OBJECTIVE

EXPERIENCE

9/2004 to Present Union Bank of California

• Business Analysis
• Gather business requirements for development on both small and large scale projects
• Serve as liaison between business units and IT staff
• Interview business to gather needs and requirements
• Determine feasibility and cost-savings of developing in-house or forwarding to IT department
• Provide post-production support to users and developers, including research and follow up
• Provide status updates to project stakeholders

• Developed employee management system (ED) to streamline workflow
• Automate various processes including HR profile processing and employee counseling
• Bridge data from multiple data sources into one application
• Produce interval reporting on employee performance
• Facilitated training sessions and demos to supervisors and senior managers
• Created database for company’s Office of the President to track escalated customer concerns
• Placed third in company-wide coding contest to create new online branch locator
• Detects user location by extracting IP address and automatically provides five closest branches
• Retains search history for data mining purposes
• Provides integration with call center CRM application to automatically locate branches based on caller’s home or business address

• Provide KPI statistics to executive management including chief officers
• Responsible for monthly call center reports, including gathering data from over 15 data sources
• Developed over 30 reports using Business Objects
• Fulfill most adhoc report requests in a quick and timely matter

• Verint Opus Performance Management
• Large scale application that displays call center and individual call center agent performance based on call handling statistics, claims handling, Clarify CRM case handling, et al.
• Involved in business requirements gathering, code development, testing, administration, and support
• Business Objects
• Create reports from various data sources including universes and SQL databases
• Provide wide range of reporting including call volumes, agent training issues, and audit logs
• Advanced knowledge of reporting software
• Microsoft Excel and Microsoft Access
• Expert knowledge in these applications with over ten years experience
• Well-versed in VBA, macros, and pivot tables
• Won Service Excellence award for providing Access support to IT department, Bank Operations, and Treasury Management

JOB HISTORY

SKILLS

EDUCATION

REFERENCES