Business Analyst Process Improvement
Resume:
Shylo Negron ad66nr@r.postjobfree.com
Workforce Management Business Analyst 347-***-****
347.601.9844Carmelo Barese
Assistant Manager
347-***-**** ad66nr@r.postjobfree.com Pembroke Pines, FL Objective To work with a motivated team of professionals toward developing productive workflows/processes and to perfect software functionalities that satisfy business operation’s needs. Considering me for this role will grant you the opportunity to have an employee who prefers to be challenged, adapts to ongoing structural changes, has project management experience with software departments, hands on experience developing operational procedures and working with developers to integrate those processes into software functionalities
Key Skills Marketing
Project management
Budget planning
Problem solving user and system issue
Forecasting business performance and
staffing
Modivcare LLC - Workforce Management/National command centers Work Force Management Business Analyst Promoted, 6.2021 - 4.2024
• Systems administrator
• Forecasting performance (Data analysis)
• Monitoring performance
• Including all REAL TIME ANALYST tasks listed below Process Improvement & Reporting supervisor
•
Modivcare LLC -WFM/National command centers - Business planning Dept. Real time analyst 9.2018 – 6.2021 Internal role change
• Process improvement of – HR, Call Center, Transportation, Facilities, Network and Florida’s WFM workflow process improvement planning, development and implementation. (Prior to Circulations business transition)
• Business analysis of processes and operational procedures.
• Workforce management Real Time analyst – Forecasting, agents schedule planning, capacity planning, Intraday reporting, daily monitoring of performance activity/adherences and skilling agents to queues, in some cases supporting multiple states.
• Excel Reporting specialist– Pulling data displaying operational SOW’s, SVC%, daily, weekly, mthly contractual compliance metrics etc.
• Administrator Access - Avaya CMS/Avaya Contact
Analyzer/Teleopti/LCAD/Focus, Verint and Five9.
• Support national business planning daily to meet department budgets, staffing requirements, perfect workflows, and process improvement projects.
Modivcare LLC - Supervisor of Process Improvement
WFM Business planning Dept. 9.2018 – Current
• Process improvement of – HR, Call Center, Transportation, Facilities, Network and Florida’s WFM workflow process improvement planning, development and implementation. (Prior to Circulations business transition)
• Business analysis of processes and operational procedures. 2
Shylo Negron ad66nr@r.postjobfree.com
Workforce Management Business Analyst 347-***-**** 347.601.9844Carmelo Barese
Assistant Manager
• Workforce management Real Time analyst – Forecasting, agents schedule planning, capacity planning, Intraday reporting, daily monitoring of performance activity/adherences and skilling agents to queues, in some cases supporting multiple states.
• Excel Reporting specialist– Pulling data displaying operational SOW’s, SVC%, daily, weekly, mthly contractual compliance metrics etc.
• Administrator Access - Avaya CMS/Avaya Contact
Analyzer/Teleopti/LCAD/Focus, Verint and Five9.
• Support national business planning daily to meet department budgets, staffing requirements, perfect workflows, and process improvement projects.
Belusa LLC - Business systems analyst, Software engineering Dept. 6.2016 - 9.2018 Promoted.
• Project management
• JIRA- “Gate Keeper” delegating software support tickets, record/report status updates, investigate reported errors; Scope/plan all projects for a team of 10 software developers.
• Analyze errors alerts/correct fields/create missing fields within our custom-built admin panel and art module software.
• Perform QA testing, auditing for disaster recovery and/or functionality issue resolution of operational software and website functionalities.
• Reconstruct malfunctioning operational procedures to create more efficient workflow processes.
• Clear understanding of scoping sprints and development lifecycles.
• Prepare project user stories and UX, UI user stories/BRD’s and ERD’s to present to stack holders, technical directors for approvals and to support our team of programmers throughout every development stage.
• Troubleshoot internal and external user’s issues.
• Present and/or support developing solutions for failing operational procedures.
• Perform QA, analyze, test reports of daily malfunctions, user issues, and developer findings. Successful in coordinating project tasks with 8 Department managers and their supervising staff of over 30 team leads.
• Reconstruct malfunctioning operational procedures to create more efficient workflow processes.
• Clear understanding of scoping sprints and development lifecycles.
• Successful in coordinating project tasks with 8 Department managers and their supervising staff of over 30 team leads.
• Granted restricted access to analyze/pull reports from MYSQL and varies applications malfunctions/functionalities within our custom-built operational software.
