Seasoned Business Analyst offering 10 years of Sales and Customer Service industry success. Expert on business and systems requirements, user acceptance testing and end-user training. Accomplished at leveraging past lessons to inform future decision making.
Deliver exceptional customer service to FordPass Members through the phone, chat, and email.
Identified and documented detailed business rules and use cases based on requirements analysis.
Participate in meetings with stakeholders, and Teletech Business Consultants to assist with test cases and use cases systems. Also collaborated for system enhancements for the program. These process improvements currently help the company save 25% of it's allocated budget for the quarter. Assisted the team with questions and process as they occur on a daily basis. Run daily metric reports and collaborate with Workforce Management to ensure service levels are accurate. Also routinely analyze data and create reports for management. Run the status board to know when calls are coming in and manage with breaks and lunches.
Identified and documented project constraints, assumptions, business impacts, risks and scope exclusions. Synthesized current business intelligence data to produce reports and polished presentations, highlighting findings and recommending changes.Documented business workflows for stakeholder review.
Developed individual educational plans (IEP) designed to promote educational, physical and social development.
Established and communicated clear objectives for all lessons, units and projects to both students and parents.
Wrote and presented documents for Individual Education Plan conferences. Administered the Woodcock Johnson, MEAP and Performance Series standardized tests. Conducted small group and individual classroom activities with students based on differentiated learning needs.
Developed interesting course plans to meet academic, intellectual and social needs of students.
Conducted routine meetings with stakeholders regarding their children's in-class issues and learning interruptions to create a plan of action. Taught high school Literature. Instructed various levels of Algebra I and Algebra II to a class of 30 students. Combined discipline plan with effective measures and various lesson plans to increase concentration and pupil success.
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