Lara Primato

Work History

Senior Business Analyst

INTELEMEDIA COMMUNICATIONS, LLC

Plano

03.2006 - 07.2024

Identify and implement modern solutions for the ongoing needs of my clients based on industry’s current best practices
Perform root cause analysis and coordinate with internal teams to solve issues and complete fixes quickly
Continual communication with the Customer Service Operations and Application Development internal teams to solve problems based on client needs
Requirement discovery sessions with clients to gather information and convert them into detailed business and technical specifications
Create and execute test plans to validate call routing, IVRs, agent scripting and application programming interfaces (APIs) are functioning as designed
Adeptly create process documentation that identifies money saving efficiencies
Deliver highly customized agent scripting, direct response call center management and interactive voice response (IVR) applications; consistently ahead of schedule and within the initial cost estimate
Write SQL queries using Microsoft SQL Management Studio for quality assurance of reports, exports and ad hoc requests
Create and revise mockups of reports and exports, IVRs, direct response call center management and agent scripting initiatives
Identify impacts and create test plans for the seamless implementation of server replication processes and upgrades
Manage IVRs, call routing to multiple call centers, predictive scoring, agent scripting and back-end data deliverables
Independently create step-by-step process documents and checklists for quality assurance testing of all deliverables.

Supervisor, Wholesale Services

VALOR TELECOMMUNICATIONS OF TEXAS, LP

Irving

01.2001 - 03.2006

Supervised seven customer service reps to handle phone number porting and unbundled network elements between the transmission facility (colocation) and the demarcation point at the end users premised for thousands of customers
Developed SQL queries from a DB2 mainframe
Exported, parsed, and compiled the data into metric and quality assurance reports for upper management
Managed creation and ongoing development of Microsoft Access tracking databases used by offsite customer service reps
Interfaced between development teams and end users to define processes and business rules used for data warehouse
Created and maintained internal and external processes and guidelines for Wholesale Services including developing and updating step-by-step processes for internal use and updating the guidelines and template requirements for use by the carriers
Developed and updated data on Wholesale Services’ website; including guidelines, forms, notices, and due date intervals
Proactively identified obstacles and collaborated with teams to identify possible solutions.

Supervisor, Complex Assignment

WOLTCOM, INC

Coppell

06.2000 - 01.2001

Supervised five Complex Assigners to ensure vacant line equipment, telephone numbers, and cable pairs were assigned on time to meet customer due dates
Handled escalation calls from area managers regarding issues with assignments, including bad pairs, active line equipment, and in-use telephone numbers
Identified systems issues and conducted daily and weekly conference calls with management communicating issues and providing feedback on actions needed for resolution.

Overview

Work History

Senior Business Analyst

Supervisor, Wholesale Services

Supervisor, Complex Assignment

Timeline

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