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Business Analyst Resume

Alexandria, VA

SUMMARY:

  • Hard Working, self - motivated, multi-task oriented Business Analyst in a government contracting team with almost 2 years’ experience and have over 7 years’ experience in the Call Center managing and supporting multi-disciplinary staffs in customer service and collaborating eCommerce AIS design, development, and operations of information/processing systems. Quick learner recognized for excellent time management and analytical skills.

PROFESSIONAL EXPERIENCE:

Confidential, Alexandria, VA

Business Analyst

  • Handle escalated issues from the Patent Electronic Business Center (EBC) regarding the Patent Application Information Retrieval (PAIR) system with regards to outgoing notifications, system issues, and customer complaints
  • Participate in future development and assist in the testing effort for PAIR and other USPTO systems by creating testable user stories and test cases
  • Assist with Outreach projects to improve USPTO supported systems which includes, but not limited to, creating documentation regarding new systems and updates, training and presentations to the IP Community
  • Create and update documentation for upcoming releases, such as Quick Start Guides, announcements, etc.
  • Train the EBC agents on upcoming PAIR releases
  • Responsible for completing and analyzing daily and monthly reports
  • Competent using Rally and the implementation of Agile methodology for project development
  • Demonstrate ability to work with and support cross-functional project teams
  • Handle updating current web pages along with creating websites with new information using Drupal

Help Desk Supervisor

Confidential

  • Supervise a 7 member Tier 2/3 call center team of Technical Support Specialist (TSS) and Clerical Staff in support of USPTO eCommerce initiatives
  • Responsible for technical management and support to the USPTO general public patent e-filing customers and internal resources in the area of eCommerce, specifically the USPTO’s Patent Electronic Filing System (EFS) and related software and systems (EFS-Web, Public and Private PAIR, EBCIS) to include Public Key Infrastructure (PKI), troubleshooting PC configuration and application problems and knowledge input for AIS design, development and operations of information/processing systems.
  • Responsible for daily call center operations and management for entire 25 person call center to include hiring/termination, resource requirements, team morale, training, coaching and counseling of TSS’s, customer escalations/problem resolution and patent forms process management
  • Ensure patent application business processes and procedures are implemented correctly while utilizing CMMI best practices
  • Create and update EBC operational process and training manuals for entire center
  • Provide back-up support to Patent EBC Manager and Supervisors
  • Participated in the achievement of Avaya eGIS sector Level 3 CMMI certification and implemented within the Patent EBC

Technical Service Support (TSS)

Confidential

  • Answer 30 to 40 callers per day and 15 to 20 emails per day for Tier 3 call center
  • Process clerical responsibilities for the USPTO
  • Escalate PAIR and EFS-Web issues to the developers for customer response

Confidential, Cary, NC

Teller

  • Conduct customer transactions while maintaining monetary flow with accuracy
  • Provide outstanding assistance to establish customer loyalty using excellent customer service skills
  • Help other associates to generate a positive work environment and exceed customer expectations
  • Provide customer assistance through in-bound and out-bound calls to customers with regards to bank promotions

Confidential, Cary, NC

Customer Service Manager

  • Responsible for all forms of monetary transactions presented to the cashiers throughout the store
  • Ensure coverage is provided at the front-end and all other outlying registers in the store
  • Train cashiers in customer service to develop and maintain customer satisfaction
  • Delegate tasks to ensure customer satisfaction and maximize profits on a daily basis
  • Maintain a high level of integrity while conducting customer transactions

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