Workflow Analyst Resume Samples

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A Cormier

Alberto

Cormier

638 Marcos Shore

San Francisco

+1 (555) 198 1290

638 Marcos Shore

San Francisco

Phone

p +1 (555) 198 1290

Experience Experience

Detroit, MI

Workflow Analyst

Detroit, MI

McLaughlin, Morar and Fay

Detroit, MI

Workflow Analyst

Developing and documenting field communication content, working with L&D to update previously developed training tools or creating new tools when necessary
Conducting UAT testing of proprietary applications and providing workflow and procedural materials according to established deadline
Own the management of capacity to maintain and improve productivity and occupancy levels of the network
Work with the finance team to provide month end data
Work closely with third parties to understand performance of all contact medium, letters, calls, TTS and email contacts
Maintains accurate local workforce management data
Review previous 12 weeks performance & expected 12 weeks performance across each business area

Los Angeles, CA

Csna Workflow Analyst

Los Angeles, CA

Reinger LLC

Los Angeles, CA

Csna Workflow Analyst

Develops /maintains a series of workflow related trackers that drive day to day site-wide production efficiency (PTL, Shrinkage, OT/VTO fill rates
Works very closely with CPA and GCC teams from Worldwide Capacity Planning to ensure daily service levels in all Operational Units
Manages planned shrinkage to protect SL goals
Innovative and creative in finding solutions/ designing improved methods, systems and processes
Reviews schedule request scenarios and provides leadership with impact analysis and recommendations
Enthusiasm for continuous improvement and change
Identifies and mitigates emerging risks and assists in potential plans for service level protection/recovery

present

Philadelphia, PA

Senior Workflow Analyst

Philadelphia, PA

West, Stroman and DuBuque

present

Philadelphia, PA

Senior Workflow Analyst

present

Running “what-if” scenarios for contact center staffing and make proper use of statistical tools
Provides the optimal workflow and capacity planning solutions for the upcoming initiatives and new service launches at that site
Own the stakeholder relationship with Audible International Vendor Managers and with the wider team to develop a global standard operating process for Capacity Planning
Assist the CSSM team (Amazon in-house Workforce Management & Scheduling system) in their development of new set of self-service tools that will allow users to serve directly onto CSSM, reducing time and effort and removing the double handling of information and tasks
Manage the development of global standards for Audible Global Capacity Planning ensuring that all changes successfully inter-operate with existing operational processes
Be actively engaged with our queue and routing mechanisms to make proactive changes for long term trends, as well as real time adjustments for events that occur
Lead and participate in global customer service projects and initiatives. S/he will own providing optimal CS solutions for upcoming initiatives

Education Education

Bachelor’s Degree in Business

Carnegie Mellon University

Bachelor’s Degree in Business

Skills Skills

Desirable to have ability with tools such as Access, Excel, SQL
Strong client presence, ability to establish and build credibility with all user types
Knowledge of project planning techniques (Microsoft Project knowledge useful)
Ability to make independent, sound decisions that affect the experience of thousands of Amazon customers and hundreds of CS associates all over the globe
Strong written and verbal communication skills
The ability to facilitate group discussions, build consensus, and drive to solutions
Ability to solve for both service level and productivity concerns with the challenges of minute-to-minute change
Ability to easily deal with ambiguity
Expert knowledge of the Bloomberg Terminal
Time Management - Ability to manage several simultaneous work streams concurrently

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Workflow Analyst Resume Examples & Samples

