Dayton, Ohio, United States
Skilled in Leadership, mentoring, developing and training, Department of Defense, Air Force, and Military Operations. Strong ITSM professional with experience in reporting, dashboard building, SaaS, ServiceNow, Supervision, Major Incident Management, Problem management, Change Management ,and building services with agile methodology.
Leads requirement gatherings, design, development, testing, training, and delivery of Business Unit reports, metrics, dashboards, and tools/applications. Assists with analysis, evaluation, and assessment leading to development of recommendations for process improvements optimization, and/or development efforts for IT processes. Establish, implementing, and documenting data integration or migration strategies. Work closely with key managers and stakeholders to promote cross-unit communication and build support for organizational objectives.
Establish contact center goals, metrics and priorities in line with the client's targets and industry standards for an enhanced customer experience; measure performance against such indicators. Discuss and document report requirements with database administrator to determine optimum database design. Report through the creation, enhancement, and maintenance of Executive Dashboards, Scorecards, Calendars, Reports and Archives with multiple levels of segmentation and time periods. Provide analysis on the daily/weekly/monthly data that will show trend analysis in the overall operation of the Customer Care Centers Work on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives and implement strategic policies when selecting methods, techniques and evaluation criteria for obtaining results. Create exception and outlier reports; develop trend analyses and alerts Produce data-driven operational recommendations to Care Center / Executive Leadership Present data in a monthly operations review deck that will keep all parties from the various Care Centers informed and enable continuous process improvement Facilitate monthly user group meetings to provide instruction on use of MicroStrategy Maintain task status using issue and project tracking software.
Lead a team of service desk professionals through the utilization of proven coaching and leadership techniques. Develop and implement coaching plans to motivate and encourage the professional development of direct reports. Provide administrative support to assist with the management of our day-to-day operations. Assist human resources by interviewing prospective candidates and employing personnel management methods. Monitor and assess the performance and attendance of direct reports and implement intervention plans as necessary. Identify and diagnose trends to ensure operational goals and SLA's are adhered to.
Processed VA mortgage loans according to product guidelines through validation of credit and collateral documentation. Analyze all pertinent financial and credit data to determine the acceptability of the loan risk for bank/investor policy. Respond to member and third party calls to keep members informed and meet established service level objectives for completing mortgage applications. Follow-up with members and third parties to obtain loan documentation and title and collateral information.