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Business Analyst Resume

Windsor, CT

SUMMARY:

Business Analyst with 12 years proven experience in the environmental services industry, skilled in customer satisfaction, team building, management, leadership, and project management. Strong professional relationship and problem - solving skills, ability to work with little or no supervision, certified scrum master and working in multicultural environments seeking to increase productivity at all levels. Conducted team brainstorming sessions which resulted in 30% higher client satisfaction with the requirements-gathering stage.

SUMMARY OF QUALIFICATION:

  • Data Analytics
  • Business Analysis
  • Strong understanding of formal project management methodologies
  • Extract, Transform, Load (ETL)
  • Budget management
  • Spotfire
  • Tableau
  • Big Data
  • Access
  • Agile Scrum
  • Outlook
  • Risk management
  • Strategic planning
  • Leading and facilitating change
  • Research
  • Business Intelligence
  • Project management
  • Cross functional team management experience
  • Lucid chart
  • Data Entry
  • SQL
  • Customer Service
  • Teamwork
  • React well under pressure and treats others with respect
  • Adapts and able to deal with frequent changes in the work environment
  • Jira
  • MS Visio
  • Develops standard work for daily monitoring and maintenance of extraction and consumption programs
  • SDLC
  • Problem-solving skills
  • Demonstrates accuracy and thoroughness to meet productivity standards in a timely manner
  • Ability to lead project teams of various sizes and see them through to completion
  • Proven track record of vendor management
  • Process analysis, quality control & improvement
  • Effective written and oral communication skills
  • Microsoft Office Suites (Word, PowerPoint, Excel, Pivot Tables)
  • Experience working with EHR
  • Exceptional listening, oral and written communications skills
  • VLOOKUP
  • Leadership
  • Time Management
  • User Story
  • Flow Charts
  • Power BI
  • Salesforce experience
  • Customer Service Focus Strong interpersonal skills
  • Ability to work collaboratively across functional areas
  • Gather, evaluate, and analyze business requirements

PROFESSIONAL EXPERIENCE:

Business Analyst

Confidential, Windsor, CT

Responsibilities:

  • Developed process diagrams and data flow diagrams that improved understanding of system. Project led to a 30% rise in team satisfaction with the application.
  • Involved in a cross functional and self - organized scrum team exploring agile and scrum practices during Sales force implementation project.
  • Part of the team that designed and implemented a project that raised system efficiency by 25% by identifying bottlenecks and redundancies.
  • Conducted weekly brainstorming sessions with the team that generated over 25 implemented improvement ideas per week.
  • Conducts entry level business process analysis, needs assessments and preliminary cost/benefit analysis to align Technology solutions with business initiatives.
  • Increased client satisfaction with our requirements-gathering phase by 20% through department-wide active listening s.
  • Consulted with internal partners to ensure platform design drove value and efficiency.
  • Populated and maintained the configuration workbook.
  • Contributed to 30% increase in annual sales revenue.
  • Setting up new account in MAS via task grid.
  • Liaised between technical staff, business owners and 3rd Party vendor.
  • Inspects and analyzes project sites, and monitors compliance with policies, procedures, and regulations.
  • Serves as liaison between team members and functional area management requesting project.
  • Assembles project teams, assigns individual responsibilities, develops project schedules and determines and acquires resources needed.
  • Translate business requirements into stories
  • Reviews and evaluates work to ensure quality, timeliness and ensures quality control in adherence to policies and procedures (using the contract notes, and the pricing per excellence (PFE )).
  • Supervises teamwork processes and procedures and expenses and supports programs which drive team performance toward departmental and organizational goals.
  • Liaise between the Technology and the business of new systems and enhancement of existing systems.
  • Coordinates with users to determine and document business and user requirements, process flow definitions, and functional specifications.
  • Oversees project personnel needs including coaching,, and evaluating employee performance.
  • Maintaining and updating existing accounts
  • Coding and keying of service and billing codes
  • Responsible for document repositories, maintenance and updates of project documentation library.
  • Run task grid reports for Price review and Setup departments using Spotfire
  • Run daily SLA reports for Project services and Setup departments using excel/Pivot Tables
  • Assists project team with gaining business user acceptance.
  • Reviews progress and evaluates results for accuracy and efficiency.
  • Manage Discipline Growth Expansion Analytics - Creation of service area, retail and heat maps. Work closely with area markets to establish growth opportunities, providing market census data for potential new market areas.
  • Identify Pricing Elasticity opportunity s based on Volume and capacity planning, as well as managing 3rd Party Subcontracting Pricing opportunities.
  • Creating standard operating procedure (SOP) for Northern and Southern California account setup
  • Work with the project services department and project managers in strategic Planning and advising on proper codes for setup
  • Working with liaison officers of the twelve-waste service market areas for updates on tax charges and other billing codes that might be required in account setup.
  • Well versed in Waterfall and Agile delivery models.
  • Work closely with technical team ensure all business/functional requirements get transitioned into technical design specifications.

