Workflow Analyst Resume Sample
Yvette Paucek
221 Fadel Gateway,
Chicago,
IL
+1 (555) 184 1635
Work Experience
Senior Workflow Analyst
10/2016
-
PRESENT
Dallas, TX
- The ability to analyse and interpret data
- Excellent IT systems experience - including advanced Excel capabilities
- Demonstrable experience and understanding of workforce planning methodology and systems
- Prioritizes and responds to incoming calls and emails, providing order status for client base as requested. Researches technical information on products as required
- Works toward root cause corrections within Operational work flow. Generates reports and analytics on a variety of metrics for senior leadership
- Follows through to ensure Return Material Authorization (RMA) is processed if incorrect product or quantity has already shipped
- Informs sales force of any problems and final resolution of issue
- Monitors and reviews the delivery process for open orders. Follows-up on all submitted correction requests and modifies orders as needed
Workflow Analyst
10/2013
-
07/2016
Dallas, TX
- Creates dispute cases as needed and ensures submission and processing in a timely manner
- 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
- Strong IT systems experience – in particular Excel
- Great communication skills – both written and verbal
- Assess and evaluate information and make informed decisions following a process
- Be a leader and role model in the site and an ambassador for the department
- Accountable to analyze service level performance at the network level
- Monitor real time metrics and communicate outliers around schedule adherence
DTS Workflow Analyst
11/2008
-
06/2013
Los Angeles, CA
- Represent the site in all staffing and planning calls as appropriate
- Participate in/drive Lean initiatives through Kaizen efforts
- Ensure Workgroup Standardization guidelines are enforced
- Work closely with the Audible GCC (Global Command Center) team and ensure intraday KPI’S (SL, ASA, ABN, and AHT) are met
- 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
- Experience drafting and coordinating governance and guidance documentation
- Experience performing engineering, implementation, configuration, operations and sustainment of standardized EM tools and services
- Experience working with customers and stakeholders to understand requirements and challenges
Education
Drexel University
2003 - 2008
Bachelor's Degree in Workflow
Professional Skills
- Strong organizational skills with the ability to prioritize work and multi-task
- Experience of telephony routing management in a skills based routing environment
- Strong programming skills: R, Python, Java etc along with stellar visualization and persuasive story telling
- Demonstrate problem solving and analytical skills
- Strong analytical, problem solving and organizational skills with attention to detail
- Effective problem solving and consultative skills
- Willingness to learn and pickup new skills on the job via self-learning
How to write Workflow Analyst Resume
Workflow Analyst role is responsible for java, reporting, retail, finance, training, procurement, design, research, modeling, events.
To write great resume for workflow analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Workflow Analyst Resume
The section contact information is important in your workflow analyst resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Workflow Analyst Resume
The section work experience is an essential part of your workflow analyst resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous workflow analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular workflow analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Workflow Analyst resume experience can include:
- Effective communication (excellent written & verbal) skills
- Proven track record of developing, scaling and implementing analytical models in customer facing environments
- Experience working with scheduling and workflow implementation, MAM workflows, transcode software and subtitle editing software
- And a strong understanding of process flows and some background using administrative tools
- Relevant experience working in business process / business process engineering, process development and change management
- Previous experience working on Kindle’s Content Risk Management team
Education on a Workflow Analyst Resume
Make sure to make education a priority on your workflow analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your workflow analyst experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Workflow Analyst Resume
When listing skills on your workflow analyst resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical workflow analyst skills:
- Intraday monitoring of incoming contacts and Service level working alongside the Operations teams to effectively make decisions as required
- Assess and mitigate supply chain risk through use of data and engagement with relevant stakeholders ensuring L48 business risks are managed effectively
- Effectively interact with others in a fast-paced team environment
- Effectively present information and respond to questions from groups of managers, clients, other teammates needed
- Prior experience of technical operations within a budy media environment
- Evolve skills, solutions and the organization to predictive & prescriptive analytics
List of Typical Experience For a Workflow Analyst Resume
1
Experience For Product Workflow Analyst Resume
- Communicate regularly with key stakeholders to close any capacity gaps and mitigate capacity risks by managing dependencies across multiple sites and operating units
- Regularly analyze work unit arrival patterns and team productivity to maintain an accurate day of week and interval workload pattern by skill and work unit type
- Strong sense of individual ownership and accountability
- Processing day off requests and shift trades
- Responsible for identifying and managing optimal scheduling approaches across the all sites
- Manage the planning and coordination of the scheduling of network non-productive activity
- Identify root cause of any misalignment to the short term plan and implement corrective actions to ensure delivery of service level, cost and productivity goals
2
Experience For DTS Workflow Analyst Resume
- Responsible for reporting on service level misses, completion of root cause analysis and production of corrective action plans
