MS Office
Daniel Loranca
Program Manager And Business Strategist
Summary
Seasoned Business Analyst offering 20 years of Business and Financial industry success. Expert on business and systems requirements, user acceptance testing and end-user training. Accomplished at leveraging past lessons to inform future decision-making.
Overview
23
23
years of professional experience
4
4
Certifications
2
2
Languages
Work History
Senior Business Operations Analyst
American Express
New York, NY
05.2011 - Current
- Improved business direction by prioritizing customers and implementing changes based on collected feedback.
- Analyzed open orders, backlog, and sales data to provide sales team with insights.
- Conducted interviews with key business users to collect information on business processes and user requirements.
- Delivered analysis of market, sales and consumer trend impact on long and short-term strategies.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Assessed business requirements to forecast annual budgetary operational costs.
- Collaborated with stakeholders to define project objectives and criteria.
- Drafted reports on company financial metrics to assess successes and account for deficiencies.
- Performed gap analysis to identify areas of improvement.
- Generated business intelligence reports to inform strategic decision-making.
- Collaborated with teams in product line transition to streamline manufacturing footprint.
- Evaluated current processes to develop improvement plans.
- Reviewed internal systems and organized training plans to address areas in need of improvement.
- Restructured procedures through coordination with compliance director to create and execute projects.
- Produced detailed and relevant reports for use in making business decisions.
- Created and optimized records management strategies to coordinate and protect information.
- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
- Leveraged on-site observation and personal interviews to identify team and individual strengths.
- Gathered, documented, and modeled data to assess business trends.
- Conducted thorough reviews of operations to devise and deploy improvement strategies.
- Surveyed clients to ascertain requirements and expectations for product.
- Executed analysis of risks and identified risk mitigation strategies.
- Recommended Call Center and Standard Operating Procedure operational improvements based on tracking and analysis of Customer and Employee data.
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
Lead Personal Banker
Citibank, NA
Philadelphia, PA
01.2009 - 12.2010
- Worked with clients to address and respond to client and partnership management issues.
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
- Engaged departments in customer satisfaction initiatives to uplift service ratings.
- Cross-sold credit cards, loans and other bank products.
- Trained new hires on customer service policies and procedures.
- Monitored and verified suspicious activity on customer accounts.
- Processed wide variety of retail banking transactions for personal and commercial customers.
Commercial Portfolio Manager
Idearc Media
Bensalem, PA
01.2008 - 01.2009
- Communicated market developments, portfolio changes and annual performance information to clients.
- Developed rebalancing strategies to minimize risk exposures.
- Developed and presented proposals for new investments.
- Recommended investment strategies to meet client financial objectives.
- Facilitated portfolio performance review and implemented new strategies.
- Evaluated and negotiated contracts to procure favorable financial terms.
Senior Business Operations Manager
Apple Leisure Group
Newtown Square, PA
01.2001 - 01.2008
- Reviewed company's strategic plans and developed departmental goals and standards to support vision.
- Devised strategies to boost customer sales and drive referrals due to excellent service resulting in new customer relationships.
- Oversaw day-to-day business operations on sales floor by fostering deep professional relationships with wholesale contacts and customers.
- Listened to staff and customer issues and conflicts to deliver solutions, propel customer experiences.
- Implemented escalation procedures to effectively handle time-sensitive issues.
- Collaborated with senior leaders to develop and launch streamlined group sales agent KPI's and Incentives.
- Recruited, hired, mentored and trained 50+ staff on business procedures, policies, duties and customer care methods.
- Promoted energetic atmosphere with purpose to drive improvements in customer care and experiences.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Education
High School Diploma -
University High School
Orlando, FL 08.1996 - 2023.05
Skills
Strategic planning
undefinedAccomplishments
- Hola: Member
- Virtual Colleague Network: member
- Amex Pride+ Virtual Co-Chair of Communications
- Amex Wellness Challenge Co-Chair of Data Analysis and Technology Implementation
- TLS Diversity Council Secretary
- CBLSL: Board Member - Ombudsman
- Patron: Ali Forney Center: LGBT Youth Shelter and Services
- Carnegie Hall Patron
- Lincoln Center Patron
Software
Outlook
Excel
Powerpoint
Sharepoint
SLACK
Teams
IAM / Identity and Access Management
ServiceNow
Sabre
CX
Qualitrics
Mac and PC Environments
IT
Service Desk Analyst
Certification
MCP - Microsoft Certified Professional
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
MCP - Microsoft Certified Professional
09-2023
SAFe® Product Owner
09-2023
SAFe® Product Manager
09-2023
Harvard Leadership - Making Data Driven Decisions Quickly
01-2022
Senior Business Operations Analyst
American Express
05.2011 - Current
Lead Personal Banker
Citibank, NA
01.2009 - 12.2010
Commercial Portfolio Manager
Idearc Media
01.2008 - 01.2009
Senior Business Operations Manager
Apple Leisure Group
01.2001 - 01.2008
High School Diploma -
University High School
08.1996 - 2023.05