Facilitation: Lead requirement gathering sessions with clients, developers, and product managers
Solution design: Determine optimal workflows based on client needs and AIM best practices
Requirements: Synthesize information discovered in group sessions, individual interviews and existing documentation to produce a cogent set of requirements which defines the problem to be solved and the suggested solution
Project Planning: Work with the various constituents on the project team to structure, estimate, and schedule projects
Project Management: Lead project management efforts including regular status meetings, communication, issue identification and escalation utilizing the process that has been established for our Premium Accounts
Familiarity with Buy-Side workflows (Front and Middle Office)
Strong client presence, ability to establish and build credibility with all user types
The ability to facilitate group discussions, build consensus, and drive to solutions
Capacity to explain complex problems in an understandable way
Knowledge of project planning techniques (Microsoft Project knowledge useful)
General understand of technology architectures and integration technologies
Understanding of Bloomberg AIM (system capabilities and best practices)
Expert knowledge of the Bloomberg Terminal
Time Management - Ability to manage several simultaneous work streams concurrently

Workflow Analyst Resume Examples & Samples

Support and assist operational areas in managing the flow of work across teams
Collaborating with Operations Managers and functions, including negotiation for the deployment of resource for back office work - ensuring KPI’s are delivered, and stock levels are managed and monitored on a daily basis
Maximising performance and identifying and sharing information relating to operational performance and KPI delivery - ensuring any variations to planning assumptions are highlighted, and where required, escalated
Maximising performance through workflow system analysis and sharing insight and analysis with operations stakeholders and fellow planners
Identify opportunities to improve customer experience and reduce overall volumes in the business units, such as reducing transfers between departments and reducing stock
Proactively challenge the status quo and be capable of establishing, through negotiation and rational articulation of logic, a change in existing processes and internal delivery from other functions and departments

Senior Digital Workflow Analyst Resume Examples & Samples

Responsibilities: o Set and own overall workflow management processes + Align Workflow Management processes with planning, development, and production systems & tools ecosystem + Account for reusability, interoperability and accessibility within the workflow + Account for taxonomy and metadata standards and policy + Align standards in the workflow with PAN Pearson standards and policies o Identify, prioritize, and synthesize workflow management improvements coordinated with applicable system/tools requirements o Help create/implement asset lifecycle mgmt states, structure and processes o Participate and lead in UAT and Acceptance Testing of Workflows, System and Tools o Create and maintain workflow documentation and training plans + Provide foundation workflow process documentation + Help support new process documentation creation where new requirements have been introduced/approved + Maintain workflow documentation, making it accessible and useful to School staff and applicable Partners and/or Vendors + Work with PMO and Change Management resources to make sure process documentation has been properly communicated to all applicable resources + Work with Workflow Management Leads and GCS to ensure that acceptance and training plans are in place o Resolve any new gaps/issues identified in workflow when program is in development + Help communicate resolutions for specific programs as applicable to other programs underway utilizing same workflow + Incorporate applicable resolutions into foundation documentation + Monitor where content is located, resolve issues + Perform periodic audits on compliance to workflows, or any issues that would illustrate the need for an evolution in foundational workflows o Contributes information to budgets and forecasts, as requested, for staff salary and opex budgets o Has significant impact on efficiency in product development, with over $100M of plant spending impacted indirectly
5-7+ years of electronic book production experience and/or multimedia development
Experience with supporting development teams in the implementation of new content management approaches, tools and standards
Strong knowledge of publishing content development life cycle and workflow (especially digital)
Demonstrated ability to work effectively in complex organization structures; with technology and content development organizations; ability to communicate to both nontechnical and technical stakeholders
Experience with content/data transformation
Experience in implementing XML and automated workflows, web authoring platforms, content management systems in a publishing environment
Understanding of XML standards such as DITA, EPUB, QTI, XLIFF and RSS
Understanding of various web-based presentation/interactive technologies including Flash, JavaScript, CSS, HTML, SQL, Java and .NET
Understanding of commonly used publishing applications (e.g. Adobe CS, Flash), systems and databases
Ability to learn new technology and tools
Experience with analyzing creative, functional, technical and testing documentation
Ability to understand business needs as applied to content management best practices
Ability to work through problems and negotiate pragmatic workable solutions
High level of initiative with the ability to work independently, along with demonstrated dependability
Strong verbal and communication skills as well as leadership, strength in interpersonal awareness, impact and influence, and cross-group collaboration
Advanced analytical and trouble-shooting skills
A passion for excellence, quality, and innovation
Ability to handle a high volume of work in a short period of time, handle multiple priorities simultaneously and operate in a demanding work environment is important

