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Business Analyst  Resume

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OH

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SUMMARY:

  • 20 years of customer service experience in an office setting, supporting Executive Team members, and Franchise Owners.
  • Ability to lead others to meet the common goal of the organization.
  • Ability to communicate, present, and train people at all levels.
  • Experience in new hires and on boarding new staff members.
  • Excellent reputation for maintaining customer service standards.
  • Goes the “extra mile” for customers and colleagues.
  • Dedicated, efficient, goal and deadline oriented.

PROFESSIONAL COMPETENCIES

  • Leadership/Supervision
  • Customer Service
  • Training/ Development
  • Problem Solving
  • Multi-tasking
  • Team Player
  • Active Listening
  • Works Independently
  • Brainstorming Ideas
  • Goal Oriented
  • System Testing
  • Troubleshooting Skills

PROFESSIONAL EXPERIENCE:

Confidential, OH

Business Analyst 

Responsibilities:
  • Responsible for analyzing user interface screen to ensure ease of use, logistics of data entry, and identifying if applicable, fields are required.
  • Analyze, Compare and Test End User Screens Designs to ensure proper functionality.
  • Worked directly with the President and COO to implement weekly and monthly billing goals.
  • Managed a team of 6 eCommerce Graphic Designers and maintained weekly billing activities.
  • Performed online site demonstrations regarding how to navigate and purchase client branded merchandise.
  • Worked directly with 150+ Franchise Owner in the development and support of company store builds, designs, system behavior, maintenance and order processing.
  • Worked with end users and their representative in administering product updates to their company store site.
  • Accompanied Franchise Owners to onsite visits for presentation and implementation of the company store concepts.
  • Created monthly billing report for our Internal Accounting to process billable work active to Franchise Owners.
  • Traveled and participated in Proforma’s Annual Franchise Owner meetings.
  • Worked with the ERP design team to create Business Process Review Documents in preparation of identifying and selection of a new ERP platform.
  • Worked directly with the Chief Technology Officer, Chief Financial Officer, and the Software Development Team to design/implement Microsoft Dynamic AX2009 ERP system. These modules included CRM, Order Management, and Inventory Management.
  • Worked directly with the Senior Microsoft Dynamic AX Consultant in implementing the Inventory Management Module to a multimillion - dollar franchise Owner in support of their warehouse management needs.
  • Presented Proforma’s Technology Overview in Discovery Day to prospective/existing Owners/Sales Reps/CSR in a classroom setting.
  • Traveled and Participated in Proforma’s Annual Franchise Owner meetings.
  • Worked directly with the Chief Technology Officer and Manager of Technology to develop an Order Management training agenda for new and existing Franchise Owners and their Sales Representatives.
  • Created ‘user quick reference guides and user manuals for users.
  • Worked with the Help Desk Team members to create online tutorials or franchises owner on use the order management systems.
  • Wrote and implemented Help Desk Service Level Agreement policy.
  • Managed a team of 8, in the hiring and dismissal of Help Desk Team members.
  • Trained of Help Desk Team members.
  • Worked with Information Technology Manager to setup new Proforma Help Desk.
  • Answered calls/inquiries from Franchise Owners, Sales Reps, and CSRs on how to enter customer billing and vendor invoicing information.
  • Worked with Franchise Owner and team members to troubleshoot order processing exporting customer bills and vendor invoices.
  • Worked with Franchise Owner and team members to back up critic billing information to their desktop or removable drives.
  • Worked with the Technical Design Team to automate processing of customer bills and vendor invoices.
  • Trained Order Processing Team members on how to retrieve, download billing information, troubleshoot processing issues and resolution management.
  • Worked directly with the Order Processing Manager to develop service level agreements on billing process.
  • Created internal business process documents and training guides.
  • Responsible for entering Franchise Owner customer billing information along with vendor cost for payment.
  • Research customer billing and vendor cost.

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