William Pisano
Peoria,AZ
Summary
Seasoned Business Analyst offering 20 years of Call Center Management success. Expert on business and systems requirements, user acceptance testing and end-user training. Accomplished at leveraging past lessons to inform future decision-making.
Overview
25
25
years of professional experience
Work History
Business Support Analyst
USAA
07.2016 - Current
- Administrator of the Aspect Outbound Dialer
- Manage daily goals and volume uploads to third party supplier LQ Digital
- Build Realtime Reporting Canvas for line of sight monitoring of Outbound Insurance Professionals
- Update and developed scripts and queries within the Aspect dialer, to keep in compliance with Telephone Consumer Protection Act
- Create and maintain user profiles within the Aspect dialer
- Outbound Call Routing Administrator, responsible for Toll Free Numbers, Re-Routes, Overflows, Caller ID and number planing
- Collaborated with stakeholders to identify business needs and data sources.
- Developed customized reports, summarizing and presenting data in visually appealing format.
- Provided technical support for troubleshooting analytics and reporting issues.
- Generated ad-hoc reports to evaluate specific business requirements.
- Experience Owner within the Risk Control Assessment, identify gaps and build controls
- Monitor and report transfers and misroutes within the Interactive Voice Response system
- SharePoint systems administrator, build and create SharePoint sites, applications, forms, and flows
Business Analyst/Dialer Management
American Express
05.2013 - 06.2016
- Realtime management of the outbound dialer and service levels for the network-wide group of call centers both internal and partner centers
- Implementation and management of dialing strategy
- Servicing the organization in a consultive role in the area of Call Center Realtime Operations
- Reporting Performance of all business units to the Business Operations management team on an intra-day basis
- Managing information flow between Operations, Short Term and Long Term Forecasting teams and Service Delivery teams to ensure service levels and outbound dialing objectives are being achieved
- Ensure all queues are staffed to cover all operating hours across the network
- Monitor call volumes across sites and queues based on realtime staffing levels across the network
- Analyzing data and assuring integrity / accuracy of operational data produced including daily updates, event logs, commentary, and all reports produced withing the department
- Communicating and managing any escalation issues that involve system issues, call routing issues, inclement weather issues and other center impacting issues to all site operation management teams, and management teams with our partner centers
- Acting as liaison between the sites, forecasting teams and technologies team relative to call flow, call routing, CMS monitoring and other related issues
Business Analyst / Fraud Operations
American Express
01.2010 - 05.2013
- Select to build the infrastructure of the Fraud Operations Desk through vast knowledge of working the Credit Operations Desk
- Support multiple functions across sites and wide variety of realtime management for Fraud Operations
- Activities include; statistical reporting, agent adherence / availability
- Outbound campaign fulfillment
- Workforce staffing assessment, technical issues mitigation and reporting
- Large scale project initiatives and support of overall business strategy
- Analyze contact data and provide recommendations to ensure operational goals are met and recommend / execute actions to mitigate probable servicing impacts
- Act as subject matter expert for supporting operational processes that include primary support of reporting initiatives and automation, mass scheduling, ID and system access management, project management business contingency model and space / asset management
Business Analyst / Credit Operations
American Express
03.1999 - 06.2010
- Support multiple functions across sites and wide variety of realtime management for Credit Operations
- Mass trouble shooting of Credit Servicing Platform
- Responsible for; statistical reporting, agent adherence / availability
- DAVOX outbound dialer management
- Workforce staffing assessment, technical issues mitigation and reporting
- Large scale project initiatives and support of overall business strategy
- Act as subject matter expert for supporting operational process that includes primary support of reporting and automation. mass scheduling, ID and system access management, project management and business contingency
Education
No Degree - Business Administration
Maricopa Community Colleges - Rio Salado Community College
Tempe, AZNo Degree - General College Academics
Glendale Community College
Glendale, AZHigh School Diploma -
Agua Fria High School
Avondale, AZ05.1996
Skills
- 20 years experience working in call and contact center / call center management
- Excellent knowledge of multiple Outbound Dialing systems including (Genesis, OCM Gold, DAVOX and Aspect)
- Excellent knowledge of Avaya Centre Vu and Avaya CMS
- Excellent knowledge of Aspect Unified Command and Control
- Excellent knowledge of Cisco Unified Intelligent Center
- SAFE Agile Certified
- Excellent knowledge of Risk Control Self Assessment
- Experience Owner for Risk Control Self Assessment
- Strong multi-tasking skills, strong experience working in a collaborative team environment
- Strong Call Center dynamics, staffing, call routing, call allocation, queue management and workforce management
- Strong ability to analyze trends and ability to think creatively and develop new solutions
- Excellent knowledge of SharePoint 365
- Excellent Microsoft Excel, Power Point skills
Timeline
Business Support Analyst
USAA
07.2016 - Current
Business Analyst/Dialer Management
American Express
05.2013 - 06.2016
Business Analyst / Fraud Operations
American Express
01.2010 - 05.2013
Business Analyst / Credit Operations
American Express
03.1999 - 06.2010
No Degree - Business Administration
Maricopa Community Colleges - Rio Salado Community College
No Degree - General College Academics
Glendale Community College
High School Diploma -
Agua Fria High School
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