FordPass Guide Resume Example
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.
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Edts, Llc – Augusta , GA
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.
Seaworld Parks – Chula Vista , CA
- Negotiated sales deals between customers and agency, resulting in mutually beneficial agreements and cultivated relationships.
- Built and strengthened relationships with new and existing accounts to drive revenue growth.
- Liaised between internal and external stakeholders, clients and various external vendors to develop and implement client solutions.Field inbound inquiries from prospective advertisers via phone calls.
Develop an understanding of their business profiles, needs, and expectationsDeveloped and maintained a strong knowledge of Google's products and platforms, including Ad Words, Ad Words Express, YouTube, and Google+.
Develop skills as an expert of online advertising and small business marketing practices and trends. Confidently assess your advertisers' digital marketing needs.
Showed enthusiasm for Google products by explaining and demonstrating features and benefits to prospective advertisers. Set sound expectations that lead to satisfied customers.
Provided accurate and appropriate information in response to customer inquiries. Demonstrated mastery of customer service call script within specified time frames.
Achieved customer satisfaction rating of 90% within 9 months, exceeding corporate target
Professional Educators Service Group – City , STATE
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.
- Mentored newly hired guides in company processes and procedures which alleviated employee turnover by 45%.
- Received a promotion within 6 months of hire date as a result of outstanding performance.
- Received Percepta's Perfect Attendance Award for not missing a single day of work in five years.
- Developed methods to integrate the email completion process and to significantly improve workflow efficiency.
- Collaborated with team of 20 in the development of FordPass 101.
- Documented and resolved Quality Assurance concerns from our team which led to a revision of the Quality process.
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Resume Overview
School Attended
- Eastern Michigan University
- Western Governors University
Job Titles Held:
- FordPass Guide
- Account Executive II
- Educator
Degrees
- Bachelor of Science : African American Studies
MBA
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