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Cindy George
12704 Longmead Ave, Cleveland, OH 44135
Cell: (216)-570-6799
Email: cindylgeorge127@gmail.com
CAREER PROFILE
Results oriented professionalwith fifteen years of banking experience. Highly analytic sales and performance analyst with
extensive expertise in performance management and reporting analytic functions. Experience in analyzing trends, customer
service and teamwork; consistently demonstrating leadership and initiative to manage multiple tasks,meet the established
objectives and improving existing functions to help businesses operate more efficiently. Self-directed, innovative individual
with a strong work ethic. Highly effective communication skills including demonstrated ability to satisfy client needs through
troubleshooting,research and problem resolution. Experienced in chat, email and social media in regards to design reporting,
and analytics.
Specialties
SQL Server Database Development, Microsoft SQL Certified, VB.Net Programming, SAS Programming, Microsoft
Access Certified, Oracle, Cognos Reporting, Advanced MS Office Suite Certification, Statistical Analysis along with
Minitab Statistical Software, Lotus Notes, Outlook, Web Development, Nice Call Recording systemexpert, Enkata
Strategic Services Suite, Six Sigma Greenbelt, Project Management, Sales & Production Improvement, Incentive
Administration & Planning, Sales & Production Improvement & Reporting, Goal Setting & Modeling, Coaching and
Development, Presentation Skill, Chat & Email development and analytic experience, Social Media reporting.
PROFESSIONAL EXPERIENCE
Key Bank
January 2012 – August 2014: Business Analyst/Client Insight Consultant
 Influenced strategic investment decisions by developing Channel Foundational data views that provide valuable
insight into client behavior and profitability within Channels
 Led full redesign of Channel dashboards that implemented centralized production and standardization of metrics and
approach across channels
 Provided seniorleadership with analytical support in developing comprehensive reporting packages to drive business
decisions, while adhering to strict deadlines
 Supported new Sales & Service Momentum cadence by leading development of consolidated reporting of all KCB
segment field performance at a weekly level
 Contributed to multiple cross-functional Client Insights projects including Multi-Year technology planning and
Reporting consolidation
 Developed goals for Contact Center for Sales and Performance Reviews for over 100 positions
 Responsible for troubleshooting any arising issues related to tracking and reporting
 Responsible for design, deployment, and support of contact center employee data centered on employee
performance, client experience, risk mitigation, and policy adherence
 Supported and provided analytic’s, business opportunities and recommendations for Chat, Email, Social Media and
Web lines of business
Cindy George
January 2010 – January 2012: Process Improvement Analyst
 Use NICE Database Kit to provide additional reporting and data for analysis through the use of SQL Server Client
Tools
 Perform detailed analysis of client contact data from multiple data sources
 Translate and developed contact center business requirements into technical design requirements
 Established and defined practical reporting schedule and process
 Identified gaps in data capture and collaboratively implements enhancements
 Responsible for publishing reports detailing issues and recommendations for change
 Create reports using Cognos Reporting application
 Generated suggestions, innovative approaches and ideas for improvements
 Using SQL Server validate data weekly for gaps and overlaps to ensure data is accurate for feeds to other systems
 Manage hierarchy SQL database for support teams and for data feed to other systems
 Use Minitab to provide data analysis and set goals for client surveys
 Project related activities include (but are not limited to):Initiation/definition, Business case development,
Requirements gathering, Solution design, Testing, Training support, Communications (verbal & written), Tracking
& reporting, Identification and management of issues, risks, action items, defects, etc., and Post implementation
support
May 2003 – December 2009: Financial Analyst III, IC Administration
 Analyze and document workflow and business processes across organization to identify and communicate
performance trends
 Use of analytical skills to provide a recommended course of action
 Conduct periodic time studies and apply the results of time allocation and standards across all functions to teamand
individual scorecards
 Developed and maintained Access databases utilized by the Call Center and Wire Operations
 Identify, propose, and lead initiatives to facilitate change that improve processes, increase productivity, quality and
cost effectiveness within Performance Management
 Responsible for goals and incentive payout for the Call Center
 Received Award for outstanding demonstration of Key Values
September 1999 – May 2003: Quality Analyst, KeyBank Call Center
 After 1 year on phones working as a corporate client internet specialist was promoted to Quality
 Responsible for managing relationship between Call Center and operations areas
 Received Outstanding Performance Award for work with bank operational areas
 Prepared and presented executive level projects and business reviews
 Strong analytical and interpersonal skills to effectively lead others to a desired goal
 Provided support and testing for Call Center project to bring in call recording system
 Completed Call Observes on agents and provided feedback to managers
 Completed leader shaping courses including how to coach others
Snowhite Donut Company
January 1984 – December 1999: Sales Manager
 Managed the daily operations of twenty one $150,000 plus restaurants including hiring and coaching of all sales
staff
 Analyzed and developed company sales initiatives
 Reported directly to company president
EDUCATION & TRAINING
 Six Sigma Greenbelt
 Studied at Ohio State University
 Cuyahoga Community College – Computer Programming studies
 Nice Call Recording systemexpert
 SAS training
 Completed advanced courses in Microsoft Office Suite
 Completed course in Minitab including Basic Statistics and Service Quality Analysis
 Microsoft Certified in Sequel Server and Visual Basic.Net
 Extensive knowledge Congos and Oracle Reporting
 Microsoft Certified Access Programming
 Enkata Strategic Services Suite

