Elaine Pumares – Business Analyst, Subject Matter Expert

I am a seasoned support staff with 10 years of experience in the BPO industry. I started working as a technical support representative and then switched to customer support. I worked as a health advocate before transitioning to different support roles in my last company where I stayed for 7 years. I assumed the role of a training intern that handled classes with a 4-month curriculum. This role has honed my facilitation and administrative skills and further enhanced my soft skills.

After handling classes, I became an Operations Subject Matter Expert. I supported the Operations team by taking escalated calls and auditing calls. Additionally, I supported business performance improvement plans by creating training material and conducting refreshers for agents and managers. I was also the lead SME and was responsible for making sure that the operations agents are getting enough support from our team.

I then moved on and became a business process analyst. This was a turning point in my career as I learned a lot from this – understanding business needs, identifying opportunities for improvements, cleaning and analyzing data, and using these to make business decisions. I was taught Excel and learned to love it. It paved the way for me to meet a lot of talented people across the organization. We collaborated, brainstormed, and solved problems. In this role, I have supported the rollout of several automation projects that led to improved constituent satisfaction and ultimately increased business revenue. In this role, I received several recognitions and awards. I was even sent outside of the country to participate in an employee recognition program for my contributions to the business.

After being a business analyst for automation projects, I joined an agile team. We were responsible for identifying desktop, digital, and IVR opportunities for the entire enterprise. We created presentations that showcased these opportunities, proposed solutions, and created corresponding business cases. We had to liaise with stakeholders, solution architects, information technology teams, scrum teams, and developers to implement these solutions. Working with end-users was also critical in this role. We had to solicit feedback regularly, get back to our stakeholders, and make sure that any issue is addressed timely. I loved what I did as a business process analyst. There was always something new to discover, more people to meet and learn from, and opportunities were always present that encouraged me to think outside of the box and show what I can bring to the table.

All of these past experiences have trained me to become reliable, flexible, and creative. I have learned to go above and beyond. I believe that there is always something new to learn and I always look forward to sharing my talent and adding value to what I do and the people I serve and work with.

For a copy of Elaine’s resume please click here.