mobile 91 933 092 9083 mark baker w senior business analyst email id infomycvdesignercom address 59 santa clara san jose ca profile senior business analyst 29 years track record driving innovative revenueproducing strategies products one top fortune 500 banks america organized professional ability conceptualize analyze see profitability customer service sides issues repeatedly took new challenges delivered creditable impressive results senior leader ship committed excellence extending relationship building inspiring team members gaining respect others areas expertise management protocols new product development productivity increase customer relationship management client project liaison strategic initiative implementation credit administration customer complaint resolution return investment roi business opportunity development customer service consumer lending selected milestones accomplishments selected world class customer experience individual award template resulted improved feedback 157 selected world class customer experience team award e2e escalation pilot 1st person program history selected individual team award professional experience wells fargo bank san fancisco ca oct 2009present assistant vice president october 2017present education manager oct 2009oct 2017 hsbc bank garden grove ca assistant sales manager oct 2009present served point contact account executives media relations executive relations national customer experience team collaborated development implementation endtoend manager escalation pilot provided streamlined process key reducing number transfers handoffs increasing speed resolution request manager inquiries implemented new manager escalation tracking tool called commit capture voice customer identify trends pinpoint opportunities improvement across multiple sites designed implemented new executive complaint template improve timing consistency quality coaching feedback associates reduce overall complaints redesigned post call customer service survey questions analyzed results reported trends provided analysis senior leadership team developed mystery caller program separate 800 number evaluate associates knowledge customer service experi ence across multiple sites professional development training six sigma fundamentals creating inclusive environment hiring right people customer enrichment program developing others call center customer solutions systems development methodology technology snapshot mac microsoft windows os microsoft office word excel powerpoint outlook iex commit hp vru call management system cms fundamentals compass focus centre view supervisor education bachelor business administration 1990 university california majors finance marketing cvdesigner