SUMMARY:

• Dynamic, driven, process - oriented business analyst with experience optimizing business processes to support organizational objectives.
• Proven stakeholder requirements, define project scope.Ability to seamlessly translate technical concepts into actionable business solutions that drive system efficiency and productivity.
• Partner with Leadership & Development team to train/educate users. Accustomed to wearing multiple hats to support the success of projects.
• Graduating student with solid professional experience, looking for a fresh start in an organization that values hard work from dedicated resources who are accountable for their actions, and who take pride and ownership in their work.
• Cross-functional Business Analyst skilled in multiple disciplines including business systems analysis, Business Process Management, customer experience management and quality assurance.
• Responsible for evaluating business requirements and collaborating with a cross-functional project team to deliver process improvements or new or enhanced software systems and integrated solutions.
• Accustomed to working in a fast-paced, high-profiled environment with the proven ability to manage multiple, competing priorities and blend multiple disciplines to deliver high quality solutions.
• Experienced in performing needs analysis, and gap analysis to identify opportunities for improvement, and document the value to be realized by the business if projects are approved.
• Skilled in eliciting detailed business requirements and translating business requirements into solutions.
• 4 years of technical writing experience architecting, writing, and editing technical documentation.
• Results-oriented, self-starter with the ability to build relationship and utilize an integrated team approach to identify the needs, problems and opportunities of the organization.

PROFESSIONAL EXPERIENCE:

Confidential

Seasonal Inventory Specialist/ Press Operator

Responsibilities:

• Responsible for preparing, operating and maintaining a Screen Press or a Direct to Garment press to produce high-quality product for final processing in the fulfillment department.
• Perform preventative maintenance, conducts minor repairs and reports any mechanical defects.
• Troubleshoot problems to resolution, Understand all aspects of production, and Pack and ship customer orders

Confidential

Business Process Analyst/ Service Lead

• Worked with stakeholders to deliver a comprehensive understanding of processes / functions, integration points, risk assessment and mitigations. Documented business requirements and performed all business analysis activities to support new product releases and new project initiation.

• Responsible for Servicing Group process improvements for Due-Date Changes, loan reinstatement, payment extensions, account verifications, demographic changes, complaints, deferments, reinstatements, fee waivers, CBR disputes and outbound collection calls which align with Exeter’s policies, procedures and safety guidelines, state and federal laws or other applicable regulations and standards.
• Subject Matter Expert for Customer Service Unit business processes with the ability to perform ANY function within the Customer Service team scope.
• Scheduled and Facilitated requirements meetings. Created requirement documents, worked with stakeholders for approval of requirements. Uploaded documents to SharePoint documents repository.
• Responsible for building trust relationships and managing stakeholder expectations.
• Created traceability matrix to map design documents and test cases to business and functional requirements.
• Supported critical call-center outages. Served as a backup for inbound calls and outbound collection efforts.
• Created workflow diagrams, screen mock-ups, etc. to support functional requirements.

Confidential

Customer Support Representative

Responsibilities:

• Contractor assigned to the A&T U-verse account, providing first level support to customers, answering incoming calls for Voice, Video, and Data.

• Provide activation support for FTTP, and FTTN Field Technicians, during customer installations.
• Create trouble reports, Analyze and isolate trouble conditions,
• Provide customers with order status, Initiate service order corrections and changes.
• Work with customers, on the telephone, to isolate/resolve problems with equipment at customer location.

Confidential

Pharmacy Research Analyst

Responsibilities:

• Supported the Pharmacy services leadership team, including the PSR Manager and PSR Supervisors

• Responsible for analyzing internal processes failures and rework opportunities and implementing process to foster a pipeline of improvement ideas in each functional area and facilitating an ongoing issue identification with opportunities for process and quality improvements.
• Worked with all levels of management to identify and implement changes to the operation that enhanced quality, improved efficiencies, and reduced service turn-around times.
• Partnered with site Quality Management and Customer Service Ops to ensure Quality Driving Plans were developed and executed. Compiled and analyzed quality results. Presented quality trends and improvement opportunities to leadership team.
• Developed SOPs, training aids, and work instructions to streamline processes across the organization.
• Conducted root-cause analysis of service failures and presented findings with recommendations for improvement to senior management.
• Identified and shared actionable intelligence for continuous improvement initiatives and program adjustments to drive incremental improvement in both quality and compliance scores.
• Designed mocks ups for automated coaching packets and self-service reporting features. worked with Analytics and Process Improvement using an iterative development approach for fastest delivery of product features to meet customer demand.
• Effectively built trust relationships with business stakeholders to complete the project.

Confidential

Childcare Provider

Responsibilities:

• Provided patient, friendly, reliable childcare.

• Apply developmentally appropriate approaches for guiding children’s behavior.
• Provide written and verbal communication to parents.
• Followed licensing regulations, observed and provided feedback on children’s development.

Confidential

Childcare Provider

Responsibilities:

• Worked with children ages infant to 5 years old.

• Provided patient, friendly, reliable childcare.
• Assisted in implementing developmentally appropriate activities for children.
• Applied developmentally appropriate approaches for guiding children’s behavior.
• Provided written and verbal communication to parents
• Followed licensing regulations, observed and provided feedback on children’s development.

Confidential, Dallas, TX

Technical Writer / Customer Support

Responsibilities:

• Collaborated with business analysts and development for knowledge transfer of application features and system requirements to develop content for technical proprietary software documentation.

• Created technical documents to support training, and testing of systems, applications, and interfaces. Modified technical documents to address design changes from development or defects identified by quality assurance.
• Provided First-line of defense support for customers requesting assistance and training with proprietary software applications.
• Logged Trouble Tickets in Tivoli Management Tool to document customer issue.
• Initiated Change Request Forms for customized changes and escalated to the appropriate department for resolution.
• Matched invoices and purchase orders, coded the invoices to the appropriate project.
• Managed a variety of administrative duties including filing, faxing, copying, etc.
• Drafted correspondence and responses to customer concerns as directed by management.