business support consultant resume example with 15+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - : - -
Professional Summary
Experienced customer and team-focused, utility industry
professional with extensive background in quality, strategy planning and execution,
internal controls,and customer service. Skilled in problem solving, action planning, and goal visual management with a MBA concentrated on the Value Driven Organization from Central Michigan University.
Skills
Process improvement
Complex problem solving
Excellent analytical and methodical skills
Driving continuous improvement
Customer Focus
Results-oriented
Partnering with cross-functional disciplines
Critical and creative thinking
Work History
08/2015 to Current
Business Support ConsultantApex Systems – Melville, NY,
Ensured accomplishment of team goals through effective design, development and implementation of reporting and visual management.
Provided operational support in the form of data analysis and
response development to 2016 estimation order from our regulators, the Michigan Public Service
Commission.
Developed
strategic recommendations based on data insights and analysis to key operations
to drive operational excellence within the Customer Operations organization.
Lead and facilitate problem solving efforts focused on improving the customers experience and satisfaction as well as to reduce waste, and improve process inefficiencies to close the gaps to success.
09/2011 to 08/2015
Business Support AdvisorJohn Crane Inc – Crystal Lake, IL,
Performed Entity
level controls testing including interviewing process owners and collecting
documentation for PwC.
Responsible
for department budgeting and variance analysis.
Supported management throughcontrol testing and process improvement procedures.
Gathered data and facilitated documentation transfersfor internal audits.
Met with organizations within the meter to cash spectrum to identify and assess business controls, risks, process gaps and work flow inefficiencies.
Mapped process activities to identify and mitigate operational inefficiencies.
04/2008 to 09/2011
Theft InvestigationsConsumers Energy – City, STATE,
Assigned tasks to investigators,lead projects, tracked progress and updated managers, and peers as necessary.
Created job aids to assist the department in
conjunction with the SAP implementation.
Contributed to SAP CRM7 Blueprinting
and performed user acceptance testing for SAP change management.
05/2005 to 04/2008
Customer Service RepresentativeConsumers Energy – City, STATE,
Obtained knowledge of
the utility industry and company policies and procedures.
Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
Education
Expected in 2016 to to
MBA: Value Driven Organization Central Michigan University - Mount Pleasant, Michigan, United States GPA:
Expected in 2013 to to
BBA: Business Management Davenport University - Lansing, Michigan, United States GPA:
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