Workflow Analyst Resume Examples & Samples

Identify operational priorities and execute work to benefit assigned sites by completing tasks, coordinating resources
Own the relationship between the Technology Division, Product Division, Strategy Division, Content Division, and your markets, providing a liaison, escalation, and supplemental communication function to and from the overall organization on operational issues, including but not limited to deployments and releases, upcoming features, long-awaited fixes, and service interruptions
Represent the needs of your markets during prioritization of back-logged tickets to align efforts against operational and strategic needs
Conduct regularly scheduled discussions with staff from your markets to proactively seek out issues not being reported and context for known problems
Work with product and operations teams to provide operational-focused input to the strategic roadmap
Work with the Director of Market Engagement to define policy, refine and implement execution plans for the Market Engagement Team
Familiarity with one or more modern Content Management Systems
Understanding of newsroom processes and roles
Working knowledge of HTML, CSS, and JavaScript
Experience doing custom configuration of WordPress or similar
Experience with account management and/or customer support

Participations Statement & Workflow Analyst Resume Examples & Samples

Recurring Statement Preparation
Create Ariba payment requests, vendor set-ups, and vendor maintenance
Trouble-shoot payment issues within Ariba, A/P, and P/R
A Bachelor's degree is required, relevant experience will be considered in lieu of a degree
Must have a minimum of one years experience in participation reporting within the entertainment industry
Ability to critically and thoroughly analyze deal terms and extrapolate essential information from contract language and translate it for use in recurring statement preparation
Analyze current and historical data to verify that reporting is in accordance with contractual agreements
Identify and implement process improvements and innovative ideas
Efficiently work toward and consistently meet deadlines

Workflow Analyst Resume Examples & Samples

This role requires a dynamic person who has the ability to adapt to changes in the day to day flow of collections activity
Attention to detail, accuracy, analytical skills and the ability to work under pressure as daily call driver situations change
Create and manage customer contact campaigns including both inbound and outbound contact campaigns
Manage the two way flow of data and analyse to understand performance to drive the maximum customer contact
Work closely with third parties to understand performance of all contact medium, letters, calls, TTS and email contacts
Produce placement files for third party debt collection agencies, manage the transfer of update files for closures, queries and payments. Analysing responses to maximize placement strategy
Weekly and monthly reporting to understand DCA performance and benchmark across all DCA partners for both primary and secondary debt placement
Produce forecasts for placement, w/o and ultimately debt sale
Produce disconnection files in line with company policy
Work with the finance team to provide month end data
Experience operating in a workflow/collections environment
Analytical, detailed orientated individual with a head for data
Ability to understand the sources of and drivers for the data and provide meaningful insight to stakeholders
Experience working with 3rd party partners
Collaborative approach with a passion for process improvement
Passion for understanding the needs of your customer and delivering their requirements
Desirable to have ability with tools such as Access, Excel, SQL

Workflow Analyst Resume Examples & Samples

Re/un-blending and skill modification of individual associates
Coordinating various cross-training opportunities
Monitors real-time performance, adjusts off-line activities and provides guidance to leadership to ensure a consistent customer experience
Driving special projects designed to maximize efficiency and increase production and quality
Must be in good standing with an exemplary attendance and time keeping pattern
Must be consistently meeting performance targets in current position
Experience in scheduling, planning or other components of managing and planning workflow capacity within the Amazon Organization
Demonstrated ability to push back, foresee potential issues, and advocate relentlessly for improvement
Demonstrated ability to navigate ambiguity
Ability to communicate effectively in English (verbally and written)
Understanding of Kindle’s Content Risk Management workflows
Previous experience working on Kindle’s Content Risk Management team

