Carol Mikovich
Systems Data Analyst/Project Manager at MeterSYS- Claim this Profile
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Bio
Ronald F. Wolff
I had the privilege of working with Carol at Caliper Corporation. She was a dedicated hard working colleague who supported my efforts as SVP of Sales and Service to expand Caliper's footprint in the personality assessment market. Most notable is Carol's organized and disciplined approach to problem solving in support of organizational objectives. I would highly recommend Carol for positions that play to her strengths.
Maureen Lucy
I worked with Carol for over a year as metrics analysts. She is a delight to work with as she brings great passion and energy to her work. I appreciated her tenacity in troubleshooting, solving problems and supporting her clients. She is also calm under pressure and very good at identifying priorities and maintaining focus throughout an issue until it is resolved. Carol is detail-oriented and yet also good at staying on course with the big picture. She had a great rapport with her clients and her teammates. I especially admired how quickly she could learn new tools and processes. She would reach out for help if she needed it, but mostly she just dives in and figures things out.
Ronald F. Wolff
I had the privilege of working with Carol at Caliper Corporation. She was a dedicated hard working colleague who supported my efforts as SVP of Sales and Service to expand Caliper's footprint in the personality assessment market. Most notable is Carol's organized and disciplined approach to problem solving in support of organizational objectives. I would highly recommend Carol for positions that play to her strengths.
Maureen Lucy
I worked with Carol for over a year as metrics analysts. She is a delight to work with as she brings great passion and energy to her work. I appreciated her tenacity in troubleshooting, solving problems and supporting her clients. She is also calm under pressure and very good at identifying priorities and maintaining focus throughout an issue until it is resolved. Carol is detail-oriented and yet also good at staying on course with the big picture. She had a great rapport with her clients and her teammates. I especially admired how quickly she could learn new tools and processes. She would reach out for help if she needed it, but mostly she just dives in and figures things out.
Ronald F. Wolff
I had the privilege of working with Carol at Caliper Corporation. She was a dedicated hard working colleague who supported my efforts as SVP of Sales and Service to expand Caliper's footprint in the personality assessment market. Most notable is Carol's organized and disciplined approach to problem solving in support of organizational objectives. I would highly recommend Carol for positions that play to her strengths.
Maureen Lucy
I worked with Carol for over a year as metrics analysts. She is a delight to work with as she brings great passion and energy to her work. I appreciated her tenacity in troubleshooting, solving problems and supporting her clients. She is also calm under pressure and very good at identifying priorities and maintaining focus throughout an issue until it is resolved. Carol is detail-oriented and yet also good at staying on course with the big picture. She had a great rapport with her clients and her teammates. I especially admired how quickly she could learn new tools and processes. She would reach out for help if she needed it, but mostly she just dives in and figures things out.
Ronald F. Wolff
I had the privilege of working with Carol at Caliper Corporation. She was a dedicated hard working colleague who supported my efforts as SVP of Sales and Service to expand Caliper's footprint in the personality assessment market. Most notable is Carol's organized and disciplined approach to problem solving in support of organizational objectives. I would highly recommend Carol for positions that play to her strengths.
Maureen Lucy
I worked with Carol for over a year as metrics analysts. She is a delight to work with as she brings great passion and energy to her work. I appreciated her tenacity in troubleshooting, solving problems and supporting her clients. She is also calm under pressure and very good at identifying priorities and maintaining focus throughout an issue until it is resolved. Carol is detail-oriented and yet also good at staying on course with the big picture. She had a great rapport with her clients and her teammates. I especially admired how quickly she could learn new tools and processes. She would reach out for help if she needed it, but mostly she just dives in and figures things out.
Experience
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MeterSYS®
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United States
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Utilities
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1 - 100 Employee
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Systems Data Analyst/Project Manager
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Sep 2019 - Present
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BB&T
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United States
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Financial Services
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700 & Above Employee
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Business Data Analyst III
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Apr 2008 - Oct 2012
During my tenure as a Business Data Analyst at BB&T, I was part of the bank’s Phone Channel organization. I was a subject matter expert responsible for overseeing the call center’s reporting infrastructure logic and completing in-depth analysis which empowered our group to succeed on improving the customer experience. • Completed in-depth analysis for business optimization projects. • Produced Contact Center Reporting for key metrics within the organization. • Analyzed historical occupancy, schedule adherence, volume, and AHT trends, at an individual and team level, to enhance and improve the Workforce Management cycle. • Supported Genesys Telephony Operations by running historical operational performance reports and real-time views. Participated in the roll out, testing, and training stages when transitioning to the Genesys platform. • Created/maintained dashboards for data visualization. • Provided recommendations to management to assist in making effective business decisions. • Developed new Interactive Voice Response (IVR) reports from a SQL database to ensure IVR performance was meeting business objectives. • Experienced in writing SQL Queries to extract data for data validation and testing applications. • Performed User Acceptance Testing (UAT) and data validation for SQL and new reporting platforms. • Identified data issues and provided recommendations for resolution to ensure optimal performance. • Designed ad hoc and regular reports to analyze budgets, to describe how the company’s costs compare to the costs allotted in the budget. • Aided in migration of data from MS Access to SQL databases. • Maintained/developed Agent Performance Reporting for all aspects of the contact center. • Collaborated with Project Managers, IT Partners, Business Partners and Subject Matter Experts on gathering/documenting requirements. • Experienced with Crystal Reports, modifying existing reports and developing new reports. • Trained and mentored data analysts within my team. Show less
