Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Professional Summary
Capable Program Analyst with proven history of enhancing the Department of Veteran Affairs operations. Well-coordinated in addressing problems, investigating root causes and implementing successful resolutions. Pursuing new professional opportunities with room for advancement. Strong leadership and team building skills, proven supervisory skills, and decision making. Effectively negotiate, explain and communicate with internal and external stakeholders. Background includes software development, QA testing, Business Analyst for product deployment, planning, testing and manage releases. Knowledgeable about documentation, schematics and production requirements.
Skills
Proficient in Microsoft Windows Office Suite Word, Excel, PowerPoint and Adobe Creative Suite
Data Analysis expertise
Meeting Facilitation and Planning Meetings
Customer Service-Oriented and Personable
Problem Solving and Organizational Skills
Stakeholder Relationship Management
Project Management, Project Oversight, Project Planning and Development
Team Building, Leadership and Supervision
Excellent Written and Verbal Communication Skills
Feasibility Studies and Monitoring Progress
Change Management and Business Analysis
Risk Assessment and Manage Risk
Recommendations For Change and Continuous Improvement
Resolving Issues and Application Deployment
Software Installation, Software Testing
Work History
11/2015 to CurrentManagement and Program AnalystDepartment Of Labor | Escondido, CA,
Headed 3 large scale project teams specializing in distribute over 39 million dollars in scholarships and student loan repayments.
Developed long-term business strategy by using customer feedback to identify necessary process improvements
Established planning objectives for projects by identifying key issues, approaches and performance metrics
Conduct special analysis, recommend solutions, and develop action plans
Coordinate, conduct, and facilitate internal and external stakeholder meetings
Create and design work processes and systems for stakeholders and customers in timely
manner
Educated key personnel in appropriate production methods to achieve expectations and meet quality control standards
Lead special and confidential assignments to support senior management, project manager for National HR initiatives
Plan, coordinate, and execute business functions, allocate resources, and manage production
Resolve highly complex programmatic and problematic issues in timely manner
Communicate technical information in person and in writing to diverse audiences at functional and cross-functional levels
Plan, coordinate and monitor projects and assignments with competing demands and deadlines
Successfully collaborated with engineers to verify design changes
Increased efficiency and team performance by implementing actionable process improvements
Led team of 4 in administering IT infrastructure
Aligned with staff members to develop, identify and achieve assigned goals and initiatives
Kept project on schedule and within budget while serving as project leader
Increased customer satisfaction through adherence to all quality standards and customer requirements
Oversaw large portfolio of projects to support teams, report progress and influence positive outcomes for key stakeholders
Achieved project deadlines by coordinating with contractors to manage performance
Maintained schedules to ensure that key milestones were being met at every phase
Managed product development lifecycle from conception to release.
Supervised design staff through product creation and release.
Reviewed finished product to determine quality and readiness for release.
Extensive Knowledge of deployment automation and release management
Experience in managing Development Operations (DevOps) teams.
01/2014 to 09/2015Program AnalystAlutiiq Llc | Camp Springs, MD,
Supported Veterans Benefits Administration technology solutions to include; change management, application testing, data integrity management, end-user support and drafting
business requirements
Created and recommended changes that improved workload and work methods for VA employees
Performed budget analysis and monitored project funding
Managed database integrity and offered technical support regarding applications and system issues
Supervised workload and performance management of departmental staff through training assessments and face to face meetings
Collaborated with Senior Executives and Leaders to discuss creation of business requirements to enhance workflow
Improved resource allocation to promote efficiency and deadline management
Fostered client retention by providing efficient service
Oversaw large portfolio of projects to support teams, report progress and influence positive outcomes for key stakeholders
Worked with senior leadership to ensure complex projects were completed on time and under-budget
Achieved project deadlines by coordinating with contractors to manage performance
Defined clear targets and objectives and communicated to other team members
Took active role in company growth by consistently providing quality customer service to promote growth and retention
Increased efficiency and team performance by implementing actionable process improvements
Increased customer satisfaction through adherence to all quality standards and customer requirements by 30%
Established planning objectives for projects by identifying key issues, approaches and performance metrics
Aligned with staff members to develop, identify and achieve assigned goals and initiatives
07/2007 to 01/2014Certified Veteran Service RepresentativeCb Richard Ellis | Yonkers, NY,
Managed claims inventory and associated databases, reconciled files, reviewed claims to determine appropriate action, conducted face to face and telephone interviews with veterans
and various agencies regarding disability benefits
Responded to White House and Congressional inquiries from members, staff, and clients via email, mail, and fax.
Interacted with veterans and dependents to expedite financial hardship cases and claims
Provided customer service to veterans and dependents, resolved complaints in timely manner
Managed high level of case loads, serving more than 300 veterans monthly
Point of contact for new hire and interview candidate site tours
Provided primary customer support to internal and external customers in fast-paced environment
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Fielded customer questions regarding available VA benefits
Trained and mentored new personnel hired to fulfill various roles
Provided constant training to staff on newly developed training programs, including online modules, interactive software used in classrooms, new language labs and computer systems
Designed and facilitated training courses, aligning new learning development and solutions to organization's strategic goals, mission and vision
Traveled to client locations to conduct training classes
Conducted orientation sessions to assess skill levels and areas of strength and weakness
Developed training aids, including training handbooks, demonstration models, multimedia visual aids, computer tutorials and reference materials
11/2005 to 01/2006Customer Service RepresentativeTiffany & Co | City, STATE,
Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
Collected customer feedback and made process changes to exceed customer satisfaction goals
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Educated customers on promotions to enhance sales
Provided primary customer support to internal and external customers in fast-paced environment
Communicated with vendors regarding back order availability, future inventory and special orders
Offered advice and assistance to customers, paying attention to special needs or wants
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
Accepted customer merchandise for repair, valuation, special order, engraving, embossing or etching
Demonstrated thorough working knowledge of Tiffany & Co.’s policies and procedures, product and service offerings and how various departments work and interact
Maintained professional approach during all face to face interaction with all customers, performing necessary customer follow-up in timely manner
Assisted with opening and closing of department assuring accuracy with Point of Sale terminals
Met and maintained established “productivity” goal of assisting 20-25 customers per day while ensuring all security standards are maintained
Provided support and assistance to management and all co-workers with special assignments
Education
Expected in 12/2018Master of Science | Human Services (Clinical Mental Health Counseling)Wake Forest University, Winston-Salem, NC, GPA:
Expected in 12/2011Master of Arts | Pastoral CounselingLiberty University, Lynchburg, VAGPA:
Expected in 07/2004Bachelor of Arts | Fine ArtsUniversity of West Georgia, Carrollton, GAGPA:
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