Workflow Analyst Resume Examples & Samples

Build short term forecasting models
Understand call center basics (occupancy, productive to labor (PTL), shrinkage, attrition, etc.)
Educate site population on WF practices
Maintain close communication with QI teams and Program Management Teams
Accountable to ensure site staffing levels are maintained
Proactively react and/or escalate any blockers or risks to meeting staffing/service levels
Maintain and analyze all WF reporting
Own the management of capacity to maintain and improve productivity and occupancy levels of the network
Tactically manage day to day workflow needs in real time
Maintain site shrinkage reporting
Builds and maintains strong relationships with key stakeholders to ensure shared objectives are met
Maintain physical site capacity and floor planning
Able to execute and own projects to completion
Able to work in a Multiple Site, Multiple Time zone environment
Comfort/experience communicating and influencing across job levels with both internal and external partners
Must have completed NQF Level 4 or equivalent Qualification
1 year experience in scheduling, planning or other components of managing and planning workflow capacity within the Amazon Organization or experience in a leadership role in Amazon or experience in a leadership role
Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement
Ability to solve for both service level and productivity concerns with the challenges of minute-to-minute change

Workflow Analyst Resume Examples & Samples

Understand Technical Details of FC Systems
Ability to grasp the operational concepts of flow settings for FC picking systems that include flow pick and batchy pick paths for multiple FCs with different volume and demand patterns
Ability to track and report system performance through various equipment performance monitoring software platforms
Help AFT team to Develop Automated Flow tools
Strong communications skills – able to express key messages and interact with different customers within the FC individually and with groups via remote methods such as telephone, e-mail and instant message platforms
Demonstrates problem solving skills and analytical skills, can analyze numerical data points, work with data to assess situations and take appropriate action
Detail oriented: accuracy is essential
Bachelor’s Degree would be advantageous
Ability to demonstrate working well in a team environment remotely and at an advisory level
Computer knowledge and preferably SQL code language

Workflow Analyst Resume Examples & Samples

Planning and Organising: evaluates priorities and priorities appropriately; resolves conflict and communicates intentions clearly; delivers to time and need
Strong technical skills in MS Excel, Outlook, Word, Powerpoint, Internet, Intranet is essential
Demonstrated ability to work in a cross-functional environment
Demonstrates effective communication and public speaking skills, composure under pressure and professional attitude
Strong technical skills: minimum of basic skills in MS Excel, Outlook, Word, Powerpoint, Internet, Intranet