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George, Cindy_Resume

  • 1. Cindy George 12704 Longmead Ave, Cleveland, OH 44135 Cell: (216)-570-6799 Email: cindylgeorge127@gmail.com CAREER PROFILE Results oriented professionalwith fifteen years of banking experience. Highly analytic sales and performance analyst with extensive expertise in performance management and reporting analytic functions. Experience in analyzing trends, customer service and teamwork; consistently demonstrating leadership and initiative to manage multiple tasks,meet the established objectives and improving existing functions to help businesses operate more efficiently. Self-directed, innovative individual with a strong work ethic. Highly effective communication skills including demonstrated ability to satisfy client needs through troubleshooting,research and problem resolution. Experienced in chat, email and social media in regards to design reporting, and analytics. Specialties SQL Server Database Development, Microsoft SQL Certified, VB.Net Programming, SAS Programming, Microsoft Access Certified, Oracle, Cognos Reporting, Advanced MS Office Suite Certification, Statistical Analysis along with Minitab Statistical Software, Lotus Notes, Outlook, Web Development, Nice Call Recording systemexpert, Enkata Strategic Services Suite, Six Sigma Greenbelt, Project Management, Sales & Production Improvement, Incentive Administration & Planning, Sales & Production Improvement & Reporting, Goal Setting & Modeling, Coaching and Development, Presentation Skill, Chat & Email development and analytic experience, Social Media reporting. PROFESSIONAL EXPERIENCE Key Bank January 2012 – August 2014: Business Analyst/Client Insight Consultant  Influenced strategic investment decisions by developing Channel Foundational data views that provide valuable insight into client behavior and profitability within Channels  Led full redesign of Channel dashboards that implemented centralized production and standardization of metrics and approach across channels  Provided seniorleadership with analytical support in developing comprehensive reporting packages to drive business decisions, while adhering to strict deadlines  Supported new Sales & Service Momentum cadence by leading development of consolidated reporting of all KCB segment field performance at a weekly level  Contributed to multiple cross-functional Client Insights projects including Multi-Year technology planning and Reporting consolidation  Developed goals for Contact Center for Sales and Performance Reviews for over 100 positions  Responsible for troubleshooting any arising issues related to tracking and reporting  Responsible for design, deployment, and support of contact center employee data centered on employee performance, client experience, risk mitigation, and policy adherence  Supported and provided analytic’s, business opportunities and recommendations for Chat, Email, Social Media and Web lines of business
  • 2. Cindy George January 2010 – January 2012: Process Improvement Analyst  Use NICE Database Kit to provide additional reporting and data for analysis through the use of SQL Server Client Tools  Perform detailed analysis of client contact data from multiple data sources  Translate and developed contact center business requirements into technical design requirements  Established and defined practical reporting schedule and process  Identified gaps in data capture and collaboratively implements enhancements  Responsible for publishing reports detailing issues and recommendations for change  Create reports using Cognos Reporting application  Generated suggestions, innovative approaches and ideas for improvements  Using SQL Server validate data weekly for gaps and overlaps to ensure data is accurate for feeds to other systems  Manage hierarchy SQL database for support teams and for data feed to other systems  Use Minitab to provide data analysis and set goals for client surveys  Project related activities include (but are not limited to):Initiation/definition, Business case development, Requirements gathering, Solution design, Testing, Training support, Communications (verbal & written), Tracking & reporting, Identification and management of issues, risks, action items, defects, etc., and Post implementation support May 2003 – December 2009: Financial Analyst III, IC Administration  Analyze and document workflow and business processes across organization to identify and communicate performance trends  Use of analytical skills to provide a recommended course of action  Conduct periodic time studies and apply the results of time allocation and standards across all functions to teamand individual scorecards  Developed and maintained Access databases utilized by the Call Center and Wire Operations  Identify, propose, and lead initiatives to facilitate change that improve processes, increase productivity, quality and cost effectiveness within Performance Management  Responsible for goals and incentive payout for the Call Center  Received Award for outstanding demonstration of Key Values September 1999 – May 2003: Quality Analyst, KeyBank Call Center  After 1 year on phones working as a corporate client internet specialist was promoted to Quality  Responsible for managing relationship between Call Center and operations areas  Received Outstanding Performance Award for work with bank operational areas  Prepared and presented executive level projects and business reviews  Strong analytical and interpersonal skills to effectively lead others to a desired goal  Provided support and testing for Call Center project to bring in call recording system  Completed Call Observes on agents and provided feedback to managers  Completed leader shaping courses including how to coach others Snowhite Donut Company January 1984 – December 1999: Sales Manager  Managed the daily operations of twenty one $150,000 plus restaurants including hiring and coaching of all sales staff  Analyzed and developed company sales initiatives  Reported directly to company president EDUCATION & TRAINING  Six Sigma Greenbelt  Studied at Ohio State University  Cuyahoga Community College – Computer Programming studies  Nice Call Recording systemexpert  SAS training  Completed advanced courses in Microsoft Office Suite  Completed course in Minitab including Basic Statistics and Service Quality Analysis  Microsoft Certified in Sequel Server and Visual Basic.Net  Extensive knowledge Congos and Oracle Reporting  Microsoft Certified Access Programming  Enkata Strategic Services Suite