Customer Analytics Analyst

Confidential, Windsor, CT

Responsibilities:

  • Handles service requests (including, but not limited to empty and returns, extra pickups, service escalations, container deliveries and relocations), emails, inquiries and transactions from various segments within the book of business.
  • Work closely with technical team ensure all business/functional requirements get transitioned into technical design specifications.
  • Communicates concise and accurate information.
  • Maintains relationships with customers that are in line with the program managers and Strategic Account managers expectations.
  • Enhance the customer service function to exceed our customers expectations by providing focused support for the customer.
  • Generate high quality BA deliverables in a timely manner across the project life cycle including Business Requirements Document, Functional Specs, User Stories, Test Scenarios, etc.
  • Documents each request, ensuring service, pricing and other required information are entered into our Acorn system.
  • Resolves customer escalated issues quickly and efficiently by engaging the right people and departments within WM Strategic Business Solutions.
  • Confirms understanding of customer needs, issues, and requests.
  • Uses authorized system to gather and provide information and/or update customer records.
  • Provides standard information and regarding service options, charges, billing, and contracts.
  • Completes cross with Operations, Sales, Billing and Greenleaf.
  • Establish good working relationship and rapport with internal and external business and IT partners.
  • Knowledge of basic Triage skills (Interface file (XML) validation, Running queries, DB validation, etc.).
  • Hands - on application testing skills.
  • Creating and reviewing test cases.
  • Strives to meet or exceed service and operational goals established, including productivity, quality, and timeliness goals of completing assigned queues personal and team. Managing e-mails and calls as well as creating and pulling reports as needed.

Senior Service Representative

Confidential

Responsibilities:

  • Managed high-volume workload within a deadline-driven environment. Resolved an average of 700 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).
  • Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees.
  • Helped company attain the highest customer service ratings (as determined by external auditors), earned 100% marks in all categories including communication skills, listening skills, problem resolution, and politeness.
  • Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus, and dependability in performance evaluations.
  • Escalation of customers’ queries that cannot be resolved on firsthand basis to the appropriate unit for quick and effective resolution.
  • Completed voluntary customer service to learn ways to enhance customer satisfaction and improve productivity.

EHS - Safety officer

Confidential

Responsibilities:

  • Investigated all accidents, incident / near misses / spills and fires to find the root causes and recommended corrective actions.
  • Conducted the monthly Site safety meeting and prepared monthly safety meeting topics.
  • Conducted monthly fire, First Aid and /or evacuation drills.
  • Maintains and implements the site Health, Safety & Environmental (HSE) plan, firefighting plan, emergency evacuation plan.
  • Trained in hazard identification, risk analysis, risk assessment, and job safety analysis.
  • Created safety awareness by promoting safety meetings and presentations.
  • Implemented (PSSR)Personnel Safety & Social Responsibilities in the minds of employee.
  • Carried out a team driven behavioral based safety process to reduce injury and build team skills.

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