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Yyyyyy x. yyyyyy
10360 Tuscany Rd. | Xxxxxx, XXXXXX xxxxxx xxx-xxx-xxxx | abc@xyz.com
Business Operations Leader
Team Management | Performance Assessment | Empowering Leadership | Customer Service Delivery | Information Gathering
Analytical Thinking | Process Improvement | Collaborative Problem Solving | Teamwork | Technical Savvy | Microsoft Office
ERP Master Data Management | SAP | AS400 | Lotus Notes | Cisco & Avaya ACD Phone Systems | Database File Query
Results-driven, capable and hardworking with years of progressively responsible experience in driving successful daily business functions. Skilled in effectively developing and introducing proprietary business application and handling all related management and Call Center duties. Inspire high levels of productivity across teams using tactical skills to surpass business objectives at hand. Well-versed in managing operations including contract processes. Inspired by the analytical and systems functions that come along with positions similar to the ones detailed in career history below. Presently seeking a Manager role that will allow for managing business processes, systems and master data, as well as teams of employees.
Professional Synopsis
Canon Solutions America, Inc.
MANAGER, BUSINESS OPERATIONS 2006 2017
Oversaw service contract maintenance for a subsidiary of Canon s domestic branch; delivered printing, document management and business service solutions
Managed the yearly price increases for service contracts, as well as all contract changes
Handled equipment meter billing, portal billing, electronic invoice distribution, end-of-life contract upkeep, as well as service contract cancellation
Administered GSA contracts in serving as a foremost contact and lead for related audit processes
Handled full-lifecycle control over customer master data via SAP, along with equipment item master data in SAP, AS400 and sales or pricing applications
Supervised a Call Center to field inbound customer inquiries related to sales, contracts and usage billing
Remarkably improved call answer rats to over 99% while boosting team productivity for issues resolution by 57%
Oc North America, Inc.
MANAGER/SALES CONFIGURATOR, Business Operations 2004 2006
Served a renowned global provider of digital document management technology services; included management of business requirements and user acceptance testing (UAT)
Acted as an effective intermediary between business process owners and technical team for applications to ensure adherence to updated business policies
Managed the Inbound Call Center and Helpdesk
Played a key role as they company was acquired by Canon in 2009
SERVICE SYSTEMS ANALYST, Service Information 2000 2004
Completed research in order to develop forecasting and evaluation of service statistics nationally
Instructed Field Analyst and the Product Support Department in using management information reports to cut down on service costs
Tested new system releases for service organization
Supported the implementation of updates and enhancements
Cooperated with Logistics, Marketing and Finance teams to resolve systems issues surrounding enhancements or new product releases
Also took on Business Analyst duties to prepare for the role listed above
Senior Business ANALYST, Service Information 1996 1999
Delivered ongoing support to the Service Dispatch Center and Service Management staff in rectifying service system issues
Documented requirements and collaborated with IT personnel on testing and system design changes
Used strong attention to detail to maintain master files; noted data integrity and trends in service reports as well
Yyyyyy x. yyyyyy
Continued
Business ANALYST, Service Information 1991 1996
Evaluated product performance, financial outcomes and technical productivity concerns in close partnership with Service Management; joined together to improve metrics
Partook in the application and ongoing development of a service system used to retain Field Technician activity and customer service operations
Facilitated an engaging system training program staff within numerous departments including Contract Administration, Credit, Machine and Parts Logistics
Devised monthly product performance results and response time reports for Venlo (Netherlands)
Also reported on service tables, quarterly activity, monthly business and special project statuses
De La Rue Cash Systems, Inc.
OPERATIONS ANALYST, Financial Planning & Analysis 1999 2000
Assessed the daily functioning for a manufacturer of note and coin handling equipment and services; catered to clients including retail locations, banks, and leisure companies
Crafted a budget for use by the Sales Department and all supporting entities such as Marketing, Finance, Order Administration, IT and Human Resources
Collectively worked with Sales and Marketing staff to construct revenue forecasts and manufacturing requirements.; also managed working capital and resolved tracking matters to lessen the amount of financial write-offs
Analyzed capital expenditures and secured authorization to apply special pricing to new orders
Pansophic Systems, Inc.
FINANCIAL ANALYST, Budget and Accounting 1988 1990
Aided the Budget Manager consolidate the company budget
Prepared an assessment of financial accounts for Budget Manager, which detailed monthly expenditures
Also developed monthly reports that covered royalty expense, capitalized development charges and software amortization for publication in monthly fiscal reports for review by corporate Directors
Calculated quarterly revenue forecasts; also transferred the budget from PC to mainframe
Authored and set into place valuable procedures in working with IT to automate amortization and royalty entries; generated a one-day acceleration of the monthly closing time
FINANCIAL ANALYST, Treasury 1987 1988
Prepared and delivered forward market contracts to the Treasury Manager
Kept a detailed record of contracts and foreign exposures for each month of operation
Education
Master of Business Administration, Finance, DePaul University
Bachelor of Arts, Economics, Swarthmore College
Courses, Economic Theory and International Economics, University of Xxxxxx
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