Nicole Johnson
Fogelsville,PA
Summary
Qualified Sr. Client Delivery Specialist versed in data mapping and user acceptance testing to solve complex problems in high-pressure environments. Activates strong analytical skills to investigate trends in large amounts of data and formulate conclusions based on findings. Excels at cultivating, managing and leveraging client relationships to foster extended engagements and business opportunities.
Overview
20
20
years of professional experience
Work History
Sr. Client Delivery Specialist
Sequential Technology International
Bethlehem, PA
04.2019 - Current
- Assessed programs to identify risks or problems to determine appropriate responses.
- Disseminated information regarding tools, reports or metadata enhancements.
- Worked directly with ATT clients to accurately define nebulous business requirements, designing operational frameworks suited to each customer's requirements.
- Evaluated existing systems capabilities versus desired outcomes; determined gaps between current state and future state; developed action plans accordingly.
- Designed and executed product and process demonstrations to promote proposed business process frameworks, creating positive results.
- Created and designed business intelligence databases, spreadsheets or outputs.
- Defined performance metrics tied to key performance indicators.
- Performed root cause analysis on complex problems related to business processes.
- Provided technical support for existing reports, dashboards or other tools.
- Established and restructured new and existing policies, processes, and procedures.
Business Process Analyst (II)
Sequential Technologies International
Bethlehem, PA
08.2017 - Current
- Leads analysis functions related to the IVR services providing business area knowledge and technical expertise
- Perform end to end quality assurance testing
- Manage and organize routing configurations
- Execute system test plans to ensure project/system deliverables meet defined AT&T customer requirements
- Manage and governor the PBX and Avaya switchboard for routing configurations 258+ program DNIS
- Provide backup support for Ad-hoc SQL reporting
- Scheduled, planned, and approved the implementation and testing of new IVR routing configurations
- Tested designs to ensure they met all original requirements, making tune-ups when necessary
- Performed regular IVR and PBX maintenance, troubleshooting, system restores, and system backups when necessary.
Business Process Analyst (I)
Sequential Technologies International
Bethlehem, PA
12.2016 - 08.2017
- Established as the SME for telephony, IVR, and CTI Launch
- Developed and implemented tailored process changes to the needs of particular clients
- Identified new innovative GUI enhancements to help streamline Order Manager Administrator duties
- Manage and develop changes
- Collaborate and supported various Integrated Voice Response for Offshore BPO Partners
- Effectively communicated with other employees and upper management to ensure complete care of our client
- Evaluated the clients needs and provided service options to meet their requirements
- Facilitated the implementation of [Process, project or program] by communicating objectives across client, teams, and departments, assigning multi-phase activities to appropriate personnel and coordinating time lines to ensure successful launch.
Business Process Analyst
Synchronoss Technologies Inc
Bethlehem, PA
01.2013 - 12.2016
- Assisted users with recurring Cognos reporting change requests and performance tuning of existing reports
- Assisted clients in understanding their available options and helped them select the right service plans for their needs
- Partnered with Cognos/DEV Team to transform requirements into actionable, standardized reports and processes
- Assisted the Quality Assurance team with testing JIRA workflows and help identify any missed requirements vs BUGs
- Acknowledged customer issues and resolved their problems quickly and efficiently.
Team Leader
Synchronoss Technologies Inc
Bethlehem, PA
05.2006 - 01.2013
- Proactively obtained extensive knowledge about the Work Force Management Tool (IEX) and monitored the overall health of the operations call center
- Audited call center representatives to ensure quality service was being provided
- Gained an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and communicated service results to management
- Prepared and maintained reports, dashboards, daily and monthly communications for the call center
- Managed and supported transfer of learning various applications and reports
- Successfully reduced company costs by meeting SLA targets.
Senior Agent
Synchronoss Technologies Inc
Bethlehem, PA
05.2005 - 05.2006
- Developed leadership and coaching skills maximizing agent performance
- Escalated calls to management as requested or necessary
- Provided current and accurate product knowledge and constructive feedback to agents
- Proactively provided first call resolution to customers based on customer desires
- Successfully provisioned orders while providing additional call support
- Directed inbound calls to appropriate departments or management as needed
- Audited call center representatives to ensure quality service was being provided
- Answered customer queries related to products, services or their specific accounts
- Assessed customer needs based on words and tone of voice to determine the best action to take for customer retention.
Entry Level Agent
Synchronoss Technologies Inc
Bethlehem, PA
11.2003 - 05.2005
- Responsible for processing AT&T Online orders and provided in-bound call support
- Accepted and processed customer payments in cash, credit cards and checks, checking for validity
- Provided exceptional customer service AT&T Consumer and AT&T Premier
- Worked independently and as a team to meet the call centers expected goals
- Acknowledged customer issues and resolved their problems quickly and efficiently
- Assisted clients in understanding their available options and helped them select the right service plans for their needs
- Contacted existing and new customers to discover their needs and to explain how certain products could be useful to them.
Education
Some Credits -
LEHIGH CARBON COMMUNITY COLLEGE
08.2002
WHITEHALL HIGH SCHOOL
Skills
- Client and vendor relations
- Communications
- Customer service
- Data analysis
- Dependable
- Detail oriented
- Documentation and reporting
- Organizational skills
- Problem-solving abilities
- Microsoft office
- Telephony
- Attention to detail
- Issue resolution
- Process Change Improvements
- Knowledgeable in [Software]
- Requirements Analysis
- Process Development
- Project Management
- Systems Analysis
- Business Analysis
- Documentation
- Customer Rapport
- Delivery Schedules
- Effective Communication
References
Available Upon Request
References
References available upon request.
Timeline
Sr. Client Delivery Specialist
Sequential Technology International
04.2019 - Current
Business Process Analyst (II)
Sequential Technologies International
08.2017 - Current
Business Process Analyst (I)
Sequential Technologies International
12.2016 - 08.2017
Business Process Analyst
Synchronoss Technologies Inc
01.2013 - 12.2016
Team Leader
Synchronoss Technologies Inc
05.2006 - 01.2013
Senior Agent
Synchronoss Technologies Inc
05.2005 - 05.2006
Entry Level Agent
Synchronoss Technologies Inc
11.2003 - 05.2005
Some Credits -
LEHIGH CARBON COMMUNITY COLLEGE
WHITEHALL HIGH SCHOOL
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