Customer Service Systems End User Support Analyst Resume Example
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CUSTOMER SERVICE SYSTEMS END USER SUPPORT ANALYST
Professional Summary
Senior Customer Service End User Support Analyst with over 16 years of successful experience in customer service and information systems. Recognized consistently for performance excellence and contributions to success in wholesale and utility industries. Strengths in knowledge of information systems and customer services backed by training in information systems and business administration.
Skills
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Work History
Customer Service Systems End User Support Analyst, 08/2017 to Current
Mci – Anthony , NM
Mci – Anthony , NM
- Clarified processes and transactions for CCS End Users
- Planned and designed process improvements to meet changing demands of internal and external customers
- Performed root cause analysis to diagnose process inefficiencies
- Assessed business needs and problem areas to create focused solutions for Contract Management
- Developed and delivered in-depth training to users for CCS, imparting knowledge of best practices for efficient processing of data and minimizing errors
- Identified system issues and coordinated with internal IT and/or third party vendors to resolve the issue
- Tested and approved fixes for CCS incidents
- Participated in project planning, design discussions and testing for various projects
- Worked with business to identify requirements for My Account Enhancements
- Lead effort for successful completion of Bill Notifications and Reactive Outage Notification RFP
- Lead the Subject Matter Expert teams for various complex topics including Contract Management, My Account and Owner Allocation
- Monitored SAP Replication and developed identification and correction documents to share with End Users and team members
- Responsible for creating and running reports for purposes of monitoring, auditing and requesting corrections
SAP Upgrade Change Management Lead, 01/2016 to 07/2017
LG&E And KU Energy LLC – City , STATE
LG&E And KU Energy LLC – City , STATE
- Created Change Management strategy to support approximately 800 SAP End Users
- Lead team responsible of SAP security and roles, organizational structure, training strategy, training budget, training development, training delivery and support
- Coordinated meetings with managers in Business Leadership Council to evaluate changes and make decisions on SAP design
- Coordinated efforts to share system changes with End Users through newsletters, fireside chats and meetings with business representatives
- Worked with managers of End Users to identify appropriate training plan(s) for each business group
- Developed flexible training schedule to facilitate End User training for approximately 800 SAP End Users using classroom, WebEx and online training options
Call Center Operations Manager, 09/2011 to 01/2016
LG&E And KU Energy LLC – City , STATE
LG&E And KU Energy LLC – City , STATE
- Developed Social Customer Care strategy
- Developed a Work At Home strategy
- Managed and developed 12 to 14 agents on assisting customer care inquiries by email and phone
- Analyzed customer transaction based data for input on continuous improvement opportunities in processes and email communications
- Participated in interviewing and selection process for RSC new hires
- Participated in and coordinated resources for CCS enhancement testing
- Suggested enhancements to My Account offerings for customers
- Represented the RSC in projects including Corporate Website redesign and platform selection, selection of Social Customer Care platform, Error and Feedback Reporting and Mobile Appointment Booking
- Developed training tools specific for Email Response team
- Developed and implemented a Quality Assurance program for the Email Response team
- Coordinated and created schedules for Email Response team using Apsect eWorkforce
- Worked with other lines of business on inbound and outbound written customer communication
- Worked with other lines of business to resolve emailed customer complaints and inquiries
Customer Care Coach, 07/2008 to 09/2011
LG&E And KU Energy LLC – City , STATE
LG&E And KU Energy LLC – City , STATE
- Trained, supervised and mentored call center representatives on phone, fax and email customer care interactions
- Responded to and resolved customer escalated issues through phone and email interactions
- Researched PSC, Risk Management and Executive complaints to identify root cause, most viable solution and training opportunities
- Established criteria for Quality Assurance program for email communications
- Collected, evaluated, scored and provided feedback on Quality Assurance feedback on email communications
- Conducted My Account training for RSC customer care reps
- Participated in planning, design and implementation of the upgrade from Avaya Interaction Center to Avaya Contact Center Express
- Developed and delivered training material on Avaya Contact Center Express
Education
MBA: Business Administration, 04/2017
Indiana Wesleyan University - City, State
Indiana Wesleyan University - City, State
Bachelor of Science: Information Systems And Operations Management, 12/2008
Indiana University Southeast - City, State
Indiana University Southeast - City, State
Associate of Science: Business Management, 08/2005
Indiana University Southeast - City, State
Indiana University Southeast - City, State
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Resume Overview
School Attended
- Indiana Wesleyan University
- Indiana University Southeast
Job Titles Held:
- Customer Service Systems End User Support Analyst
- SAP Upgrade Change Management Lead
- Call Center Operations Manager
- Customer Care Coach
Degrees
- MBA : Business Administration , 04/2017
Bachelor of Science : Information Systems And Operations Management , 12/2008
Associate of Science : Business Management , 08/2005
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