Call Center Quality Assurance/Business Analysis/Operations Manager

Brian Bundesen

678-***-**** *****.********@**********.*** Norcross, GA 30093

SUMMARY

Versatile and results-driven professional with over 20 years of expertise in all facets of EFT and payments processing. Quality Assurance, Call Centers, Help Desks, ATM Monitoring/Operations, Incident Management, Production Support, Vendor Management, and Retail Card/Banking environments within high-profile corporations. Strong organizational, customer service, and communication skills with the ability to independently plan and direct business operations in any environment. Extensive experience in personal development, growth, team building, and talent leadership. Outstanding written, verbal, and interpersonal communication skills. Recognized as an energetic leader achieving success in establishing new organizations and producing solid results for multiple companies.

TECHNICAL SKILLS

Project Management

Transition Management

Incident Management

Strategic Planning

Client-Focused

Thought Leadership

Fact-Driven Communicator

Contingency Planner

Critical Analysis Skills

Problem Solver/PIR/RCA

Data Center Management (HVAC,

UPS, Power, Fire Systems, Floor space

management)

Six years Stratus/VOS 17.x.x Over

ten years of Tandem/BASE24

experience

Fifteen years mainframe, Connex, CV

Systems platforms

MOVEit Central file mover

MOVEit DMZ file repository

NCR ImageMark X9.37 Consolidator

SharePoint

Auditing/Security/Compliance (PCI, SSAE16,

FFIEC)

Monthly Metrics, Trending, Forecasting, and

Business Analysis

Inetco Insight

Project Definition and Business

Requirements

ISO8583 Transaction Analysis

Service Delivery Pricing/Pre-Sales support

Outlook, PowerPoint, Excel, Word, Visio

CA ServiceNow (Incident Ticket

Management/Change Management)

Action Request (Remedy)

CMS (Case Management -

Incidents/Service

Requests/Change Control)

Kronos Workforce Administration and

Schedule Management

Talent Acquisition

VDI

Cisco Historical Call Reporting

Cisco ACD Reporting

ACD Supervisor

Cisco Agent Desktop

PROFESSIONAL EXPERIENCE

Call Center/Payment Processing/Quality Assurance/Business Analyst, CLA Corp. Inc., January 2020 - current

Atlanta, GA

Developed the severity/impact matrix process for Incident Management, Root Cause Analysis, and escalation of complex issues for the Call Center vendor support teams. Manage the Customer Service Payment Processing Team and daily reporting operation Created the QA Call Center program and scoring surveys for live and recorded calls Established the Call Center Change Management process and Post Incident Review Team Drive current processes improvements and developed KPI reporting for daily operations. Developed all standards for documentation editing and process flows. Administrated and trained agents on the SharePoint knowledge base repository. Established proper management of the technical production resources to support a quality aligned Call Center Operation.

Authored PowerPoint presentations for the current operation and strategic concepts, Transition manager for the LiveVox and Inventory Management project and mitigation. Identified current issues within the management and daily operations. Presented efficiencies to increase RPC revenues and drive down redundant calls. Incident Management/Production Support/Payment Operations, Fiserv, Inc., January 2017-January 2018

Atlanta, GA

Responsible for complex analysis of SEV1-SEV4 Incident Management, drive escalations to trouble-shooting and Post Incident Review teams

Drive the Root Cause Analysis and resulting action items to completion. Participate in weekly channel reviews of change tickets for patches, software/hardware changes, network architecture, and corrections before the Change Management review Board using the Service Now ticketing application

Define, write and edit Process Documentation for daily reference by the Production Support Team. Establish, organize, manage, and maintain the ITIL local SharePoint repository library. Track/drive/report current issues to Production Support organizations and senior management. Communicate Problem/Incident statuses to internal client teams and perform SLA management reporting.

Provide continuous improvement/positive recommendations for the existing team including process, communication methods, problem speed recognition, standard definitions, and emerging technologies.

