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business systems analyst advanced resume example with 7 years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Summary

Accomplished Business Systems Analyst versed in customer service, supply chain operations, sales, marketing, account management, continuous improvement, workforce optimization, data analysis, technical support, needs assessment, process design, implementation, and training. Defines, analyzes, and resolves complex enterprise-wide problems. Solution-oriented and driven with superior project management and leadership abilities.

Core Competencies
  • Requirements Definition
  • Technology Implementation
  • Project Management
  • Application Analysis
  • Process Improvement
  • Business Partnerships
  • Technical Specifications
  • Test Plan Execution
Experience
12/2020 to Current
BUSINESS SYSTEMS ANALYST ADVANCED BLUE CROSS BLUE SHIELD OF MICHIGAN City, STATE,

PROVIDE TECHNICAL SUPPORT AND BUSINESS ANALYSIS FOR CALL CENTERS (5200 USERS), WORKFORCE MANAGEMENT, AND BUSINESS LEADERS. LIAISON TO BUSINESS AREAS, IT, WORKFORCE MANAGEMENT, AND SYSTEM USERS.

· Gather and analyze data to better understand business needs and opportunities.

· Evaluate current applications and tools to determine if they can be utilized better and propose new technologies when current tools aren't providing the right support and enhancements.

· Partner with businesses, workforce management, and IT to enhance call flows to improve our customers' experience.

· Assist application development to ensure the application process is delivered on time and within budget.

· Maintain current and create new reporting process automation tools.

· Analyze and evaluate business processes and interfaces to identify gaps and areas of improvement.

· Design, code, test, implement, and maintain moderately complex business applications.

· Develop comprehensive test plans to properly test updates to existing software and implementation of new applications.

· Troubleshoot system issues and provide and solutions based on data and customer experience.

· Trained business personnel in use of systems.

Investigated and addressed system issues to enhance usability and improve functionality.

12/2019 to 11/2020
APPLICATION SYSTEMS ANALYST/PROGRAMMER UNIVERSITY OF MICHIGAN MEDICINE City, STATE,

PROVIDE DAILY OPERATIONAL AND END USER SUPPORT FOR UMHS ASPECT ACD SYSTEM. SUPPORTING ALL HOSPITAL DEPARTMENTS, CLINICS, AND OTHER CALL CENTERS (200 CALL CENTERS, 3300 USERS).

· Work closely with internal IT teams (Voice Arch, Networking), liaison between businesses and IT, and outside partners (AT&T, Cisco, Aspect) to provide integral solutions, operational maintenance, and product enhancements for ACD (Automatic Call Distribution) software.

· Perform critical ACD software configurations, modifications, call flow programming, and essential part of on-call team for emergency issues.

· Gather needs for new call centers to program call flows, update existing call flows to enhance customers call experience, by providing options to route their call to the correct area and the ability for customers to self-service.

· Assist call center leaders, creating and updating reports for staffing and tracking call center KPI's.

· Manage call center issues, updates, and emergencies through Service Now tickets.

· Schedule and track regular and emergency maintenance with the vendor and internal change management team.

09/2016 to 12/2019
BUSINESS SYSTEMS ANALYST/SYSTEM ADMIN OWENS CORNING City, STATE,

PROVIDE TECHNICAL AND ANALYTICAL SUPPORT TO BUSINESSES FOR WORKFORCE MANAGEMENT, REPORTING, DATABASES, AND CALL CENTER APPLICATIONS. (7 TEAMS, 17 REGIONS, 150 AGENTS).

· Monitored employee tasks, evaluating information processing and performance to gauge business functions and inefficiencies.

· Partner with business leadership and IT. Interpreting business needs and collaborating with IT to program and implement changes.

· Collaborate with cross-functional team leads to enhance the customers experience by improving agent’s processes, reassessing staffing needs by leveraging workforce planning tools.

· Analyze and evaluate business processes and application interfaces to identify opportunities for improvement. Presenting findings to leadership, advising on improvements and enhancements to improve customer service and agent efficiencies.

· Analyze data to provide recommendations to enhance customer service team structure, drive productivity, and make same day decisions based on real-time data.

· Manage IT Service Desk ticketing system (Service Now) for call center issues relating to software, applications, and devices.

· Maintain and update all call center data (SQL queries, Power BI reports), applications, servers, and technology inventory.

· Create SOP documentation for all call center applications and on-board and train new employees.

Develop comprehensive test plans to properly test updates to existing software and implementation of new applications.

05/2015 to 09/2016
INSTALLED SALES PROGRAM MANAGER OWENS CORNING City, STATE,

MANAGED STARTUP OF LOWES INSTALLED INSULATION PROGRAM COVERING OVER 800 LOWES STORES ACROSS THE MIDWEST AND EASTERN U.S.

· Created scope of work for the program and led training for Lowes sales reps and installation subcontractors.

· Grew sales from $1.7MM in 2015 to $3.3MM in 2016 by increasing product lines and adding sales incentives.

· Designed and implemented a dashboard to monitor sales and profitability of programs, and for contractors to manage installation jobs, submit completion forms, and receive payment.

· Developed sales package for Lowes sales rep to utilize during in-home sales pitch to demonstrate the efficiency of added insulation.

· Collaborated with marketing teams to sell specific products and packages.

Trained employees on installation safety and equipment use.

Education and Training
Expected in 05/2004
BBA: MARKETING, ENTREPRENEURSHIP
UNIVERSITY OF TOLEDO - Toledo, OH
GPA:
Accomplishments
  • Led ACD call flow clean-up initiative for UM Health Clinics to improve customers experience and prepare clinics for future changes.
  • Utilized data to regionalize customer service teams to improve employee productivity and responsiveness while enhancing the customer's experience.
  • Implemented Service Now to call centers to improve managing IT requests more efficiently.
  • Led implementation and managed Installed Sales program with Lowes, spanning over 800 stores. Increased install sales by 2x, from $1.7MM in 2015 to $3.3MM in 2016 by growing the product line, implementing sales incentive program, and providing analytical sales tools.
Skills/Applications
  • Proficient in Microsoft: Office Programs | Power BI: Data Gathering, Report Building, Data Analysis| SAP: CRM, P.O. Entry, Invoicing, Reporting| SQL: Basic understanding, query structuring, data extraction | Genesys (Interactive Intelligence): Business Manager | Workforce Planning, Forecasting, Intraday Monitoring, Time Off Database Management | Interaction Administrator: User Profile, Licensing Setup, Workgroup Creation, Role Assignment Interaction Attendant | Phone/Email Routing, Call prioritizing | Aspect: Unified IP ACD package: User Profile, Workgroup Creation, Role Assignment, Call Flow Programming, Reporting | Cisco: PCCE

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Resume Overview

School Attended

  • UNIVERSITY OF TOLEDO

Job Titles Held:

  • BUSINESS SYSTEMS ANALYST ADVANCED
  • APPLICATION SYSTEMS ANALYST/PROGRAMMER
  • BUSINESS SYSTEMS ANALYST/SYSTEM ADMIN
  • INSTALLED SALES PROGRAM MANAGER

Degrees

  • BBA

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