Senior Workflow Analyst Resume Examples & Samples

Manage the development of global standards for Audible Global Capacity Planning ensuring that all changes successfully inter-operate with existing operational processes
Work as part of a wider global team ensuring that Audible is effectively represented and that Audible led initiatives and service improvements are integrated into the aligned global standard
Own the stakeholder relationship with Audible International Vendor Managers and with the wider team to develop a global standard operating process for Capacity Planning
Assist the CSSM team (Amazon in-house Workforce Management & Scheduling system) in their development of new set of self-service tools that will allow users to serve directly onto CSSM, reducing time and effort and removing the double handling of information and tasks
Running “what-if” scenarios for contact center staffing and make proper use of statistical tools
Manage and drive change through effective use of clearly defined delivery plan, ensuring stakeholders receive regular updates
Lead and participate in global customer service projects and initiatives. S/he will own providing optimal CS solutions for upcoming initiatives
Be able to work as a significant and influential individual contributor
Proactively identify service improvement opportunities and ensure continuous improvement within Capacity Planning across strategic and tactical forecasting, advisor scheduling, metric reporting and real-time delivery
Work closely with the Audible GCC (Global Command Center) team and ensure intraday KPI’S (SL, ASA, ABN, and AHT) are met
3+ years of successful experience within CS Operations or Operations Support team with demonstrated progressively increasing responsibility, and 2+ years’ experience managing workflow systems in a complex, multi-channel/site/skill contact center
Have experience in working on large scale delivery programs and projects
Demonstrate the ability to deconstruct complex processes down to their constituent parts and re-build and unify to an agreed standard operating model
Be an effective self-starter, comfortable working as either an individual contributor or as part of a specialist team
A proven track record building and analyzing models using various statistical tools for forecasting and scheduling optimization
Demonstrated success using, improving and deploying Workforce Management (WFM) processes & systems
Advanced knowledge of Excel, strong presentation skills
Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment
Demonstrated ability to meet tight deadlines and prioritize workloads
Exceptional influencing, stakeholder management and leadership skills
Thrives in a fast-paced, multi-tasked, high-energy environment with unrelenting passion for excellent customer service
Excellent speaking-listening-writing skills, attention to details, proactive self-starter
Bachelor’s Degree in a quantitative field (engineering, economics, math, statistics) or degree in a related field (i.e., Business Management)
MBA or Master’s degree in a related field preferred
Deep analytical experience in Customer Service or Operations including working knowledge of Six Sigma tools, Lean techniques , and SQL
Operations Research or Capacity Planning experience of chat, phone, and email strongly preferred

Csna Workflow Analyst Resume Examples & Samples

Ensuring daily service levels in all Operational Units
Identifying workflow headcount deficiencies and overages thus driving overtime hours and Voluntary Time Off as needed
Ability to deal with ambiguity easily, solve for both service level problems and the challenges of minute-to-minute change will be necessary
Excellent analytical and mathematical skills
Bachelor’s Degree in a quantitative field (engineering, economics, math, statistics) or at least 3 years of relevant work experience
2 years experience in call center workforce planning
Knowledge of SQL, VBA, or other programming languages
Ability to create and maintain forecast models for large scale operations

Enterprise Workflow Analyst Resume Examples & Samples

Performs engineering, implementation, configuration, operations and sustainment of standardized EM tools and services
Assist with drafting and coordinating ESC governance and guidance documentation
Help implement training and participates in continuous process improvement activities through the enhanced implementations
11-13 years w/High School Diploma
02-04 years w/Masters Degree

Workflow Analyst Resume Examples & Samples

Bachelor’s degree (in business or a related field is preferred)
5 years minimum experience in an operational capacity planning environment
High level of computer literacy with advanced Excel
Experience managing workflow systems within a large team
Experience using data and analysis to report on and improve processes and operations
Ability to work autonomously or with various stakeholders to reach agreeable solutions for attaining company goals
Authorized to work in the U.S. without sponsorship
Analytical experience in either quality assurance or customer service operations is preferred
Experience with scheduling across various global locales and time zones is preferred
Knowledge of Six Sigma/Lean Processes
SQL skills

Workflow Analyst Resume Examples & Samples

Bachelor’s degree or equivalent expierence
3+ years of Call Centre or similar experience related to a solid understanding of production environment metrics (such as Forecasting, AHT, Shrinkage, and FTE’s)
Ability to deep dive, conduct root cause analysis and implement corrective actions
Experience exercising strong oral, written, listening and interpersonal skills
Excellent customer focus and bias for action
Prior experience in data mining and analysis in any industry
Prior Workflow experience in a contact center in any environment