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Avaya
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Senior Telecommunications Specialist
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Jan 2006 - Oct 2007
Provided remote telecommunications support for the ABN AMRO account. Areas of accountability included daily systems administration, maintenance and support; applications programming; testing, analysis/troubleshooting; call routing; SQL reporting; and telecom budgets. Worked closely with all departments across the organization to identify business requirements to help maximize profitability. • Consistently achieved all performance goals and objectives and delivered projects on time, within budget. • Generated system reports and analyzed call flow for all inbound and outbound activity. • Monitored security issues and contributed to company policies and standards. • Supported daily issues that required in-depth research and complex problem resolution. • Worked with end users in developing business solutions and maintaining high quality systems/applications that fully met or exceeded user expectations. Ensured customer satisfaction by consistently meeting target SLAs. • Analyzed telecommunication functions of the organization. Responsible for the development, maintenance, and improvement of 12 production servers for the telecom environment. • Provided on-going technical support, troubleshooting, and maintenance to systems. • Programmed, maintained and/or tested: - Mitel SX-2000 PBX. Programmed user extensions, automatic route selection, call routing, call forwarding, speedcall, trunk groups, cards, class of service, class of restriction, and ACD groups/paths. - The call center application, Telephony@Work, in a windows-based PBX environment of 300 users. - CallXpress voicemail system, Edify application, and SQL database for Telephony@Work. - Approximately 200 inbound toll-free numbers for the call center. Programmed all inbound projects, project menus, workgroups, agents, schedules, and greetings in Telephony@Work. - Corporate call center components, ensuring service level performance standards were met. Show less
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ABN AMRO Bank N.V.
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Netherlands
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Banking
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700 & Above Employee
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Senior Telecommunications Specialist
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Jan 2001 - Oct 2007
During this chapter of my career which lasted 7 years, I served ABN AMRO both as a proud full-time associate, as well as a vendor. As a vendor with Mortgage System International, I provided Technical support services for ABN AMRO Mortgage Group’s Call Center, headquartered in Florida. I then became an ABN AMRO full-time associate for 1 year when the telecom services were in-sourced back in-house, and later again served as a vendor when ABN AMRO outsourced its telecom services to Avaya as its service provider. Show less
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Senior Telecommunications Specialist
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Feb 2005 - Dec 2005
After the outsourcing contract with Mortgage Systems International ended, worked directly for ABN AMRO until contract with Avaya was solidified. • Configured, managed, and provided troubleshooting for user voice extensions in the Mitel SX-2000 PBX switch and call centre application, Telephony@Work.• Patched voice jacks and completed troubleshooting for voice connectivity.• Provided customers with training of the telecommunications features and functionality.• Maintained 400 toll-free and local fax numbers for multiple locations. Show less
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Mortgage Systems International, LLC
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Sunrise, Florida
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Systems Technician
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Jan 2001 - Jan 2005
Worked with MSI as a member of the outsourced IT Operations Group for the main client, ABN AMRO. MSI was a startup company and pulled their staffing resources from Mortgage.com. • Provided telecom and desktop support to end users onsite and remotely for a 700-user floor in a Win2000 environment. • Ordered, managed, and oversaw the installation and usage of voice and data inter-site communication circuits. • Maintained telecommunications budget; opened/closed/maintained vendor accounts; maintained cell phone equipment/accounts. • Performed Active Directory user administration tasks such as managing user accounts, distribution lists, and folder permissions. • Accountable for managing building door security with Kronos gatekeeper and administration of employee access cards. • Installed software on client PCs and completed user moves, adds, and changes. Show less
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Telecommunications Analyst
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Oct 1999 - Dec 2000
An on-line lending company that closed operations in October 2000, transitioning equipment, facilities, and resources to Mortgage Systems International. Remained with company through December 2000 to assist in closing vendor accounts. • Managed and analyzed the telecommunications budget for both voice and data to reduce overall monthly costs. • Served as a liaison between Accounting and IT departments. • Regularly interfaced with providers to negotiate contracts and maintain accounts. Services included local, long distance, and cellular for both voice and data accounts. • Significantly reduced overall costs by $500,000 in a one-year period; worked closely with vendors to resolve outstanding issues with past accounts. Show less
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Caliper Human Srategies, Inc.
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Princeton, New Jersey
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Business Operations Analyst
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Aug 1997 - Sep 1999
Served in a key role in establishing, documenting, and evaluating the needs for business process analysis in support of company service initiatives. • Created computerized reporting tools measuring employee productivity and efficiency on an individual and group basis. • Identified bottlenecks and developed recommendations to improve performance. • Maintained the integrity of multiple databases that managed information from all of the company’s operations. • Created Crystal reports related to customer activity, revenue, business development, and productivity. Presented information to senior management. • Developed and implemented activity tracking programs to monitor servicing levels of new accounts, resulting in exceeding service level goals. Show less
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Education
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Rider University
Bachelor of Science - BS, Management Science
Community
