Business Services Analyst

• Dec 2022 - Present

Reporting and Data Processing Analyst

• Jun 2022 - Nov 2022

Extracted, identified and reconciled discrepancies in reports and data sources using SQL Server Management Studio. Responsible for the monthly generation and distribution of financial reports to internal and external clients. Assisted in data cleansing, validation, extraction and manipulation using SQL and SQL Server Management Studio. Extracted, identified and reconciled discrepancies in reports and data sources using SQL Server Management Studio. Responsible for the monthly generation and distribution of financial reports to internal and external clients. Assisted in data cleansing, validation, extraction and manipulation using SQL and SQL Server Management Studio.

Quality Assurance & reporting Analyst

• Jul 2018 - May 2022

Responsible for developing KPI’s, performance reports and dashboards for 5 groups within the Public Affairs Department Responsible for developing KPI’s, performance reports and dashboards for 5 groups within the Public Affairs Department

Workforce Management Specialist

• Feb 2017 - Apr 2018

• Generate and assist in the development, implementation, analysis, and execution of agent schedules.• Generate and evaluate weekly scheduling metrics and determine if feasible within appropriate service level objectives.• Adjust and modify schedules on the fly based off of metric reports.• Monitor Daily schedules and report findings to management and supervisors.• Adhere to established business policy and rhythms required to accomplish business objectives.• Work directly with cross-functional teams in IT, finance, and upper management.• Communicate schedule impacts and propose corrective actions.• Establish and maintain effective coordination and working relationships with service center personnel, other departments, and management.• Performing other real time duties as assigned. Show less

Technical Support Analyst

• Aug 2015 - Feb 2017

• Provide excellent service to all Scottrade customers and associates while resolving technical issues via phone, e-mail and chat.• Download, Install, and configure software such as: OPS, browsers, Java, VM, PDE’s, security software, etc.• Identify and escalate all functional issues that affect clients and branches ability to navigate Scottrade’s trading platforms to a senior tech support representative for verification testing and documentation.• Document client interaction into Compass.• Communicate and work with other internal departments to troubleshoot and resolve technical problems.• Provide research and documentation to Product Development regarding the customers experience interacting with our trading platforms.• Provide assistance to branch and service center employees, and existing and prospective Scottrade customers with technical or trading platform guidance.• Review customer email and respond timely and professionally to their technical questions or route them to the IT Technical Helpdesk for review.• Provide daily assistance to branch staff experiencing technical problems with customers attempting to access or navigate the Scottrade website.• Assist the Service Center with orientation and training of technical issues of new Service Center brokers, associates and interns.• Assists service center stockbrokers with customer calls as needed.• Receive consistent management acknowledgement identifying superior problem-solving and customer-service skills• Great written and verbal skills• Great organization skills. Show less