Nyree Robinson
Linden,NJ
Summary
Business Operations Analyst role with 19 years of experience in process optimization, system design, and functionality enhancement. Expertise in development of operational procedures and performance metrics to improve interface and efficiency. Proven track record in client services and operational analysis within Conduent.
Overview
20
20
years of professional experience
Work History
Operations Analyst
Conduent Remote
01.2019 - Current
- Develop and update standardized operating procedures, process flow documentation, and administrative summaries to enhance operational efficiency
- Generate performance metrics and reports to facilitate process management and identify opportunities for continuous improvement
- Address client inquiries through email, telephone, and service requests, ensuring prompt and accurate resolution of issues
- Coordinate with Quality Assurance to supply necessary reports and backup data, and manage resolution of application and data discrepancies.
Client Services Analyst (DMV Hearing Analyst)
Conduent Remote
01.2017 - 01.2019
- Provided expert testimony in court proceedings to support legal actions against policy violators, ensuring precise representation of facts and adherence to agency protocols
- Facilitated interdepartmental collaboration by assisting in the resolution of escalated account issues, thereby enhancing customer service quality and compliance
- Managed the accurate allocation of funds and validation of customer claims in partnership with the E-ZPass program, contributing to the integrity and efficiency of account reconciliation processes.
Team Coach
Conduent (formerly Xerox)
Newark, New Jersey
01.2014 - 01.2017
- Oversaw the preparation and submission of daily production reports for key toll authorities, ensuring accurate tracking of operational performance
- Coordinated with clients and a collections agency to effectively address and resolve non-revenue violations and accounts in collections
- Supervised and supported a team of 9 customer service representatives, fostering an environment of excellence in client assistance and issue resolution.
Customer Service Representative
Conduent
01.2005 - 01.2014
- Facilitated the launch of new initiatives within the Technical Service Center, contributing to project setup and operational readiness
- Developed and delivered training programs for new and current employees, enhancing team competency and performance
- Managed customer accounts by processing updates, resolving inquiries, and handling toll disputes, ensuring high levels of service and customer satisfaction.
Skills
- Logical Reasoning
- Problem-solving
- Independent Work
- Teamwork
- Communication
- Reporting abilities
- Process updates
- Forecasting skills
- Workflow Optimization
- Business Intelligence
- Reporting skills
- Data Analysis
- Operational Efficiency
- Risk Assessment
- Written Communication
- Microsoft SharePoint
- Analytical Thinking
- Time Management
- Excellent Communication
- Oracle database
- Microsoft PowerPoint
- Team building
- Statistical Analysis
- Team Collaboration
- System Testing
- Adaptability and Flexibility
Timeline
Operations Analyst
Conduent Remote
01.2019 - Current
Client Services Analyst (DMV Hearing Analyst)
Conduent Remote
01.2017 - 01.2019
Team Coach
Conduent (formerly Xerox)
01.2014 - 01.2017
Customer Service Representative
Conduent
01.2005 - 01.2014