Business Analyst / Project manager Resume

Title
Business Analyst / Project manager

Primary Skills
JAD, BRD, Communications, UAT, Training, SDLC

Location
US-TX-Fort Worth

Posted
Jun-30-09

Summary
As a successful, dedicated project manager / business analyst and team player possessing a complimentary blend of communication management skills and extensive experience translating customer needs, wants and desires into a profitable bottom line.

Business Skills

Business Operations: Project management, business analyst, credit, collection and customer service procedures and processes, vendor management, call center staff support discipline, statement of work creation and continuous process improvement execution, process flow mapping.
Software/system development: Requirements/technical development and documentation, SMART objective process for project charters, Waterfall/Agile SDLC methodologies, web based applications, project coordination, execution, JAD sessions facilitator, communications management, process and data flow diagramming, UAT, user training.
Soft Skills/Leadership: Performance management, supervisory experience, coaching, staffing, build and maintain excellent internal/external and, written and verbal communications, problem solving and conflict resolution.
PC Software: Windows, Microsoft Office (Excel, PowerPoint, Word), Visio, Access and Lotus Notes.
Experience

1985 -2008 GTE Directories, GTE / Verizon Communications

Project Manager and Business Analyst -- National Business Back Office Centers
Lead project manager for technical software development supporting telecommunications operations for directory listing and off-line order correction centers throughout the corporate footprint.
? Web based Payroll Attendance and Tracking System (PATS) generated ~$4.9M in annual savings by eliminating multiple manual processes. Deployed to a total of 43 centers.
? Mainframe system error fallout for Orders Not Distributed (OND), led requirements sessions and managed web based application to identify, gather and automatically accurately process creating revenue savings of ~$649,000.
? Team lead and primary point of contact for GTE Directories team in creating and implementing a cross-functional Credit pre-Approval process saving ~$800,000 in annual costs and $6.2M in revenue.
? Conducting ~12 annual on-site opportunity reviews with center management to evaluate pending project validity, estimate ROI and determine appropriate next phase action.
Glen L. Moore, Page Two:
? Primary business analyst gathering, documenting and delivering detailed functional requirements from inception to customer sign-off for multiple major projects annually.

National Staff Support Expert -- Credit Management
Primary staff support for national in and out bound collection call centers management, assisting center staff and management team in all phases of operations.
? Lead staff support responsible for monitoring vendor contracts and treatment activity, processes and results on ~$3M in pre/post bankruptcy assets.
? Collaborated with corporate security and fraud departments in implementing enhanced methodologies and processes to achieve saving of ~$1.25M annually.
? Stand in for center staff and management in various roles such as team coach, help desk support and trainer.
? Aided center staff evaluations and training requirements.
? Review current center processes, procedures and policy for accuracy and enhancements and initiate innovative methods and programs to increase productivity and revenues.
.
Senior Collection Analyst, Collections Supervisor, Trainer -- Finance and Credit
The supervisor conducting all the processes required for recovery tracking and reporting of team successes on ~$18M in annual delinquent revenues. Major contributor in the design, functions and testing for Customer Out-Of-Business data base warehouse, co-architect of GTE Mobilenet's initial collections center, created a training curriculum and trained unique sales team in FDCP and corporate billing/collection applications.

Professional Associations

Project Management Institute -- Fort Worth, TX. Chapter, Southlake Texas Networking and Focus Group and Fort Worth Career Search Networking.

Honors and Awards

Verizon Team Award of Excellence 2000, 2003, 2004, 2000 GTE Directories Award of Excellence for Innovation, GTE Chairman's Leadership Award (Silver) Process Solutions 1998 and (Silver) Team Leadership, GTE Directories Award of Recognition -- Gronseth Directories acquisition, GTE Directories President's Letter of Expert Certification for Malcolm Baldridge National Quality Award 1994.

Education / Training
Verizon Communications Requirements Analyst Certification 2007, National Association of Credit Managers Credit Business Associate professional designation 1993.

Military Service
United States Navy
Yeoman Second Class -- Honorable Discharge

Certifications
Verizon Communications Requirements Analyst Certification. Over 140 hours or in calss and web course training plus actual experierience.


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