Adrea Hall
4401 NW 39^th St, Apt. 303
Oklahoma City, OK 73112
cell:(405) 204-4103 / adrea_VU11@yahoo.com

 

Summary of Qualifications

·   4 ½ years of experience in a Business and/or Research Analyst role including 1 ½ years of experience as a dedicated Business/Research Analyst; one year of experience as a Database Research Assistant; and two years loaned to multiple training and analyst projects, including those related to implementation, while employed as a CSR.  Additional experience includes 6 years dedicated Customer Service experience; and 2 years Customer Service/Inside Sales experience.

·   Four years of experience eliciting, analyzing, and documenting Business Processes through research, testing, and interviews, as well as the creation of Process/Data Flows, presentations, user guides, and training manuals/materials. 

·   Strong process analysis, improvement, and mapping skills, including the elicitation and translation of business process requirements into functional specifications documents.

·   Experience performing business/data analysis and basic data mining through the use of the following:  SAP Business Objects, Batch Services, Data Control, SSIS packages, SSRS, SQL Server, and Visual Basic, OHCA and AIS specific programs. Worked with basic to mid-level SQL queries to manipulate data.

·   Experience using SharePoint for purposes including the creation/maintenance of databases, spreadsheets, libraries, and documentation.

·   Audited internal and external files as well as job configurations and programming for Quality Assurance purposes.

·   Extensive experience interacting with and acting as liaison between development, business users, and management across multiple departments and environments, in both a leadership and team capacity.  Excellent communication skills, both oral and written.

·   Extensive experience using Windows and Microsoft Office products including Word, PowerPoint, Excel, Outlook, Visio, and basic experience using MS Access. 

·   Detail oriented with a strong ability to work independently while successfully completing multiple projects through organization and prioritization skills.

·   Creative, strategic, and intuitive approach to problem solving.  Highly inquisitive with strong desire to constantly learn and improve.  Tenacious, goal oriented, and customer focused. 

Accomplishments

American InfoSource

·   Primary Business Analyst responsible for research and Business Process Requirement documentation including Specifications Documents, internal and external user manuals, and training materials.

·   Primary Business Analyst responsible for auditing files and programming to ensure Quality Assurance.

·   Successfully centralized important client data including contacts, products, jobs, and job/file frequency in an efficient spreadsheet.

·   Created standardized Specifications Documents.

·   Successfully standardized file formats for all American InfoSource products.

·   Successful trending analysis of client activity and claim filing analysis resulting in the culling of clients that were no longer cost effective to service and/or maintain. 

·   Successful compilation, analysis, and creation of product documentation and training materials.

 

 

OG&E

·   Red Flag ID Protection Policy Implementation: collaborated with a Lead to develop the processes and implementation of Federal ID Protection policies into OGE Customer Service procedures.  Worked with Systems Analysts and met with management of various departments to evaluate their procedures and determined how to incorporate the Red Flag policy into them as well as any reciprocal changes necessary for Customer Service.  Created Training material for the Red Flag policy, including the Red Flag Cheatsheets (procedural charts for each rule of the policy and how to apply to calls), which are the primary daily instructions used in the Call Center.  Designed multiple tests, and the Red Flag Crossword puzzle.  Acted as a Subject Matter Expert and assisted with the training and testing of Customer Service and Corporate members.    

·   Redesigned and updated the New Hire Customer Service Training Manual, which is the primary teaching tool for OGE New Hires.  Independently reviewed all policies and interviewed multiple departments in order to update policies and procedures to reflect current changes and increase collaboration and efficiency across all related Customer Service departments.  Updated and maintained other training materials including the Arkansas Training Manual, various cheatsheets (tips & tricks), and technical instructions.

·   Training Assistant: trained New Hires for Customer Service including testing and coaching.  Acted as Nesting Coach for existing Customer Service members, successfully improving specific areas of performance through individual assessment and developmental coaching. 

·   Member of various teams, including the Positive ID Review Team, in which selected members collaborated with the Revenue Protection Department in the reassessment of the Pos ID credit policies and their application to Call Center procedures.  Member of multiple Events Committees, the United Way Street Team and ME2 Pledge Carnival, and Customer Service Appreciation Week.  Created and designed presentations and materials for events.

·   AHT (Average Handle Time) Review Team for the Customer Service Call Center.  Acted as Team Leader and Analyst for one of three teams.  Analyzed available data and evaluated Customer Service policies, procedures, and productivity goals to determine the best metrics to attain Key Results with a focus on Customer Satisfaction and productivity. Made multiple presentations to both Customer Service Management and OGE Management recommending specific changes to goals, technology, and procedures.

Professional Experience

Oklahoma Healthcare Authority, Oklahoma City, OK

Research Associate (2014–2015)

·   Extracted and analyzed healthcare data, primarily for ad hoc requests and recurring statistical bulletins, using data mining software such as Business Objects, MS Access, and Excel.  Analysis included performing basic statistical procedures, compiling statistical reports, defining problems, drawing conclusions, and compiling overall reports.  Developed internal and external dashboards using Tableau software and acted as a Tableau SME for the unit and associated workgroup.  Participated in cross-training, process automation, and documentation. 

American InfoSource, Oklahoma City, OK

Business Analyst (2013–2014)

·   Business analyst for company focusing on identification and filing of bankruptcy and probate claims for multiple financial companies.  Responsible for data research using SQL Server, Visual Basic, SSIS, SSRS, and company software.  Assisted Data Control with the monitoring and processing of files.  Acted as the technological contact for either the clients themselves or their AIS Relationship Manager.  Met with clients, management, billing, sales, and Relationship Managers to assist with the evaluation of existing and new client needs and developed Business Process Requirements and Specifications Documents for each product.  Audited the files and jobs for new clients and/or new jobs to ensure quality.   Responsible for various reporting and client trend analysis for management.

Oklahoma Gas & Electric, Oklahoma City, OK
Customer Service Representative (2006 –2012)

·   Efficiently assisted 70-100+ customers per day by telephone with credit extensions, billing issues, Demand Side Management and PowerPlus billing programs, and service contracts including move-ins, move-outs, and  transfers of service.  Consistently achieved multiple performance metrics while generating outcomes that contributed to the attainment of Key Results and providing solutions that best fit the customers’ needs.  Trained as an Arkansas representative to handle Arkansas customers per Arkansas Public Service Commission guidelines.  Routinely used SAP Front Office and some Back Office.  Selected as a member of various special projects, teams, and loaned positions. 

Education

Vanderbilt University

B.A. Sociology (2003)

Computer Skills & Knowledge

·   Proficient in MS Office Suite – Word, Excel, PowerPoint, Outlook, Visio, and Access.

·   Working knowledge of SAP Business Objects and routine use of SAP CCS, SAP Front Office, and some use of SAP Back Office. 

·   Experience using basic to mid-level SQL queries in SQL Server and Visual Basic.  Working knowledge of VBA and macros.

·   Skilled in Adobe Photoshop and TechSmith SnagIt.

·   Basic knowledge of Microsoft Visual FoxPro, RACE, Clarify, and SPSS (Statistical Package for the Social Sciences).