Business Analyst Resume

SUMMARY

Certified Product Owner | Certified Scrum Master with significant experience in development and implementation of software using Scrum Agile Methods. People oriented, problem - solver, with a strong combination of technical/interpersonal skills. Servant Leader with strong communication skills, time management, cross-functional relationship building and recognized problem solver.
Strengths include expertise in retrospectives, coaching and motivating teams, project management and guiding teams toward the shared vision.
Facilitate meetings, conversations and improvements throughout each Sprint
Continuously engage Scrum Team through Sprint Ceremonies
Facilitate Sprints from vision to potentially releasable products
Assist Product Owner with effective backlog management
Managed Support Staff providing Customer Service and Sales Support
Tier 2 Triage Support on help desk through several system conversions and Company mergers
Developed and Documented Departmental Desktop Procedures for Support Staff

PROFESSIONAL EXPERIENCE

Confidential

Business Analyst

Responsibilities:

Lead and managed Salesforce conversion to lightning/CPQ
Reviewed test plans, loaded test cases and tracked adherence to Release schedules
Coordinate with Cross Functional teams throughout product lifecycle
Tier 2 support for internal departments using our business applications
Facilitated review of Sprint and creation of testing of user stories and Salesforce Releases (Winter/Fall/Summer/Spring)

Digital Fulfillment DNS Administrator

Confidential

Responsibilities:

Responsible for assisting customers with set up of domain based e-mail and website launched
Answer client phone calls assisting with domain based e-mail issues; troubleshoot issues and escalate to engineers when required for resolution
Monitor SLA for departmental mailboxes by ensuring inquiries are processed within 4 hours
Proofread and assisted with creation of new hire training for the URL Management department
Processing of cases through Salesforce, monitoring case age and progress to ensure SLA is met
Assisting new technicians with training on the procedures and workflow
Developing process and procedures for handling of tickets in Jira for web development

Digital Fulfillment Web Consultant

Confidential

Responsibilities:

Created and distributed reports when products launched for executives tracking
Provided a positive client experience during client interviews used to develop and acquire content
Developed website that met SEO objectives to promote the customers industry and google search categories
Ensured client satisfaction and completed the onboarding process by walking clients through completion

Confidential

Customer Service Supervisor

Responsibilities:

Coaching of customer service representatives in an effort to provide 100% customer satisfaction
Handling escalation from customers; provide recommendations for customer complaints
Responsible for staffing including interviewing, hiring, termination and scheduling for optimum coverage
Communicate, implement & interpret new and existing policies and procedures; creating metrics for initiating and scoring reviews and evaluations for company bonuses and merit increases
Researched and processed techniques for phone scripting to meet Public Utilities Commission regulations