Maria Payne - Resume

Maria J. Payne Greater Atlanta Area | C: 678-414-0057 | [email protected] |

http://www.linkedin.com/in/mariapayne1/SummaryEnergetic and enthusiastic individual committed to addressing projects with speed, accuracy, and professionalism. Effective communication skills (written and verbal) and Experience in Business Use Case creation and elaboration, Quality Assurance and Customer Satisfaction with the ability to verify and reconcile data for accuracy and consistency. Successful in meeting deadlines due to strong multi-tasking, organizational and time management abilities. Experienced in Agile methodologies, creating user stories, and performing developmental task breakdowns.

KEY COMPETENCIES Data and Root Cause Analysis Basic Project Management Process Improvement Tracking & Reporting Requirements Gathering

Policy/Procedure Development Data Mining Quality Metrics Use Case Elaboration

Technical Skills Advanis/Fizzback, Microsoft Excel, Word, Access, OneNote, Outlook, PowerPoint, Visio and Windows, SharePoint, NICE Analytics, Exposure to Agile and Scrum methodologies, Rally, SQL, AMDOCS systems

PROFESSIONAL EXPERIENCE Pure Talk USABusiness Systems Analyst [February 2015 – Current]Summary: Working directly with the COO and Customer Service Manager on defining project requirements by: identifying project milestones, phases and elements. Monitoring and providing analysis on corporate objectives by tracking activity, and sharing progress reports with executive team.

Completed cost vs. payment analysis on outsourced vendor invoices which in turn saved the company ~$340k.

Developed and maintains key company performance reports including trending reports on Orders and Cancellations which provides insight on: what products/plans are being ordered or canceled; why customers cancel; tenure of customers; products and plans canceled, etc.

Provide reporting on promotions to determine what plans/products are being purchased.

Create reporting to determine value of Customers based on usage and plan. Provide confidential analysis directly to COO on an ad hoc basis Provide weekly and monthly reporting on a number of metrics to both COO and

Director of Customer Service. Provide trend reporting [MoM and YoY] for order and cancellations Support analyses and reports of system data to including program metrics for routine

monthly and on-demand summary reports of basic program activity

Maria Josephine Payne 678-414-0057 | [email protected]

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http://www.linkedin.com/in/mariapayne1/

mailto:[email protected]

inCode Consulting, a Division of Ericsson Business Strategy Analyst [February 2014 – November 2014] Contract: Big Data Project with AT&T Summary: Supported strategic aspects of a project for an analytics platform that will serve personalized recommendations on various web portals and other customer touch points.

Elicited and documented requirements for Web Content Management System that increased efficiency for the business users

Functioned as the bridge between functional business units and IT. Documented, coached, and elicited business requirements from subject matter

experts by writing user stories resulting in a clearer, more detailed and more complete understanding of project deliverables.

Created Requirements Specifications, Use Case Diagrams, High Level Process Flows, as well as standardized a process that decreased requirements gathering and analysis time by 50%.

Led evaluation of all subscriber data collected throughout the customer lifecycle i.e. Purchase data etc.

Utilized Agile methodologies to document and track projects to ensure process efficiency (via Rally) and prioritized the product backlogs.

Coordinated and facilitated extensive user interviews and workshops to gather and analyze requirements

Developed crucial functional requirement specifications, creating detailed use cases and process flow diagrams to support functional specifications

Sprint Nextel Corporation Project/Program Analyst – Business Analyst I [2006 – 2013] Remote Summary: Provided reporting and solutions in data analysis that identified business trends and results for internal and vended sites. Utilized data analysis to explain business issues and recommended improvements, which enabled business units to improve processes and created action plans to reduce dissatisfaction for Customers enterprise-wide.

Completed data analysis and mining to control costs, increase efficiency, measure performance guidelines and identify key attributes.

Performed qualitative data analysis and call observations to track, trend, and measure process effectiveness.

Collaborated with management and external stakeholders to identify and implement changes to systems and processes to increase call center efficiency.

Worked with a vast array of information gathered during analysis and rapidly changing information to provide relevant and actionable data in clear, concise formats.

Developed documentation including business objectives, requirements, flows, and other components of solution documentation which resulted in the streamlining of processes.

Provided end-to-end services in relation to project analysis by developing and maintaining training materials, user guides, supporting assistance materials and conduct end-user training sessions for out-sourced project assistance.


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Gathered Functional and Non-Functional Requirements from stakeholders and clients.

Used resources effectively to meet work commitments and deadlines, manage changing priorities, effective time-management and multi-tasking to facilitate meeting deadlines and resolve problems in complex, multi-platform environments.

Interfaced with multiple organizations and business teams to determine most feasible data to be utilized for each project assigned and to determine project requirements and expectations.

Coached, mentored, and trained staff in techniques for projects.

Root Cause Analyst [2005 – 2006]Summary: Utilized multiple resources to provide a compilation of data Enterprise-wide to be reported to Call Solutions, key stakeholders and Project Managers.

Collected and analyzed data from multiple resources to provide a compilation of data Enterprise-wide to be reported to Call Solutions, key stakeholders and Project Managers.

Utilized Quality data to provide a holistic view of Customer interactions with Specialists across all lines of business.

Interfaced with multiple organizations and business teams to determine most feasible data to be utilized for each project assigned.

Completed data mining to locate and provide usable examples of Customer contacts within the organization to provide real-time Customer interactions to create actionable and timely decisions that would affect Company policies and procedures.

Nextel Communications Customer Experience Quality Coordinator [2002 – 2005] Summary: Provided and supported the Quality Experience department in achieving top ranked Quality Care by providing detailed and actionable recommendations and feedback to internal, external, and out-sourced customers to improve Customer Satisfaction.

Collaborated, calibrated, and provided actionable feedback to vendors, liaisons, direct managers, and supervisors for both internal and external customers and teams to improve and reinforce Quality guidelines for both Call Center and Off-line Care teams.

Served as Subject Matter Expert for Customer Finance Services, eCare and Executive Escalations which included training development, creating Quality guidelines and being Point of Contact/liaison for the Customer Experience Quality team and Consider It Done teams.

Customer Service Representative [2000 – 2002]Summary: Assisted Customers in multiple lines of business (Care, Retention, and Premier Club) to first contact resolution of issues and provided above standard service.

Served as a Subject Matter Expert during billing system conversion and provided on the spot problem solving and reporting of issues.

Provided functional support and training of representatives on a new system on-site and in Canada and delivered detailed documentation of problems to external development group during launch.

Worked as part of a selected war room team with AMDOCs to determine daily issues with new billing system conversions on-site and via vendor site out of country.


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Trained out of country vendor site on new systems. Awarded Top Support for work as Subject Matter Expert since January 2002 for the

Atlanta Call Center on Ensemble.

Education Gainesville State College, Oakwood, GA

Professional DevelopmentLean Six Sigma (Internal Program @ Sprint Nextel) Introduction to Access 2010 (Gwinnett Tech, Lawrenceville, GA)


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Maria Payne - Resume

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