STEVEN OCHOA
Phoenix,AZ
Summary
Highly skilled at communicating and building influential relationships with clients and teams at all levels. A solution-oriented strategist with a focus on long-term goals and cross-functional collaboration, having a strong ability to successfully launch, build, and scale processes. Looking to continue my career in business analytics and internal customer support by ensuring ongoing process improvements and conducting research & analysis to solve business problems.
Overview
20
20
years of professional experience
Work History
Business Analyst-Commercial Organization
Sonora Quest Labs
05.2023 - 05.2025
- Created data models to support decision-making processes.
- Developed complex dashboard and reporting tools to track business performance metrics.
- Developed customized reports, summarizing and presenting data in visually appealing format.
- Collaborated with stakeholders to identify business needs and data sources.
- Generated ad-hoc reports to evaluate specific business requirements.
Consultant of Business Development
American Express
01.2017 - 05.2022
- Drive new sales from existing and prospective clients with annual revenue of $4M- $300M.
- Execute the transactional sales cycle and achieve New Sales CV targets.
- Spent significant time on prospecting, ensuring implantation of accounts, and managing new signings through the first 13-months.
- Track prospect data, ensure a coordinated and consistent client experience, and operate in alignment with compliance and internal partner business requirements.
- Arranged potential client contacts, cultivated relationships, and followed through all service needs.
- Devised business plan outlining concise and actionable targets and sales goals.
- Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
- Negotiated contracts and closed sales with new and existing clients.
Support & Escalation Analyst/Lead
American Express
06.2016 - 12.2016
- Deliver clear and personable support for entry customer service staff.
- Built and defined processes in ambiguous and nascent environment.
- Ongoing engagement with senior leadership and external clients.
New Hire Trainer & Coach
American Express
02.2016 - 06.2016
- Welcome and guide new hires through classroom and on-the-job training.
- Trained using various methods of-call modeling, mock calls, calibrations, escalated call support and live side-by sides.
- Coached through call monitoring, live Q&A, ongoing feedback, and when necessary Improvement Plans to ensure employee success upon training graduation.
Customer Advocate Research Specialist
American Express
10.2013 - 02.2016
- Audit up-sale product application and commission oversight through tracking & reporting.
- Piloted customer inbox engagement model with ongoing evaluation of program success and scale of operation.
- Responsible for extensive research cases tied to customer billings, BCA statement delivery options, and the initial process of Global License Agreements for customized setups.
Corporate Members – Customer Service
American Express
04.2012 - 09.2013
- Answer continuous inbound calls to support, guide, and de-escalate customer needs.
- Assisted with providing eligibility requirements for potential new corporate clients.
- Led stretch assignment for process improvements that impacted multiple teams and set new standards.
United States Army
US Army
09.2005 - 12.2011
- Company Overview: 82nd Airborne
- Supported in planning of combat operations during fifteen-month deployment to Afghanistan.
- Trained 200+ soldiers in the operation and employment of RAVEN and JAVLIN and revised training manual to minimize the learning curve.
- Squad leader of 9 on RSTA Team (Reconnaissance, Surveillance, and Target Acquisition.
Education
Bachelor’s - Business
University of Phoenix
Phoenix, AZ01.2021
Skills
- Sales Force Implementation
- Service Now
- Business Operations
- Data Analysis
- Market Research
- Cost-benefit analysis
- Business solutions development
- Business process improvement
- Stakeholder engagement
- Analytical thinking
- Strategic thinking
- Data analysis
Accomplishments
- Implemented Service Now integration with SalesForce
- Process Improvement - Achieved revenue objective by implementing cost-cutting measures.
- Tracked monthly sales metrics
- Reorganized and maintained corporate contracts structure and onboard DocuSign as the primary signatory process
Timeline
Business Analyst-Commercial Organization
Sonora Quest Labs
05.2023 - 05.2025
Consultant of Business Development
American Express
01.2017 - 05.2022
Support & Escalation Analyst/Lead
American Express
06.2016 - 12.2016
New Hire Trainer & Coach
American Express
02.2016 - 06.2016
Customer Advocate Research Specialist
American Express
10.2013 - 02.2016
Corporate Members – Customer Service
American Express
04.2012 - 09.2013
United States Army
US Army
09.2005 - 12.2011
Bachelor’s - Business
University of Phoenix
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