- React to changes in daily volumes and throughput by reforecasting and determining the required staffing level changes to ensure delivery of daily service levels
- Produce and communicate service level, work unit distribution and/or productivity action plans, working alongside the Publishing Services Fulfillment and QA teams to take relevant corrective actions as required
- Managing day to day schedule adjustments
- Fully leverage existing technology, including standardization of reporting
- Support operational excellence by constantly improving workflow and operational processes
3
Experience For EU CS Local Workflow Analyst Resume
- Maintain and analyze all WF/WWCP reporting
- Monitor statistics by half-hour to maintain adequate staffing levels for the day as well as review short range forecast
- Send regular communication on initiatives (including initial business case, delivery timelines and status updates) with business teams
- Support the delivery of service levels, and productivity targets for the site and marketplaces he/she is supporting
- Responsible for the assignment of tasks to the operations by optimizing the usage of workforce
- Lead process-improvement efforts and manage the implementation of both business processes and technical solutions
- Other secondary roles include developing/maintaining a series of workflow related trackers that drive day to day site-wide production efficiency (Voluntary Time Off, Absences, Open Phone Shifts, Overtime), and driving special projects designed to maximize efficiency and increase production and quality
- Understand and apply Erlang staffing calculation
4
Experience For Participations Statement & Workflow Analyst Resume
- Maintain close communication with site QI teams
- Partner with site ACES teams to ensure Kaizen participation rates are met
- Present monthly KPI’s to segment management team
- Function as the team administrator for the local WFM center(s), including team maintenance, routing updates, service level management and other actions as needed
- Monitor daily, weekly, and monthly volumes and performance to ensure efficient use of resources
- Maintain BFO performance score card as applicable
5
Experience For Interim Workflow Analyst Resume
- Conduct regular side-by-sides with front-line teams to assess, understand and make recommendations to improve performance at the center, team and coordinator level
- Partner with Supervisors to execute audit strategies, to include but not limited to
- Support the delivery of Service levels and management of tasks for WF team
- Work closely with Team Managers (TMs) and Group Managers (GrpMs) to identify any contact drivers
- Monitor Reservation Sales Agent schedule adherence to ensure a smooth and efficient operation
- Current day time off waitlist management
- Assign agent activities via Intradiem system
6
Experience For Senior Workflow Analyst Resume
- Work closely with the Operations Analyst to identify and coordinate improvements to schedules to ensure that maximum efficiencies
- Coordinate the creation of new operation-based workflows within the supply chain to support Turner’s current and future needs generally but, ensuring alignment between T&O and the wider business
- Analyse current workflows and identify areas for improvement. Pitch, map and coordinate the achievement of these improvements in liaison with key stakeholders and operational teams
- Work with Delivery Manager to document and provide training on new products, communicate changes and ensure successful rollout and ongoing support
- Trouble-shoot and resolve issues related to new processes, both technical and operational
7
Experience For Enterprise Workflow Analyst Resume
- Operationalise OTT workflows and implement into BAU. Work closely with Operations and Programming teams to plan content fulfilment of OTT platforms, from content sourcing through content delivery
- Carry out ad-hoc tasks to help other teams and departments with workflow improvement and automation as well as operational delivery
- Define business requirements, design and development of future workflow
- Approve business Workflow changes throughout process
- Design new processes / workflows
- Gain support of and agreement to, the recommended changes
- Perform needed system checkouts
8
Experience For Senior Digital Workflow Analyst Resume
- Set up documents for better classification and extraction during imaging via OCR Balance working on projects with the system product manager and the team manager on day to day activities
- Manage the development of global standards (Average Handle time, NPT, Shrinkage, Attrition) for ADS planning ensuring that all changes successfully inter-operate with existing operational processes
- Running “what-if” scenarios for associate staffing and make proper use of statistical tools
- Assist the development of Workforce Management & Scheduling system by partnering with in-house technology teams
- Ensure accurate recording and reporting of shrinkage (Sickness, VTO, Overtime and Holidays)
- Work closely with data associates and team leads to pro-actively identify issues and take appropriate actions to minimize impact
- Self-sufficient and organised
- 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
List of Typical Skills For a Workflow Analyst Resume
1
Skills For Product Workflow Analyst Resume
- Strong knowledge of operational forecasting & planning methodologies
- Previous experience owning the scheduling of engineersgents in a customer support environment
- Strong understanding of contact centre dynamics and technology
- Safety. Demonstrate personal responsibility and well-being to everyone around and contributes to a safe and sustainable work place
- Strong analytical and data management ability
- Financial Sector experience, particularly Fraud business
- Use sound business judgement to identify and resolve issues that impact the accuracy and effectiveness of the work process
2
Skills For DTS Workflow Analyst Resume
- Scheduling of presentations, training, coaching sessions and other off phone activities
- Reporting and visualizations development –Spotfire, PowerBI, real-time dashboarding, MI/BI and shallow analytics best practices
- Working knowledge of contact centres
- Understanding of Kindle’s Content Risk Management workflows