Workflow Analyst Resume Examples & Samples

The Workflow Analyst’s primary responsibility is to ensure daily service levels in all Operational Units by working closely with Worldwide Capacity Planning, local site leadership, and other sites’ leadership teams. This includes but is not limited to identifying and mitigating emerging risks and assisting in potential plans for service level recovery
The Workflow Analyst also owns a variety of tasks, including managing GACD profiles of individual associates, as well as alerting individual team leadership of outliers in auxing and other variances
Other primary duties include coordinating site staffing needs, including the reporting and analysis of site head count numbers per Operational Unit, coordinating various cross-training opportunities, placement of new hire associates, and managing network and site-wide shift bid processes
Workflow must work closely with the site ACES teams to ensure we reach our Kaizen participation goals by utilizing network capacity and overstaffing
Workflow is a key driver in reducing the need for overtime hours via proper shift alignment and accurate interval and daily call volume allocation. Workflow is also a key driver in reducing cost and increasing associate utilization by offering Voluntary Time Off (VTO) and/or increasing call volume
Workflow Analysts are responsible to make adjustments to call volume proactively based on forecasted volume and real time adjustments based on actual call volume. These responsibilities are important to ensure that service level goals are achieved and, most importantly, that our customers receive the best experience possible
Accountable to ensure site staffing levels are maintained per WWCP direction
BA or BS degree in business or a related field is preferred
Previous experience in scheduling, planning or other components of managing and planning workflow capacity
Ability to communicate effectively in German (verbally and written) would be an advantage but not a pre-requisite for the role

EU CS Local Workflow Analyst Resume Examples & Samples

Primary local administrator of the EU workflow tools including the ACD system
Monitor adherence to AHT (Average Handling Time) and CSA productivity and escalate any areas for development or recognition
Leads regular local workflow meetings with Operations team
Communicates and interfaces effectively with Operations and Support functions to provide internal customers with information/data needs in a timely manner
Evaluates and implements opportunities for improving workflow processes and automation of processes. Works in partnership with the EU and business wide Capacity Planning team to build strong relationships and drive process improvement and consistency
Ability to provide sound advice and effective communications, creating and delivering the right messages to the right audiences in the right way at the right time
Strong bias for action and ability to prioritise with a hands-on attitude
Innovative and creative in finding solutions/ designing improved methods, systems and processes
Attention to detail and high capability for data mining and analytical work

Workflow Analyst Resume Examples & Samples

Production of monthly capacity plans for UK Fraud business areas, including volume driver (i.e. transactions or accounts), calls, AHT & FTE forecasts
Review previous 12 weeks performance & expected 12 weeks performance across each business area
Completion of impact assessments to provide clarity and guide the business through change and letter campaigns
Be the gatekeeper for employee structure and FTE planning, ensuring that accuracy is maintained at all times
Trend analysis to optimise phasing profiles and maximise forecast accuracy

Senior Workflow Analyst Resume Examples & Samples

Supports the site management team by optimizing the staffing requirements that fit site’s needs
Be actively engaged with our queue and routing mechanisms to make proactive changes for long term trends, as well as real time adjustments for events that occur
Creates daily level capacity plan for a site and resolves the differences of this plan to the monthly plan provided by the global capacity planning team
Mitigates capacity risks of that site by managing dependencies across multiple operating units. Clearly communicate dependencies to the site lead and manage/track exceptions
Coordinates with local site operations and the global capacity planning team to analyze historical data and forecast demand for that site
Manages the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators (e.g., service level)
Builds a strong relationship with the site operations team to ensure proper execution of the capacity plan as well as provides general education regarding to the best workflow management practices
Provides the optimal workflow and capacity planning solutions for the upcoming initiatives and new service launches at that site
3+ years of experience in customer support operations
3+ years’ experience in analysis or workflow management
Bachelor’s Degree in a quantitative field (engineering, economics, math, and statistics), business or equivalent
Ability to build and leverage relationships with senior leadership to effectively drive change on major, complex and long lasting initiatives
Experience building and analyzing models using various statistical tools for forecasting and optimization
Ability to communicate effective in English (verbally and written)
Database related experience and be able to write complex SQL queries
Previous experience owning the scheduling of engineersgents in a customer support environment
Basic/Working knowledge of Six Sigma tools and Lean techniques
Operations Research or Capacity Planning experience is strongly preferred

