Business Systems Analyst Resume

Desired Industry: Collections	SpiderID: 18440
Desired Job Location: San Antonio, Texas	Date Posted: 1/16/2008
Type of Position: Full-Time Permanent	Availability Date: 02/11/2008
Desired Wage: 55000
	U.S. Work Authorization: Yes
Job Level: Management (Manager, Director)	Willing to Travel:
Highest Degree Attained: High School/Equivalent	Willing to Relocate: No

Objective:
Objective
Seeking a Business Systems Analyst position with an organization that offers a long term commitment and a challenging work environment that welcomes innovation and success. My call center experience has enabled me to develop outbound solutions that provide immediate and measureable results by utilizing best practices and proven outbound strategies that optimize customer contact rates.

Experience:
Sep 2006 to Present Washington Mutual San Antonio TX
Business System Analyst
Currently manage all Mosiax Autodialer Operations within Washington Mutual’s Mortgage Lending channels consisting of 3 national call centers with over 350 users.
• Scrub customer data and upload files to Autodialer
• Developed and Managed Access database, consisting of extracting and importing Autodialer data (over 1 million records)
• Generate interval production reports and Ad-Hoc analytics to managers and business partners
• Consult with Business Managers on new outbound initiatives and gather business requirements
• Recommend Strategies to ensure optimal efficiency of Autodialer campaigns
• Configure, Test, and Launch new campaigns and process flows
• Trouble shoot all Autodialer and telephony outages, and escalate accordingly

Apr 2006 to Sep 2006 The Home Depot Supply New Braunfels TX
Credit and Collections Supervisor
Supervise the daily activities of a credit and collections team consisting of 10 agents who facilitate a heavy volume of both inbound and outbound calls with the intent to reconcile accounts to a current status.
• Provide real-time leadership and direction to a staff of 35 agents by facilitating a Supervisor Help Line for both the New Braunfels and San Diego call centers.
• Call monitoring to ensure compliance procedures are met
• Monitor agent performance and provide daily feedback and recognition
• Handle escalated calls from customers and provide resolution to their concerns

Mar 2005 to Mar 2006 Broadband Telecom Services San Antonio TX
Contractor, Field Supervisor
Primarily working as a sub contractor for Time Warner Cable and supervised a crew of 12 technicians who installed Time Warner products such as; digital cable packages, digital phone service, internet access, and wireless network setups.
• Facilitated customer complaints and offered resolution
• Inspected technician’s work and ensure installation met Time Warner’s Quality Assurance specifications
• Conduct weekly inventory of materials and equipment stored at our facility.

Dec 1996 to Nov 2004 ADT Security Services El Toro CA
Collections Manager/Dialer Administrator
I managed a collections team consisting of 3 Team Managers, and 45 agents handling both inbound and outbound calls related to our commercial portfolio of 1.5 million customers.
• Provided leadership and direction to Team Managers to assist with the development of staff to meet or exceed monthly collection goals.
• Facilitated the role of Dialer Administrator and developed outbound calling strategies by analyzing delinquency trends and current agent production.
• Administered configuration changes to increase performance and maintained user’s profiles within the system.

Jan 1987 to Nov 1996 United States Marine Corps Las Vegas NV
Platoon Sergeant/Accounting Clerk
I was directly responsible for the supervision and development of 27 Marines under my command in which I provided daily leadership and direction.
• Conducted monthly counseling sessions to recognize performance, identify opportunities for growth and established a plan to initiate training modules to meet Marine Corps Readiness Contingency program.
• Inventory and Control of Military equipment in excess of $3.2 million dollars.
• I supervised and audited all supply requisitions within my command and provided additional training to comply with Marine Corps Supply and Accounting principles.

Education:
May 2003 Genesys University - Onsite Las Vegas NV
Certified - System Administrator
40 hour Operators Course (Genesys Outbound Solutions), which consisted of planning and configuration of blended campaigns (inbound and outbound calls). Develop calling list and filters, and real-time reporting built in reporting software. Perform trouble shooting techniques, and database management.

Apr 2003 Melita International Atlanta GA
Certified - System Administrator
Operators Course (Melita Auto-dialer): Course consisted of configuring and executing outbound campaigns develop scripting to initiate jobs, gather customer information to establish record selection, utilize report writer to generate production reports.

Jun 1995 Staff Non-Commission Officer Academy Atlanta GA
Diploma – Military Leadership
Required Sergeants Course by United States Marine Corps and equivalent to 15 college credits. Academic subjects include Techniques of Military Instruction, Inspection and Audit Techniques, Leadership and Counseling, Uniform Regulations, and Marine Corps Combat Readiness.

Jul 1994 Marine Corps Supply School Camp LeJuene NC
Diploma – Supply and Accounting
Accounting Course Administered by US Marines and equivalent to 24 college credits. Academic subjects included Accounting Principles, Inventory Control, Data Entry, Requisitioning, Warehouse and Shipping procedures.

May 1985 Luther Burbank High School San Antonio TX
Diploma - General education with a focus on math and architectural drafting

Skills:
• 10 years of Call Center experience
• 15 years of Management experience
• 7 years of Autodialer Administration with the following platforms; Melita, Genesys, & Mosiax
• 3 years of Business Systems Analyst - bridging gaps between technology and business operations
• Workforce Management analysis and Adhoc Reporting
• Speak fluent Spanish
• Proficient with conventional call center applications and MS software such as; Avaya CMS, Call Center Commander, CC Pulse, CC Analyzer, Witness, Nice, Racal, Access 2003, Excel, Word, Outlook, PowerPoint and Windows XP

Reference:
Available upon request.

Candidate Contact Information:

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