- Proficiency in building and using existing statement models based on contractual terms and sound accounting principles
- Mastery of legal/contractual language as it applies to accounting information in the Participation reporting environment
- Demonstrating a command of oral, written and listening skills in order to be effective in the case of meetings/correspondence with Participants, the management team, or peers
- Issues affecting the business and processes of Participation/Royalty accounting
- Supports the site management team by optimizing the staffing requirements that fit site’s needs
3
Skills For EU CS Local Workflow Analyst Resume
- Courage. Always aim to do the right thing and speak out when something is not right, acknowledge and learn from mistakes and accept new ideas as a challenge
- Design and implement data analysis, data mining, research, analysis, and modeling strategies and best practices to internal clients
- Finance and accounting principles
- Willingness to learn business processes and interest in translating them to technology solutions
- Excellence. Learn to apply best practice, act with professionalism, strive for excellence, foster learning, share knowledge and continuously improve
- Monitor and trend WFM routing strategy; identify gaps and develop recommendations to close
- Facilitate WFM/systems training as needed
4
Skills For Participations Statement & Workflow Analyst Resume
- Windows-based programs, with a primary focus on spreadsheet development
- Build credibility and motivate peers
- Perform statement reconciliations and provide detailed support for audit purposes
- Build relationships and quickly develop trust with clients’, as well as internal personnel
- Resolve issues in a timely manner and be a productive member of the team
- Continue to expand technical knowledge
- Call Centre or similar experience related to a solid understanding of production environment metrics (such as Forecasting, AHT, Shrinkage, and FTE’s)
- Experience in analysis or workflow management
5
Skills For Interim Workflow Analyst Resume
- Statistics), business or equivalent
- 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 elsewhere
- Call Centre or similar experience related to a solid understanding of production environment metrics (such as Forecasting, AHT, Shrinkage, and FTE’s) or with data analysis
- At least one year of experience in a Workflow role
- Proficiency in scripting, querying and/or analytics tools: SQL, R, SAS, or similar tool
- Proactive approach to decision-making and problem solving
- Highly organized, results oriented with the ability to be flexible and work well under pressure
- Basic knowledge of Microsoft Excel required
6
Skills For Senior Workflow Analyst Resume
- Knowledge of Aspect Workforce Management system or comparable system
- Knowledge of Intradiem system as asset
- Work independently and collaboratively on multiple system support and project assignments
- Coordination with Everest Technology Services (ETS) and Product Management for validation/rationalization of workflow documentation included in business requirements
- Policy research related to compliance inquires and/or market conduct exams, including corrective actions
7
Skills For Enterprise Workflow Analyst Resume
- Adherence to internal product development workflow to ensure latest state filings rates/forms are updated on intranet, communicated to field and implemented effectively into PAS systems
- Experience of data mapping and systems configuration
- Flexible, with the ability to prioritise appropriately and work to tight timescales
- Proven ability in verbal and written communication
- Analysis and development of ROI and productivity impact on new and changing workflows and/or business initiatives
- Collaboration on the creation, analysis, updating and documentation of workflows, roles and responsibilities and field communications
- Basic understanding of APIs and XML code
8
Skills For Senior Digital Workflow Analyst Resume
- Timely response to field requests for workflow development or changes
- Make decisions at short notice and use creative judgement when necessary
- One Team. Put the team first, value contribution from colleagues, deliver on accountabilities, support and help people develop capabilities
- Foster an environment of safety first operations
- Possess the grit necessary to tackle any challenge and a growth mindset to be on constant lookout for new solutions
- Accountable for third party spend for the category within area of accountability (Wheels)
9
Skills For Csna Workflow Analyst Resume
- Is the single point of accountability for assigned category with all relevant internal stakeholders
- Collaborate with the category / contract managers to develop and maintain data driven market intelligence of supply markets for L48 business demand
- Demonstrated ability to work as part of geographically dispersed team, effectively communicating prioritized business unit needs and prioritized project statuses
- Promote compliance with BP's Code of Conduct, ensuring by personal example that colleagues understand and practice ethical business behavior, and using reasonable care to monitor suppliers and contractors working for BP to ensure they work in a manner consistent with the Code
- Produce skill level workload forecasts for hourly and daily forecasted volume
- Troubleshoot and trend system and performance issues impacting processes, customer experience and/or front-line performance
- Develop strong relationships with Global Command center
- Global provider of Intelligent Technology Solutions™ for organizations of all sizes
- Ranked #417 on the 2018 Fortune 500, #12 on the CRN Solution Provider 500
10
Skills For Workflow Analyst Resume
- $6.7 billion in revenue for 2017
- 2017 Arizona’s Most Admired Companies (AZ Business Magazine), #7 2017 Best Places to Work (Phoenix Business Journal)
- 2018 Dell EMC Server Partner of the Year, 2018 Intel Retail Solution Partner of the Year, 2018 IBM Geography Excellence Award as the Top National Strategic Business Partner in North America, Microsoft’s largest global partner
- Work closely with key stakeholders to create a work unit forecast plans that enables achievement of the long term forecast goals
- Plan network capacity by half hour interval, to achieve service level, cost and productivity goals
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