SummaryLEADERSHIP PROCESS IMPROVEMENT PROJECT MANAGEMENT BUSINESS OPERATIONS DATA ANALYSTGLOBAL CONTACT CENTER OPERATIONS ANALYST SUPERVISORVersatile, bilingual (Spanish English) leader with 17 years of experience driving sustainable growth in Payment Services Remittances, Technology Enablement, and Global Customer Services business. Accomplished International Agent Operations Analyst Supervisor and Process improvement Analyst with proven success in facilitating business growth through data analysis, project management, and research skills. Innovative and results-driven leader focused on achieving exceptional results in highly competitive and changing environments while developing, mentoring, and leading Customer Service and Analyst teams. Direct accountability to lead and conduct process improvement projects and workflow processes throughout the company and its various regions using methodologies grounded in Lean Six Sigma principles. Conducts project work to identify key issues and problems, designs performance metrics, generates solutions, and implements process changes in collaboration with process owners and organizational leaders. Outstanding problem-solving abilities, background in business, operations, IT, fulfillment, inventory, forecasting, and supply chain management. HighlightsContinuous End to End Process ImprovementsOrganizational Leadership ManagementChange Management RestructuringDatabase Segmentation, Development ReportingRevenue Profit GrowthNew Product Service DevelopmentLean Six Sigma Operations Green Belt (PMI)Fraud AML ComplianceProject Management EducationContinental Academy,Expected in Diploma -GPA Programming in Access Oracle 9i 10g SQL Programming Intro to SQL language Crystal Reports XI Dreamweaver 8,Expected in Cognos 10.4 Lean Six Sigma Green Belt (PMI) Business Analysis Requirements Discovery and Facilitation Actimize 2 Page -GPA ExperienceCentene Corporation-Data Analyst IIIBeverly,IL,10 2014-05 2015Responsible for supporting the organization s commitment to operational excellence and efficiency through the use of reporting, analytics and process improvements. I developed queries, key performance indicators for the Cash to Account, Cash to Cash, Cash to Business, Compliance, Fraud and Call Center metrics that provide the business leaders insight of how the business is performing. Responsible for ensuring the business understands the effects of new product, process, or marketing campaign launches in the environment. I evaluated the data being produced to determine if formal business process improvement (BPI) projects need to be undertaken. I partnered with the BPI team throughout the life of the project to ensure metrics and reporting is instilled in the process to drive long-term benefits to the organization and its effectiveness to fulfill objectives.Generated KPI reports for marketing to identify transactional top bottom performer trends on consumers and agents by corridors and demographic areas.Identified, researched, maintained and pursued process improvements for better tracking the Compliance and Fraud Operations reporting scorecard on OFAC, BSA, World Check and Internal Watch List.Developed, maintained queries, reports, and provided trending analysis on the Global Call Center metrics (calls per transaction, Average Speed of Answer (ASA), Customer Service Level (CSL) using available mediums for users to make decisions.Brought and implemented process improvement ideas to the BPI team for evaluation while supporting the Business Process Improvement teams in their data and reporting needs.Supported the creation of custom or standardized reporting decks for presentation of data to stakeholders.Documented detailed business and data quality reports requirements based on business rules provided by the client and translates them into technical specifications.Collaborated with the development and reporting teams through the analysis, audit, design, testing, and delivery phases to ensure that the solution design is consistent with business and reporting needs for the regulatory bodies.Researched and created reports for the states and country auditor officers on Money Transfer by products offer by the company.Cambria-International Agent Operations Analyst SupervisorBaltimore,MD,01 2006-11 2014Responsible for managing C2C and C2B operational teams for Customer Service, Dispute Resolution and Data Analytics related to domestic and international Wire Transfer and domestic Money Orders Official Check.Identified and managed departmental efficiencies, implemented change control and managed governance processes Key member of management team in setting direction for Customer Care and directly responsible for setting and executing escalated customer partner strategy.Realized 13.6M in savings through innovation and continuous process improvements.Initiated and developed an innovative revenue stream exceeding 1M in revenue.Patent applied for Systems and Methods for Directing a Money Transfer to a Receiving Party Account .Manage payments complaints and inquiries directly from vendors and customers as well as utilized database tools and analytics to identify trends, transmission defects, user acceptance test UAT new products, assess abnormal business conditions, and quantify problems.Hire, train, and develop Supervisors and support staff while responsible for all aspects of performance management accountable for ensuring that all job duties and actions are consistent with company policies and corporate values as well as strategic and operational.Primary liaison for Accounting, Customer Service and Operations Sales support for Latin American, Caribbean and South America.Develop and implement proper controls and processes to meet Sarbanes-Oxley SOX, PCI DSS, OFAC, Dodd-Frank, PAN, and SAS 70 requirements.Travelers Express Inc-International Agent Operations AnalystCity,STATE,01 2001-01 2005Liaison between the IT department, Product Management, and Global Contact Center end users while assessing business requirements and making recommendations for change.Assessed ongoing operations support, new program effectiveness, and evaluate contact center performance.Troubleshoots and resolved inquiries and requests from internal and external clients.Networked with external contacts to research and recommend best practices.Assisted in communication of best practices, policies, procedures and initiatives to support operations.Facilitated process improvement by engaging appropriate resources in issue identification and resolution.Developed and scheduled automated stress testing scripts, monitoring and report results as needed.Obtained user agreement that system changes meet the desired specifications.Responsible for maintaining department documentation in an approved format in conjunction with audit standards.Responsible for accurate and timely communication of production outages, timeline s for projects as well as moves to production.Monitored and identified transactions with transmission problems that had not been funded or over funded to Partners