VIOLET ANIBABA
Essex,Maryland
Summary
Rational Analyst with 7 years of experience in managing projects with a high attention to detail and enhancing operations for organizations through information systems solutions. Proven track record of transforming specific business goals related to growth and efficiency improvements into new system designs. Knowledgeable innovator known for recommending new technologies to enhance existing systems and introduce new systems.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Workforce Real Time Analyst
TCC, LLC
01.2018 - 08.2023
- Created Tableau visualizations using pivot table, graph and other visualization format to Analyze trends.
- Negotiated and closed affiliate and Customer contracts.
- Oversee productivity at TCC. Assess, analyze, and report on employee productivity at individual, departmental, and institutional levels.
- Analyzed Affiliates performance and recommend Trainings to increase production handle rate, promote marketing best practices, and optimize training financing programs
- Provided historical reporting compilation as required by management to determine how best to utilize productivity and skills of each employee using techniques and theories of workforce management (WFM).
- Tracked labor time using daily, weekly, and monthly measurements.
- Keen attention to detail and communication and problem-solving skills. Forecast staffing needs. Assist with scheduling and process time-off requests.
- Reviewed affiliates and agents performance and report on impact of specific programs and trainings to internal and external stakeholders.
- Provided updates on efficiency to company stakeholders.
- Monitor agent schedule adherence using real-time adherence software and call out non-adherent events.
- Coordinate with supervisors and program owners on same campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data.
- Worked closely with Operations Management and Product Owners to assist in enforcing schedule adherence and call time threshold guidelines for campaign.
- Informed Operations management so decisions can be made regarding OT, VTO, and off-phone activities with up-to-the-minute daily statistics.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Created training materials for new employees to provide information about attendance guidelines.
- Produced and updated documents, reports, and tracking spreadsheets using Pivot table on Microsoft Excel, Jira, RingCentral and Five9.
Fraud/ Non-Fraud Analyst
Bank Of America
01.2016 - 01.2017
- Consider subject matter expert on multiple claims types and make complex decisions based on judgment and research
- Assists with questions or issues regarding potential claims related activity.
- Assists customers with filing fraud and non-fraud claims.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Evaluated customer data to identify and prevent fraudulent activities.
- Worked with third-party vendors to access and analyze data and systems.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Reviewed transactions and receipts to identify any suspicious activity.
- Managed 50 customer calls per day
Customer Solutions Specialist
TCC, LLC MARYLAND
01.2014 - 01.2016
- Articulating product benefits and creating solutions that provide value to clients.
- Manage portfolio of accounts across variety of affiliates to encourage long-term relationships with clients
- Team lead within years of employment and report team statistics. Substitute supervisor of over 200 agents
- Managed contract renewals, locked in subscriptions and updated pricing
- Learned and followed customer service policies and procedures to meet organizational and industry standards.
- Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
- Identified and reported trends in customer complaints to improve products and prevent future complaints.
- Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Collaborated with other departments to meet customer needs and gained feedback to incorporate into sales strategy.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Up-sold and cross-sold products and services by promoting additional options to increase sales and revenue.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Developed and updated databases to handle customer data.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promptly responded to inquiries and requests from prospective customers.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Office Assistant
Morgan Satate University
10.2011 - 12.2012
- Completed clerical tasks such as filing, copying, and distributing mail.
- Interacted with students and visitors by phone, email, or in-person to provide information.
- Delivered clerical support by handling range of routine and special requirements.
- Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
- Managed daily data entry and kept clerical information accurate and up-to-date.
- Scheduled and coordinated travel arrangements for office staff members.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
Administrative Assistant
BUDGET AND PLANNING MORGAN STATE UNIVERSITY
01.2010 - 01.2011
- Submitted employee payroll documentation weekly to avoid errors and kept employees paid accurately and on time.
- Organized events and meetings to maximize capacity and keep event venues running smoothly.
- Created purchase orders and tracked invoices to avoid missed or delayed shipments.
- Managed daily data entry and kept clerical information accurate and up-to-date.
- Assisted with budgeting and financial management to keep office operating within budget.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Edited and proofread documents for accuracy and completeness.
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
- Monitored and tracked budgets and expenses.
- Purchased and maintained office supplies.
- Utilized office management software to record and track customer information.
- Supported staff on special assignments and ad hoc projects.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Increased sales by %10
Sales Associate
Macy's
12.2009 - 08.2010
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Prepared merchandise for sales floor by pricing or tagging.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Answered customer questions about sizing, accessories, and merchandise care.
- Solved customer challenges by offering relevant products and services.
Education
Bachelor of Science - Broadcast & Integrated Media Production
Morgan State University
Baltimore, MarylandLiberty Tax School
Baltimore, MarylandSkills
- Analytical
- Business Forecasting
- Data Analysis
- KPI Monitoring
- Managing Relationship
- Resolving Issues
- Data Collection
- Research
- Attention to Detail
- Interpersonal Communication
- Records Maintenance
- Compiling Data
- Analyzing Patterns
- Report Writing
- Verbal Communication
Additional Information
- Excellent verbal and written communication skills
- Proficient in CRM software (e.g., Salesforce, Zendesk)
- Proficient in Microsoft Office Suit, Jira, RingCentral, Five9, Tableau, SQL queries
- Strong problem-solving and conflict resolution abilities
- Ability to multitask and work efficiently in a fast-paced environment
- Empathetic and patient demeanor when handling customer inquiries
- Fluent in Yoruba and Igbo
Certification
- Structured Query Language(SQL) Bootcamp - 6 Months
- Fundamental of Visualization with Tableau - 1 Year
Timeline
Workforce Real Time Analyst
TCC, LLC
01.2018 - 08.2023
Fraud/ Non-Fraud Analyst
Bank Of America
01.2016 - 01.2017
Customer Solutions Specialist
TCC, LLC MARYLAND
01.2014 - 01.2016
Office Assistant
Morgan Satate University
10.2011 - 12.2012
Administrative Assistant
BUDGET AND PLANNING MORGAN STATE UNIVERSITY
01.2010 - 01.2011
Sales Associate
Macy's
12.2009 - 08.2010
Bachelor of Science - Broadcast & Integrated Media Production
Morgan State University
Liberty Tax School
- Structured Query Language(SQL) Bootcamp - 6 Months
- Fundamental of Visualization with Tableau - 1 Year
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