• Update thousands of product details within our custom-built software
(which manages BELUSA’s ecommerce website, grossing over one million dollars in sales a day) for Discount mugs and BelPromo 3D UX, UI. 3
Shylo Negron ad66nr@r.postjobfree.com
Workforce Management Business Analyst 347-***-**** 347.601.9844Carmelo Barese
Assistant Manager
BEL USA LLC. Quality Assurance Analyst - Call Center Dept. Florida and Philippines Call center.
• Call Miner Eureka Analytics- Built Categories, developed syntax and filters for call recording requirements linked through Oasis compliance system; for a team of over 400 staff members from both sites in Miami Fl and Manila, Philippines.
• Assisted IT and management in developing performance test plans, cases, scripts, including reports for multiple QA projects involving over 4 call center departments which include 8 teams from both sites.
• Mediate quality related “CSAT” customer complaints/ investigations, evaluated social media & BBB ratings, product reviews, trending activities, etc.
• Assess QA performance, retrieve and analyze QA information to identify root causes of staff performance gaps and other QA problems.
• Hands-on experience with statistical data collection and quality administration
• Managerial qualities- Agile methods, time management, project leadership and teamwork.
• Improving company performance through enhanced quality standards; deploying strong, long-term QA integration strategies
• Assist HR in providing employees with relevant Quality Control Training Prior Experience
Property Management Assistant
HC Realty 2015 - 2016 1 year Pompano and Pembroke Pines
• Office operations, performed community and unit
sales/rental tours
• Contractual lease agreement signage, processed rental payments/billing procedures
• Property Ware accounting software
• Supervised staff, sales
Representative/Clerical/Administrative
tasks, Tenant complaint resolution, Processed maintenance Admissions Representative
Florida Career College 2013 - 2014 1 year
•Admissions advisor
•Enrolled students/assisted application process
•Processed and administered academic documents per semester, Assisted, supported and managed new, current and graduating students through their program
•Administrative outbound calls/follow ups, filing and completing applications, Presented campus tours while Facility Director/Fitness, Spa and Maintenance Manager 4
Shylo Negron ad66nr@r.postjobfree.com
Workforce Management Business Analyst 347-***-**** 347.601.9844Carmelo Barese
Assistant Manager
NFC Amenity Management 2010 - 2013 3 years
Jade Ocean luxury condominium
•Operations Director of the luxury facility amenities
•2.5 years of experience servicing property management
•C.A.M (Community Association Management training)
•Managed a staff of 20, monthly marketing, monthly revenue, monthly inventory of expenses, monthly sales target, monthly budgeting of spa, fitness and operational services/supplies, biweekly payroll reports, purchased décor, set up of interior design layout
•Multi-tasked sales, retail operations and luxury spa services/products, assisted owners, guests, corporate real estate agents, issue resolution, reported to board of directors association/ member/customer satisfaction and concerns, performed, conducted routine safety inspections
•Directed real estate tours of luxury properties to international and domestic buyers
•Over saw 5 diamond quality service for routine inspections of grounds, staff performance, housekeeping, coached staff on aggressive hospitality, sales performance and procedures, refreshed treatment rooms and equipment to meet 5 star quality display standards
•Event Planner-managed a$6,000 budget for 6 annual corporate social events, entertainment, and elegant food displays, catering customized invitations and marketing displays
5
Shylo Negron ad66nr@r.postjobfree.com
Workforce Management Business Analyst 347-***-**** 347.601.9844Carmelo Barese
Assistant Manager
Professional
Education
Education/Certifications
IPAG International Business Study Abroad,
Binghamton NY, BCC, BA. Business Administration 2007.
• International Business study abroad program, IPAG Nice, France 2006
• Tri-lingual Eng, Spa, Fre
• Frontline Leadership 1-week corporate training program 2015 Miami Dade College, Work related course advancement- Business Intelligence/Software Applications
• Database concepts design 125hrs completed.
• PMP, Professional Development Units (PDU’S) completed 35hrs
• CAPM certification training completed 35hrs
• Digital marketing training using social media & Google AdWords, completed.
• Nano Tech training programs in digital marketing
-SQL for Data Analytics, Building Data Dashboards
training
-Salesforce Administrator certification training
Leadership Successfully supported projects and staff development by implementing appropriate changes to processes and procedures.
References ALEX BARBERIS DONOVAN CAMPBELL
VP SOFTWARE BELUSA LLC. OPERATIONS MGR.
JASMINE PEREZ Robert Gongora
LOGISTICARE CS MGR. MODIVCARE TRAINING MGR.
KATHEREN COCRANE BELUSA, KRISTINE CATALANO
BEL PROMO SALES MGR. HC PROPERTY MANAGER
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