pertaining to Disputes and Credit Card Charge-backs.Efficaciously managed the relationship of an important account worth 5b since inception.MoneyGram Inc-Sr. Customer Relations SpecialistCity,STATE,01 1998-01 2000Responsible for resolving escalated consumer and internal partner issues related to Accounting, Field Services, New Business, Operations, and Consumer Fraud.Responded to customer inquiries, complaints, billing questions and payment extension service requests.Handled escalated calls when customers requested to speak to a supervisor.Detected, Monitored and Analyzed false positive fraud potential transactional data while enforcing compliance Government regulated transaction thresholds.Exempla Health Care - St. Joseph Hospital-Floor Tech Team LeadCity,STATE,01 1994-01 1998Responsible for the daily maintenance of floors in the facility including ancillary areas Performed environmental services functions in assigned areas following established schedules and using prescribed methods to include proper use of chemicals in accordance with facility policies and procedures and consistent with state and federal laws and regulations (OSHA, EPA, and State Health Department.).DCS Sanitation Management, Inc-Production SupervisorCity,STATE,01 1989-01 1996Responsible for managing plant sanitation services for the food processing industry programs ranging from on-site management of nightly cleaning crews to managing and maintaining USDA and OSHA documentation for internal and third party audits. SkillsAccounting, Dreamweaver 8, benefits, billing, Business Analysis, Business Process Improvement, Call Center, Cognos, Credit, Crystal Reports, client, clients, Customer Service, Customer Care, database, delivery, Directing, direction, documentation, Government, innovation, Latin, managing, marketing, Access, Money, Oracle 9, Page, PCI, performance management, policies, processes, process improvement, Product Management, Programming, quality, Receiving, reporting, research, Sales support, Sarbanes-Oxley, SAS, scripts, Six Sigma, SQL, strategy, strategic, supervisor, transmission  SEP  Life at Capgemini Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer Flexible work Healthcare including dental, vision, mental health, and well-being programs Financial well-being programs such as 401(k) and Employee Share Ownership Plan Paid time off and paid holidays Paid parental leave Family building benefits like adoption assistance, surrogacy, and cryopreservation Social well-being benefits like subsidized back-up childelder care and tutoring Mentoring, coaching and learning programs Employee Resource Groups Disaster Relief About Capgemini Engineering World leader in engineering and R D services, Capgemini Engineering combines its broad industry knowledge and cutting-edge technologies in digital and software to support the convergence of the physical and digital worlds. Coupled with the capabilities of the rest of the Group, it helps clients to accelerate their journey towards Intelligent Industry. Capgemini Engineering has more than 55,000 engineer and scientist team members in over 30 countries across sectors including Aeronautics, Space, Defence, Naval, Automotive, Rail, Infrastructure Transportation, Energy, Utilities Chemicals, Life Sciences, Communications, Semiconductor Electronics, Industrial Consumer, Software Internet. Capgemini Engineering is an integral part of the Capgemini Group, a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided every day by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fuelled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2022 global revenues of 22 billion. Get the Future You Want www.capgemini.com Capgemini discloses salary range information in compliance with state and local pay transparency obligations. The disclosed range represents the lowest to highest salary we, in good faith, believe we would pay for this role at the time of this posting, although we may ultimately pay more or less than the disclosed range and the range may be modified in the future. The disclosed range takes into account the wide range of factors that are considered in making compensation decisions including, but not limited to, geographic location, relevant education, qualifications, certifications, experience, skills, seniority, performance, sales or revenue-based metrics, and business or organizational needs. At Capgemini, it is not typical for an individual to be hired at or near the top of the range for their role. The base salary range for the tagged location is 65,200 - 138,944 yr . This role may be eligible for other compensation including variable compensation, bonus, or commission. Full-time regular employees are eligible for paid time off, medicaldentalvision insurance, 401(k), and any other benefits to eligible employees. Note No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that is allocable to a particular employee remains in the Company s sole discretion unless and until paid and may be modified at the Companys sole discretion, consistent with the law Job description We are looking for a strong Software Engineer to help one of our Enterprise Clients design, architect and write the documentation for an entire system. This person will code entire software solutions and identify and fix issues within their area of expertise. Key responsibilities Proactively create and review team contributionsParticipate as a code owner and partner with collaborators in code-reviews.Automate unit, integration, and end to end testing solutions and incorporate them with the testing lifecycle. Be able to run your code in pre-production and ensure quality.Deploy your solutions across environments and platforms, including production releases. Provide operational support of your code and all code within your domain.Teardown old solutions, products, and resources when no longer needed.Resolve issues within the team and prevent problems from occurring. Be proactive and identify, resolve, mitigate and prevent technical issues, risks, and provide solutions. Must Haves Experience with Microsoft strongly preferred4-6 years of software engineering experienceComputer Science degree or equivalent experience 3 years of experience with C , .NET core, .NET3 years of build experience5 years of experience in CICD tools (Source Control, Build, Deploy)3 years (GitHub, Jenkins, Spinnaker)3 years of experience in DevOps deployments EEOC Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identityexpression, age religion, disability, sexual orientation, genetics, veteran status, marital status, or any other characteristic protected by law. This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory, or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements andor changing the way this job is performed, provided that such accommodations do not pose an undue hardship. Click the following link for more information on your rights as an Applicant http www.capgemini.comresourcesequal-employment-opportunity-is-the-law

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