LiveCareer-Resume

sr implementation analyst resume example with 20+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Summary

Results-focused Implementation professional with strength in organization, analysis, follow through and Project management. Proactive leader with strengths in communication and collaboration proficient in Microsoft suite. Adept at managing concurrent objectives to promote efficiency and influence positive outcomes for successful implementations. I am enthusiastic and will provide superior skills in working in both team-based and independent capacities. Bringing strong work ethic and excellent organizational skills to any setting. Excited to begin new challenge with successful team.

Skills
  • Project Management and Implementation
  • Analysis Implementation
  • Customer Service Management
  • Client Relationship Management
  • Implementation support
  • Application Delivery Requirements Analysis
  • Knowledge of Product Line
  • Collaboration and product coordination
Experience
Sr Implementation Analyst, 09/2016 - 03/2020
Iqvia Holdings Inc Houston, TX,
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Providing clients with solutions relating to financial services
  • Improved customer satisfaction by finding creative solutions to problems.
  • Created agendas and communication materials for team meetings.
  • Supported Product management department by compiling paperwork and taking detailed meeting minutes.
  • Proficient in Microsoft Products; Excel, Microsoft Project, Word, Power Point.
  • Simultaneously managed Implementation of multiple projects.
  • Completed Multiple Startup projects resulting in successful implementations.
Client Service Analyst, 04/2013 - 08/2016
Fiserv, Inc. Tennessee, IL,
  • Completed diverse tasks on a daily basis to serve our small business merchant requirements, including processing refunds, credits, adjustments, and managing account updates like, DDA, address changes, email changes etc.
  • Working closely with our Sales Teams to manage the on-boarding and review of the client portfolio.
  • Documented conversations with customers to track requests, problems and solutions.
  • Processed customer account changes.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Prevented key account losses by researching discrepancies for corrective action.
Technical Customer Support Specialist, 03/2011 - 04/2013
Connectwise Coral Gables, FL,
  • Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Assisted online users via live chat, web conference and phone to resolve issues related to POS equipment use and access.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Supported small business customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
Technical Support Customer Service Rep, 09/2010 - 02/2011
Ge Appliances Portland, ME,
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
Consumer Service Specialist, 03/2008 - 05/2009
Conagra Brands Inc. City, STATE,
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions and resolving issues quickly.
  • Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Answered daily phone calls to resolve complaint customer issues efficiently and maintained a 98% compliance and accuracy.
Meeting Planner/Travel Coordinator/Consultant, 07/1995 - 08/2008
American Express Travel/Homeland Travel City, STATE,
  • Wrote agendas and notes and sent out automatic notifications for upcoming meetings.
  • Assessed events planning services and related costs.
  • Organized venues, budgets, guest lists, catering and event timelines.
  • Initiated negotiations with vendors and subcontractors to maintain event budget.
  • Maintained close communication with clients to mitigate service issues.
  • Organized corporate luncheons, dinners, conferences and special events.
  • Asked open-ended questions to best understand client needs and determine best travel offerings.
  • Handled travel arrangements for groups, couples, and individuals travelers.
  • Took payments via credit and debit cards and handled all sensitive information with professionalism and discreteness.
  • Researched and created memorable and exquisite travel itineraries.
Education and Training
Bachelor of Arts: Human Resources Management, Expected in 05/1992
-
Bellevue University - Bellevue, NE
GPA:
Status -
Additional Information

PREVIOUS EMPLOYMENT

Company: ConAgra Foods & American Express Travel:

Title: Customer Service, Meeting Planner, International Travel Coordinator, Quality Assurance Analyst, Group Coordinator.

SKILL:

~ Hard working independent worker providing excellent customer service support.

~ Organized group travel for business and incentive travel - groups ranging from 10 - 500 attendees.

~ Coordinated meetings for the groups from airline tickets, airport pick-up, hotel stays, daily meeting room needs and meal selection.

~ Organized incentive leisure activities for the groups attendees e.g attending a baseball game, or concert paid for by the fortune 500 companies.

EXPERIENCE:

* Multiple groups and constant communication via telephone or email with parties involved.

* Experience setting up zoom (GoTo) meeting, leading weekly updates from Project initiation to end.

* Providing training via zoom (GoTo) meetings on how to access the implemented applications and navigate around the website.

* Coordinating with Training department to assure training is scheduled and clients attendees have received answers to follow up questions.

* Providing meeting notes to recap weekly meetings updates on Project Progress.

Certifications
  • First Aid/CPR
  • ICTA - Institute of Certified Travel Agents
  • How to Supervise people
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Resume Overview

School Attended

  • Bellevue University

Job Titles Held:

  • Sr Implementation Analyst
  • Client Service Analyst
  • Technical Customer Support Specialist
  • Technical Support Customer Service Rep
  • Consumer Service Specialist
  • Meeting Planner/Travel Coordinator/Consultant

Degrees

  • Bachelor of Arts

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