Business Systems Analyst

• Mar 2022 - Present

Business Applications Specialist

• May 2020 - Mar 2022

System monitoring for the retail collections departmentCreating, running, and removing Automation ScriptsProviding and removing agent permissions/agent profilesData analysis for creating reports using SQL, Tableau, and Excel for Senior management Maintain servers and job balancingTechnical support via ticketing system for maintaining SLAProvide Incident management and responseCreate knowledge-based entries for business procedures and auditsAssists with (BCP) Business Continuity Planning practice – switching to backup servers to ensure no issuesWork with onshore and offshore agents using SharePoint Show less

Account Resolutions Specialist

• Mar 2018 - May 2020

Utilize an automatic dialing system to call and collect on delinquent accounts and provide premium level support during the processAssist customers with setting up payment arrangements and problem-solving complex issues; identifying and properly routing dispute and fraud claimsResearching and resolving account issues, according to SLA, with proper account documentationUse various collection programs simultaneously including: ECaR, FDR, CSS, OTIS, Softphone, XPM, Innovis, and AccurintParticipant in department engagement activities: Team Huddles and speaker for Summit CommitteeIdentity and Access Management Show less