Csna Workflow Analyst Resume Examples & Samples

Works very closely with CPA and GCC teams from Worldwide Capacity Planning to ensure daily service levels in all Operational Units
Identifies and mitigates emerging risks and assists in potential plans for service level protection/recovery
Accountable of time and quality delivery of the Production Hours/Commitments process for the site
Makes call outs and request actions to OPS to lever staffing needs (ie: OT, swaps, schedule changes, VTO) based on forecasted volume
Manages planned shrinkage to protect SL goals
Coordinates site staffing needs, including the reporting and analysis of site head count numbers per Operational Unit
Coordinates various cross-training opportunities
Schedule placement of new hire associates
High level of computer literacy with advanced Excel skills
Ability to build and maintain effective working relationships with a range of people at all levels in the organization, often in virtual teams spread across multiple time zones
Excellent planning, organizational and time management skills with the ability to deal with multiple demands on time
Strong teamwork skills in conjunction with utilizing your own initiative
1+ years of Workforce Management experience in a call center environment is preferred
Understanding of workforce management programs and ACD (Automated Call Distribution) systems is preferable

Product Workflow Analyst Resume Examples & Samples

Project manages new item execution as it relates to the business processes (Ideation to Creation) involved in the creation of new materials and change to existing materials
Track progress for every project through the workflow process with special focus in assigned categories. Provide workflow status updates to organization. Partner with key stakeholders on delays, bottlenecks and resource constraints
Ensure consistency in material master creation when using “like” items
Validate change requests and begin the routing in the Product Lifecycle Management (PLM) system
Maintain accurate resource routings in PLM system
Provide recommendations for future SKU rationalization
Train new users on create and change material change management process as part of the onboarding process as it relates to the PLM system and business process. Provide annual refresher training to larger audience
Assist with change management process improvement projects and identify new areas of opportunity
Co-lead weekly product meetings with marketing organization
Act as product expert for selected categories. Solid understanding of manufacturing/procurement process, key stakeholders and future business plans
Act as project lead for operational footprint changes
Present monthly KPI’s to segment management team
Experience with a PLM system or change management system (Windchill experience a plus)
Experience with manufacturing in the consumer goods industry
Strong interpersonal skills with the ability to influence others at all levels
Ability to prioritize workload and meet project deadlines

DTS Workflow Analyst Resume Examples & Samples

Reviews schedule request scenarios and provides leadership with impact analysis and recommendations
Proactively plans to protect PTL/NPT allowance
Develops /maintains a series of workflow related trackers that drive day to day site-wide production efficiency (PTL, Shrinkage, OT/VTO fill rates
Drives special projects designed to maximize efficiency and increase production and quality
Bachelor’s Degree or advanced studies in a quantitative field (engineering, economics, math, and statistics)
Excellent analytical, investigative and problem solving skills
Strong bias for action and ability to priorities with a hands-on attitude
Enthusiasm for continuous improvement and change
Ability to push back, foresee potential issues, and advocate for relentless improvement
Advanced knowledge in Access or other database
SQL experience preferable
Six Sigma experience as Green Belt or experience on process improvement and standardization

Workflow Analyst Resume Examples & Samples

Communicates daily with Real Time Analysts (RTA), Capacity Planning Manager (CPM) and Local Operations teams regarding schedules. This includes but is not limited to discussing scheduling shortages, shift changes, and soliciting overtime to fill scheduling shortfalls. Makes recommendations to change shifts to improve service levels
Monitoring actual staffing levels against plan, co-ordinating with the EU CS RTAs and CPMs and taking the relevant corrective actions as required
Analyzing and reporting on deviations to the short term plan for the assigned site
Communicate and support the fulfillment of VACA, VTO and OT for assigned site
Ensure accurate recording and reporting of shrinkage (Sickness, VTO, Overtime and Holidays) in the Workflow Tool
Maintain CSA skills matrix for assigned site
Ensures the EU CS WF team service levels (EU WF inbox and tickets) are delivered
High level of computer literacy with advanced Excel skills. SQL experience preferable but not essential
Excellent planning, organisational and time management skills with the ability to deal with multiple demands on time
Previous workflow and workforce management experience

