Description
10 years as an experienced Analyst/Manager noted as an innovative leader. Proven ability to build highly motivated management teams and focused on achieving company goals. Continued education with changes in the industry through continuing professional development (earned an MBA emphasis in Leadership). SUMMARY OF SKILLS * Management- Developed management tools to measure and analyze financial and operational information. Extensive training and hands-on experience in customer experience root causing, and being a team player and/or ability to function independently. * Risk Management- Strong initiative to accomplish objectives with a proven record of exceeding targets, extensive product knowledge and attention to detail. Developed management tools to quantify, measure, and monitor work processes which has led to increased productivity and exceeding of metrics. * Analysis- Analyzed, reviewed, and effectively organized data to optimize company finances and decrease cost per call. Collaborated effectively with management on strategic planning ensuring financial success. PROFESSIONAL EXPERIENCE Verizon Lake Mary, FL Sr. Analyst - Finance Operations (Credit and Collections) February 2016 - Present * Implemented new dialing strategies saving company more than $2.5 mil a year * Act as a member of User Acceptance Testing for new systems * Identifies issues and presents solutions to IT and leadership in written or oral reports * Increased effectiveness of systems used by frontline employees by decreasing average handle time * Monitors and is accountable for the collection and dialing strategy throughout Verizon Wireless Verizon Lake Mary, FL Sr. Analyst - Finance Operations (Billing) September 2013 - February 2016 * Completed Lean Six Sigma Green Belt project on denied refunds saving the department $130k a year * Provided technical and/or analytical support to solve a wide range of complex issues/problems. * Diagnosed strengths and developmental needs and provide coaching and feedback to the Analyst. * Established quality guidelines for all analyst roles throughout the organization which led to a 15% increase in customer experience and satisfaction. Verizon Wireless, Franklin, TN Supervisor - Financial Services December 2010 - August 2013 * Developed and implemented a new role in CFS to manage coordinators * Managing staff of 15 to ensure that all milestones are achieved within the agreed timeframes * Trained and coached new supervisors to acclimate them to leadership roles * Conducted quality audits to ensure customer service level exceeded expectation EDUCATION Bethel University - McKenzie, TN * Master of Business Administration, Organizational Leadership Tennessee Technological University - Cookeville, TN * Bachelor of Science in Business Administration, Marketing 2012 - 2015 2003-2007
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