• Mentor new Business Analyst and New Leader in NOC, cementing consistency, optimizing efficient workflow, and problem resolution

Work with product owner to elicit business requirements for an Agent Desktop application Agent Workspace Dashboard. Extract and document business data requirements. Groom product backlog. Write User Stories via Product Backlog Item Template. Assist in leading weekly prioritization meetings. Write test cases and test new builds. Proactively build and maintain effective working relationships with internal and external business partners, working closely with those partners as necessary to achieve desired results (Marketing, Legal, BCA, other Blues Plans, CMS, Providers, Group Administrators, Brokers, etc.). Fluent knowledge of database reporting including the tools necessary to extract meaningful information in trend analysis. Division liaison with Business Engineering/Creative Business Solution for technical issues. Perform root cause analysis through research and analyzing data and processes in order to determine more efficient and customer valued solutions that satisfy various business needs. This includes: design, track and provide optional solutions. Project tools: Agile Scrum Applications: HPQC, PPM, Facets, Care Advance and Agent Workspace Dashboard.

Coca Cola, Dell, IBM, State of Georgia, State Farm Insurance, DirectTV Worked on various projects as an independent consultant relating to Quality Performance and Improvement Opportunities.

• Became a Certified Product Trainer for Coca Cola.
• Developed Root Cause Analysis reports for Dell/IBM/State of Georgia and State Farm Insurance.
• Created incentive programs for call center sales agents for DirectTV.
• Built recruiting orders, invoiced clients and developed training manual for admins at Personnel Agency.

Led the Change Management Team responsible for determining wage and role assignments to new or existing positions, process or procedures additions or changes and overall approval of major operations request in the organization.

• Managed 9 major support business lines that included: Maintenance, Customer Care, Consumer, Credit Card, Point of Purchase, Technical for Point of Sale equipment, Fuel Supply and Order Fulfillment and Retail Site Support
• Resolved issues that may negatively impact the service and/or financial results for this product/business line. Serve as a key contact for the product/business line owner.
• Directed overall operations, determine performance objectives/metrics and define tools to measure progress and ensure consistent achievement of business objectives.
• Analyzed performance data and work to re-engineer processes through benchmarking with external and internal business partners,
• Led diverse project teams that included transferring legacy system (e-Maintenance) into Siebel, restructuring of training and processes to remove network capabilities from level 1 agent and reduce overall training time and cross-training project that reduced average speed of answer and improved overall support to customers.
• Highly involved with workforce management and load balancing (i.e. appropriate balance of staff to potential call volume).
• Aligned with key business partners and vendor Service Delivery Managers who may impact customers and call center KPIs.
• Created and managed organization budget (which included salary and non-salary expenses) periodically re-forecasted against actual results and ensured appropriate financial contributions to the overall plan.
• Led a project to roll out Blue Pumpkin to 300+ agents.
• Led project to change over to the NICE system.
• Managed the workforce team responsible for handling workforce for all agents. ADDITIONAL RELEVANT EXPERIENCE

Call Center Operations Managed to SOW Contract for 3 clients: IBM, HP and American Red Cross. Led 79 technical employees that included call center helpdesk agents, MAC programmers, ACD Designers, Engineers, Team Lead Managers, off-site Tele-planners and Technicians. 50% of resources worked remote.

• Oversaw interviewing, hiring, terminations, and assisting personnel with explaining company benefits. Responsible for approval of travels and expense statements of team.
• Handled daily escalations from the customer and assisted with day-to-day customer issues or questions.
• Developed an auditing process to ensure helpdesk and telecommunication programmers were completing their work and tickets accurately.
• Developed training and testing program for the helpdesk agents on new platforms (Avaya, Nortel and Siemens 9006 HDMS) to assist in our average 85% first call resolution to the customer.
• Project managed complex bid responses for ATT. Responsible for planning and development of major bids, working with customer's account team, including design, documentation, technical editing and final compliance reviews.
• Ensured billing, IVR, Backups, and 8XX Numbers were all managed or tested monthly in preparation for monthly customer meetings.
• Oversaw quality certifying 3 call centers within a 9-month period for their TL9000 Quality Certification. During this time having up to 500+ indirect reports across the US that included 30 customer sites, remote resources and 3 company sites.
• Directly managed the identification, analysis, development, and documentation of process improvements. Consulted with line management on process management and improvement. Identified and made recommendations for process improvements. Strong daily interactions to acquire and analyze process measurement results on a continuous basis. Ensured process capability, control, and improvement by implementing procedures and interpreting standards. Developed the application of tools, methods and systems to ensure continuous performance improvements.
• Designed and facilitated the programs related to total quality rollout.
• Reviewed product designs, established procedures and techniques for control of quality standards, directed inspection services, coordinates manufacturing and engineering, and confers with customers to define and resolve product quality problems. Identifies the method and process deficiencies that may inhibit effectiveness.
• Developed the proposed policies, procedures, systems, forms, and reports among all locations and departments. Defined process flows, business rules, and user requirements.
• Worked with outside vendors to identify/schedule programs and support materials.
• Developed and implemented the operational performance metrics, process control points, and results management.
• Wrote, rewrites and/or edits documents such as technical procedure manuals, user manuals, programming manuals, service manuals, operational specifications, and related technical publications to communicate clearly and effectively technical specifications and instructions to a wide range of audiences.
• Wrote and delivered Quality Presentations to entire organization for audit training.
• Participated in management and team meetings to ensure that employees were meeting customer Service Level Agreements (SLA).
• Transitioned up to 8-10 sites per year.