Delta Air Lines - Senior Business Analyst Loyalty & Sales Resume Example

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XXX XXX XXXXXXXX XXXXX, College Park, GA 30349
Ph: XXXXX XXX XXXXX
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Hunter Mitchell
Summary

Seasoned Business Analyst with more than 20 years of experience in fast-paced technology environment. Excellent organization and communication skills. Track record of achieving exceptional results in Call Center telephony implementations.

Skills
  • Customer and Personal Service
  • Active Listening
  • Call Systems Analysis
  • Judgment and Decision Making
  • Call Systems Evaluation
  • Application Troubleshooting
  • Project Coordination
  • Software Installation
Experience
Senior Business Analyst - Loyalty & Sales Jun 2010Present Delta Air Lines, Information Technology Atlanta, GA

1030 Delta Blvd., Atlanta, Georgia

  • Evaluate, recommend and support computer telephony integration technologies to support Delta's Sales Support Center for US Domestic and International call centers.
  • Facilitate vendor review and business requirement sessions for various initiatives.
  • Gather business requirements and work with vendors to complete Statement of Work documentation from initial phase to final implementation.
  • Coordinate and manage Call Center Softphone implementations and resources according to project standards and methodologies. 
  • Prepare and deliver project deliverables according to company project standards and methodologies.
  • Coordinate and participate in all phases of testing including User Acceptance Testing.
  • Manage the implementation of all system components using techniques that preserve system integrity.
  • Actively engage as the Point of Contact for Delta's Sales Support Center, US operations and liaison for international operations.


    Projects: 
    Coordinated and implemented Delta Sales Support
    Center's Call Center Telephone solution between Delta,
    Salesforce.com and inContact Cloud Solutions technology.
    Integration included an ACD, IVR, Softphone and Workforce
    Management for 250 users including US Domestic, Singapore
    and Latin America. 
    Coordinated  WIN7 transition for all DSS call center agents
    under the Delta WIN7 effort which allowed better efficiency and
    higher performance metrics.

    Coordinated the implementation of the Sales Support Center's
    initial Call Center Integration between Salesforce.com and Avaya
    CTI Softphone technology. Integration included an Avaya CTI
    adapter, Genesis CTI Server, Salesforce.com, Sales Edify IVR -
    120 users, US Domestic and Montreal which reduced answer     
    time and increased customer productivity.

Business Analyst Oct 2003Present Delta Air Lines, Technology Division Atlanta, GA

(Formerly Delta Technology, Inc.) 1030 Delta Blvd., Atlanta, Georgia

  • Participated in evaluating and recommending emerging technologies related to Delta Air Lines, Inc.
  • Gathered, developed, coordinated, and maintained business requirements for various projects and/or systems from initial phase to final implementation. 
  • Designed and presented requirements simulations to various business partners, domestic and international, using iRise Collaborative Visualization software.
  • Managed/coordinated projects, resources and project budgets as necessary.

 

  • Mentored and assisted business analysts in procedures regarding project deliverables according to project standards and methodologies.

 

  • Prepared multiple project deliverables according to company project standards and methodologies.

 

  • Developed estimates for project schedules.

 

  • Coordinated and facilitated testing for large projects according to project standards and methodologies.
  • Provided independent troubleshooting and analysis of medium to large size projects.
  • Participated in, supported, and promoted a culture that provided for high performance, high morale, and teamwork.

 

  • Projects:

    Salesforce.com CRM: Implemented and executed the initial  

    installation of Salesforce.com CRM to more than 500 global

    users in the Sales division within Delta's organization.

 

   International Global Sales and Incentive System:

   Lead BA on the implementation of the International Agency's

   Global Sales and Incentive System, GSIS. GSIS included an

   evaluation dashboard, agreement contracting tool and incentive

   payment calculator as well as an e-signature feature for Sales'
   partners of Delta's organization.

Business Analyst - Sales and Incentives May 2001Oct 2003 Delta Technology Atlanta, GA
  • Gathered, developed, coordinated, and maintained business requirements for various projects and/or systems from initial phase to final implementation.
  • Prepared project deliverables, managed estimates, coordinated and facilitated testing components.
  • Participated in the evaluation and recommendations of new technologies related to Delta Sales business units.
  • Implemented two initiatives:

    SalesNet - Sales Organization Customer Relationship Management 
    (CRM) tool, Sales Organization Account Relationship (SOAR)

Analyst - Sales and Incentives Oct 2000May 2001 Delta Technology Atlanta, GA
  • Provided an Interface between Delta Air Lines, Delta Technology and Datalex Corporation supporting Customer Relationship management tools.
  • Managed testing, packaging and scheduling of COTS products for certification and deployments.
  • Provided technical support for Delta Air Lines clients utilizing Datalex vendor software.
On-Site Senior Support Specialist Mar 2000Oct 2000 Datalex Corporation Atlanta, Georgia
  • Provided liaison services (Technical Analyst) for Delta Air Lines, Delta Technology and Datalex Corporation for Technical Support of Vendor Software
  • Prepared and utilized system and end user test scripts.
Production Support Analyst Feb 1996Mar 2000 Barfield, Cauthen, & Associates
  • Provided liaison services (Technical Analyst) for Delta Air Lines' Sales Force Unix application databases for distribution to approximately 750 users worldwide.
  • Provided technical support, synchronization of job processes, product installation and creation of SQL reports.
  • Participated in application quality assurance reviews.


  • Utilized test scripts and monitored query and report generation performance.
Systems Analyst Jul 1990Feb 1996 Electronic Data Systems (EDS) /Utilities Division Atlanta, Georgia

(Formerly Energy Management Associates)

  • Application Programmer. Tested, maintained and monitored computer programs and systems  which assisted energy companies in monitoring, controlling, and optimizing the performance of energy generation facilities.

  • Primary duties included compiling JCL (COBOL) and FORTRAN source code, creating, testing and packaging and delivery of software on various mediums including IBM MVS. Performed on-site product installations for clients and provided technical support for clients as well as provided presentation and training sessions as needed.

Education
Associate of Science : Computer Information Systems DeVry Institute of Technology Atlanta, Georgia, US Associate of Science Degree in Computer Information Systems DeVry Institute of Technology, Atlanta, Georgia, June 1990 SPECIAL RECOGNITIONS
Certifications
CTI ♦ Project Management Essentials, Delta Technology ♦ Software Requirements and Specifications, Learning Services, Georgia Tech ♦ Requirements Management, Delta Technology ♦ Enterprise Process Model, Delta Technology ♦ Effective Business Writing, Delta Technology /Georgia Tech ♦ Communications & Interpersonal Skills class for Technical Professionals, Delta Technology ♦ Project Management Countdown, Delta Technology
Affiliations
2014 Chairman's Club Nominee, Delta Air Lines, Inc
Awards

Delta Air Lines Chairman's Club nominee. Delta Technology 2003

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Senior Business Analyst Loyalty & Sales FROM College Park , Georgia RESUME

This is a resume for a Senior Business Analyst Loyalty & Sales in College Park, Georgia with experience working for such companies as Delta Air Lines and Information Technology. The grade for this resume is 0 and is one of hundreds of Senior Business Analyst Loyalty & Sales resumes available on our site for free. Use these resumes as templates to get help creating the best Senior Business Analyst Loyalty & Sales resume.

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School Attended
DeVry Institute of Technology