Experience

VCE

• United States
• IT Services and IT Consulting
• 200 - 300 Employee

• Business Operations Analyst

  • Mar 2013 - Present

  •Develop reports and data requirements to optimize analysis capability.•Develop & maintain business models, business cases, and financial forecasting tools.•Responsible for all order booking activities & ensure all orders are processed in accordance with customer & business requirements•Manage the collection of all legal paperwork & ensure all approvals are submitted, current & correct contracts data is up to date & all revenue recognition guidelines are met.•Act as liaison between sales & business operations to ensure all orders are booked, billed, invoiced & shipped correctly. Help facilitate communication between other departments as necessary•Assist Sales Management to ensure forecast & territory management accuracy. Research & report discrepancies in sales figures & communicate with sales teams to update data accordingly•Work with IT or relevant business communities to recommend improvements to systems and reports. •Communicate processes and results to senior executives and management.



Microsoft

• United States
• Software Development
• 700 & Above Employee

• Fraud Investigator Specialist

  • Apr 2012 - Mar 2013

  •Provide last line of support for Xbox LIVE UA claims that have been escalated into T3 queues, including daily monitoring of escalation queues and product studio bugs for SLA compliance.•Responsible for not only assisting Tier I personnel, but with the research and development of solutions to new or unknown issues.•Proactively investigating possible fraud losses and ensure customers needs are met in a timely manner•Actively seeking and undertaking a variety of different investigation methods and completing to the highest of company standards.•Processing large volumes of fraud data, evaluating data in a test case environment, and implementing the best solution to the problem. Once the solution is verified, it is delivered to the customer and made available for future troubleshooting and fraud prevention•Assign cases to agents based upon business needs and agent skills•Monitor daily agent performance goals•Complete daily status report and deliver end of day data to all levels of upper