Experience

Georgia Department of Human Services

• United States
• Government Administration
• 700 & Above Employee

• Senior Business Analyst Manager

  • Jul 2012 - Present

  Senior Business Analyst with the responsibility to manage junior analysts and virtual call center agents, lead projects, and provide analytical results. Responsible for leading project meetings with the executive and junior business analyst teams in gathering comprehensive business requirements and translating them into automated solutions. Perform complex statistical, financial, operational data analysis, and reporting by identifying trends, discrepancies, and variances to improve the efficiency of state operations and communication. Exercise various latitudes of independent judgement and partner with other divisions, outside agencies, and vendors to address business issues and needs.



Albany State University

• Higher Education
• 700 & Above Employee

• Research Analyst

  • Jan 2010 - Jul 2012

  Used software such as Excel, Maple, Matlab, Cran R, Solid Works, and Rapid Works to process, manipulate, analyze and amalgamate massive amounts of data into meaningful information. Data output analyzed from these programs were later used to add veracity to the initial hypothesis that was deduced before research began. Used software such as Excel, Maple, Matlab, Cran R, Solid Works, and Rapid Works to process, manipulate, analyze and amalgamate massive amounts of data into meaningful information. Data output analyzed from these programs were later used to add veracity to the initial hypothesis that was deduced before research began.



Teleperformance

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Call Center Project Manager

  • Jan 2008 - Dec 2009

  Selected from a group of highly competitive candidates for newly created role, outsourcing abroad to build - from the ground up - a strong call center presence in Bacolod, Philippines. Effectively managed (250) Full Time Employees and support staff by the end of ramp up. Contributed to the bottom line by minimizing loss, improving efficiency, expanding best practices, and establishing profitability.Spearheaded aggressive ramp up on the Expedia project from 23 employees to 250 employees in the Philippines. Implemented program launch that exceeded initial projections and expectations. Front-line staff handled 97% (106,432 calls serviced out of 109,486 calls offered) by the sixth and final month of ramping up. Achieved an annualized attrition rate of 19% against a corporate goal of 23%. Implemented up-trainings/refresher courses that were directly proportionate with 19% attrition rate. Created initiatives that kept attendance and adherence above 85%. Planned and launched innovative, creative and effective communication campaigns around business objectives to drive efficiency and productivity within the organization, using appropriate communication channels and media. Provided technical and strategic consultation to internal stakeholders, giving guidance and direction on the most effective communication channels and media for projects and initiatives

• Call Center Performance Manager – Technical Support Help Desk

  • Apr 2005 - Dec 2007

  Responsible for handing Business and Residential volume from our AT&T vendor and their High-Speed Internet customers. Managed the center level performance of Albany, GA and Columbia, SC, which consisted of over 500 agents, 40 Supervisors and 30 Quality Assurance Specialist. Generated hourly reports for vendor and internal management, providing real time stats and metrics. Audited supervisor compliance.

• Call Center Supervisor

  • Jan 2002 - Mar 2005

  Documented supervisor/agent interactions and coaching sessions in database. Created action plans to remove barriers at both an agent level and a team level. Consistently followed up on action plans to track improvements. Provided reporting on day-to-day activities of project, implemented performance plans and goal objectives. Responsible for team’s “up training” and knowledge of policy and product procedures.