Conduct Performance Reviews, hiring interviews, and supervise/coach staff on a daily basis Senior EFT Operations Manager - Network File Transmissions/Debit Card Production, Switch/Merchant/Production Support/ATM Help Desk Operations/APTRA Vision Automation, FIS GLOBAL, January 2010-January 2016

Atlanta, GA

Responsible for Vendor Management, Incident, Problem, and Change Management, Trends and Metrics Analysis/Reporting, Cost Reductions, Cisco/ACD Call System Management, Case Management System ticketing, Targets/Statistics, and Agent Analysis. Managed the End-to-End daily ATM Help Desk Operation for over 7,000 ATMs in 29 states. Implemented, Administrated, and Maintained the APTRA Vision/Gasper Vantage end- toend solution for over 650 ATM banking clients. Created all status/action code tables, scripts, protocols, service levels, commands, and reporting to clients and internal management. MS Office Suite including Word, Access, Excel, Outlook, SharePoint Administration, and Salesforce CRM.

Perform complex Business Analysis for over 700 EFT clients, escalation processes, and Root Cause Analysis.

Develop, author, and maintain Process Documentation on Vision and perform SharePoint Administration. Produce and distribute APTRA Vantage/Vision ATM availability reporting. Manage the operational Client Relationship Systems, seven years of experience with Stratus System and PAS Application Upgrades, Process Audits, Production Support, Network Transmissions, File Transfer/File Movement Utilities, Software Enhancements, ITIL, Datacenter Management, Emergency Response, PMO, TNS/NOC, Disaster Recovery Planning/Testing, and the hiring of Operations Center employees.

Responsible for UAT and Omni-channel test cases for APTRA Vision/Vantage, NCR AANDC/Edge 5.0/5.1, Diebold Agilis 3, and Hyosung emulation/conversions. Directed Host Core and ATM conversions for multiple platform deposit image processing and IPC delivery. Accountable for the hiring, development, coaching, and evaluation of all unit employees.

Perform all troubleshooting and testing operations for APRTA Vantage/Vision operations. Oversee and coordinate project teams for ITM/EMV (m-tip/ADVT) certifications and production rollouts.

Senior Technical Consultant, NCR CORPORATION, February 1999-January 2010 Atlanta, GA

Managed pre-sale support, assisted in solution planning, troubleshooting, and performing end-to-end customer transitions to the ATM Incident Management solution Collaborated with worldwide technical teams in the development of global ITIL automation standards.

Established state of the art global model business Call Center/Help Desk for ATM monitoring systems.

Acquired competent and experienced technical call center staff for outsourcing operations. Managed the conversion of ATM outsourcing customers using APTRA Vision/APTRA Vantage solution.

Coordinated Avaya ACD implementation, menus, analyzed and department/agent KPI's. Evaluated and planned implementation of new ATM outsourcing of business opportunities. Implemented the Fleet and Compass Bank/transition of the GasperNet EDI pilot project. Supported the testing and implementation of NCR ATM Remote Recycle option for 4g and 5g ATMs.

Vice President/Manager, BANK OF AMERICA, January 1997-January 1999 Atlanta, GA

Responsible for providing sole leadership to the entire team of 40 Call Center/Help Desk agents

Managed the ATM/ABC Support Center for NationsBank East, accountable for over 7,000 ATMs.

Responsible for daily operations, strategic planning, tactical support, budget, expense, management reporting, contingency planning, Y2K compliance, and direct escalation to internal and external clientele.

Implemented Gasper Manager automation tools and technology, improving call center efficiencies.

Orchestrated multiple system integrations, company initiatives, and drive for continuous improvement.

PROFESSIONAL MEMBERSHIPS

Notary Public - State of Georgia

President of the Gasper User Group (Western Hemisphere) International Help Desk Member

Professional Help Desk Association member

Help Desk 2000

ATMIA member

Life-Safety Officer

S.T.A.R. (Superior Talent Achieving Results) Award Winner CPR Certified

FEMA Certification IS-00907

POST (Police Officer Service Training) Certified 01/01/17 Notary Public Commission - State of Georgia 01/01/20

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