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Skills

  • Key performance indicator (KPI) dashboard design
  • Business process improvement
  • Business Case Development
  • Process automation implementation
  • Cross-functional team leadership
  • Mentorship and team development
  • Team management
  • Market trend analysis
  • Budget Management
  • MS Office

Work Experiences

  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Benchmarked processes across the competitive landscape to identify best practices and efficiency gains, which led to Employee of the Year recognition for innovation in business strategy.
  • Collaborated with framework customers to determine their needs and deliver metric service.
  • Achieved projected cost savings of $11 over three years.
  • Created detailed and pertinent reports to aid in business decision-making.
  • Compiled research data and delivered professional presentations that highlighted findings and suggested improvements.
  • Achieved results within the first two years.
  • Achieved a 71% decrease in error rates.
  • Used on-site observation and personal interviews to identify individual employee strengths.
  • Used Jira to collect, organize, and model data.

Summaries

  • 7 years of Computers Software experience as a talented program developer and director.
  • Well-versed in working with employees and leaders to resolve control and procedural issues that are causing business operations to suffer.
  • Achieved productivity improvements of 75% across multiple locations.
  • Costs were consistently reduced while profits were increased.
  • Collaborative leader adept at integrating ServiceNow solutions to optimize business operations, saving over $15 annually by eliminating redundancies.
  • Adept at leading digital transformation initiatives, reducing manual processes and improving efficiency in back-office operations by 30%, saving both time and resources.
  • As a Lead Business Analyst Consultant, I specialize in identifying inefficiencies and implementing technology solutions that enhance customer satisfaction by over 59%.
  • Collaborative leader adept at integrating Salesforce solutions.
  • Customer relationship management expert, highly capable of improving retention rates by 18% through thorough journey mapping and pain point identification.
  • Customer relationship management expert.

Accomplishments

  • Increased adherence to SLAs to 60% by driving process optimizations within the client support operations area.
  • Documented and resolved standard which led to system.
  • Formulated and executed an IT service management roadmap that reduced service disruptions by 15% and significantly improved uptime for critical business applications.
  • Collaborated with senior leadership to redefine key performance indicators (KPIs) that enhanced employee productivity by 45% across operations.
  • Integrated a customer-focused feedback loop with the product development team, resulting in a 43% increase in customer satisfaction over 18 months.
  • Led the initiative to implement business intelligence dashboards, giving leadership real-time KPIs, resulting in a 81% faster decision-making process.
  • Orchestrated cross-functional workshops to identify business requirements, contributing to a 61% increase in productivity across 10 teams.
  • Reviewed and optimized procurement processes, reducing cycle times and obtaining an average cost reduction of $16 per unit.
  • Instituted key operational metrics and integrated them into executives’ decision-making processes, leading to data-driven growth strategies.
  • Designed and implemented a company-wide data governance model, improving data quality and reducing data management inefficiencies by 45%.

Affiliations

  • Association of Information Technology Professionals
  • Association for Computing Machinery
  • Association for Supply Chain Management (APICS)
  • American Society of Safety Professionals
  • Toastmasters
  • Institute of Management Consultants USA (IMC USA)
  • American Marketing Association (AMA)
  • Analyst Syndicate
  • Jaycees
  • Agile Alliance

Certifications

  • Advanced Certified ScrumMaster (A-CSM)
  • SAFe® 5 Agilist Certification
  • Certified Professional in Business Analysis (CPBA)
  • SHRM Certified Professional (SHRM-CP)
  • First Aid/CPR Certified
  • Google Certified Professional Cloud Architect
  • Apple Certified Associate (ACA)
  • CompTIA Network+
  • Business Process Improvement Certification (AIIM)
  • PROSCI Change Management Certification

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