Workflow Analyst Resume Examples & Samples

Writing, updating and documenting of workflows as a result of system/product changes, new system or products and strategic initiatives, or as a result of specific branch requests for all assigned Lines of Business
Developing and documenting branch staff impact relative to the above
Clearly articulating field impact, in order to ensure the most efficient process is built to support business work efforts
Eliciting business requirements through multiple processes to identify/define the business need, evaluate requirements and desired outcomes, analyze gaps between current and future state, and recommend solutions
Facilitating the translation of business needs into complete, precise, unambiguous, measurable, and traceable business requirements
Conducting requirements walkthrough, inspection, and approval sessions
Reading and analyzing business requirements documentation for potential process changes; and for translating these requirements into workflow, role/responsibility and/or procedural changes
Acting as SME to related ETS and Product Management areas in the development of business requirements regarding process/workflow design components
Developing and documenting field communication content, working with L&D to update previously developed training tools or creating new tools when necessary
Analyzing and resolving escalated branch problems, coordinating associated activity through appropriate functional areas, and providing the branch with timely resolution
Conducting UAT testing of proprietary applications and providing workflow and procedural materials according to established deadline
Collaborating with developers and SMEs by establishing the technical vision, analyzing tradeoffs between usability and performance needs, and gathering information to meet requests
Developing test plans and use cases, and overseeing assigned testing efforts
Identifying and implementing continuous improvement initiatives by assessing alignment of current processes, programs, and systems to business requirements and recognizing opportunities for standardization, increased efficiency, cost reduction, increased quality, and improved user experience
Minimum 5-10 years Insurance Operations experience or equivalent experience required
Strong knowledge of multiple commercial insurance products, transaction processing flow, and systems functionality
3-5 years previous work experience with a commercial Property and Casualty Insurance carrier or agency is highly desirable
Experience and demonstrated skill in designing and documenting processes and workflows and in developing communications and training materials
Strong interpersonal and collaboration skills with the ability to achieve results within and across diverse organizational units and disciplines
Good negotiation skills with ability to influence the priorities and actions of other people and departments
Ability to multitask many projects and responsibilities to ensure progress is being to meet the business needs
Demonstrate familiarity with needs analysis, best practices procedures, requirements management methodology and active listening
Proficiency with MS Office Suite, MS Project or equivalent Project Management tools
Experience with industry standard policy administration systems
Previous work experience with a commercial Property and Casualty Insurance carrier or agency is highly desirable
Ability to work constructively in a team environment as well as independently

Interim Workflow Analyst Resume Examples & Samples

Build, coordinate, and accurately maintain CSA schedules, ensuring that shifts are optimally planned to meet the sites short term forecast requirements whilst taking into account the CSAs' preferences, working hours and vacation requests
Analyses 30 minute interval level schedules against workload requirements to identify the optimum times to plan CSA non-productive activity
Maintains accurate local workforce management data
Management of CSA profiles in the ACD system and escalating any issues to CPM
Tracking system and process down and reporting on trends and lost time
Ability to build and maintain effective working relationships with a range of people at all levels in the organisation, often in virtual teams spread across multiple time zones
Strong analytical, investigative and problem solving skills
Strong teamwork skills in conjunction with utilising your own initiative

Workflow Analyst Resume Examples & Samples

Map out the processes and workflow structure for the various projects
Use Visio to show the workflow patterns for various projects through out the group
Work cross functionally with in the department and others to accomplish goals

Workflow Analyst Resume Examples & Samples

Minimum of 2 Years experience in a workflow/workforce analyst role or a similar position
Min NQF4 qualification
Proven analytical and mathematical skills
Advances command of Excel and other MS Office programs

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