PHYNICE K. KELLEY

**** ** *** *** **** Springs, MO 816-***-****

E-mail: acvggw@r.postjobfree.com

EXPERIENCE

KANSAS CITY POWER & LIGHT COMPANY, Kansas City, Missouri

Business Systems Analyst II (6/2007 – PRESENT)

Work with the project sponsor to document the project vision and the project’s scope.

Identify project stakeholders and user classes.

Elicit requirements using interviews, document analysis, requirements workshops

Write requirements specifications according to standard templates

Translate high-level business and user requirements into functional requirements

Define quality attributes, external interfaces, constraints, and other nonfunctional requirements.

Lead requirements analysis and verification, ensuring that requirement statements are complete and concise

Participate in requirements prioritization.

Develop test plans for user systems and applications testing

Responsible for coordinating applications testing

Provides communication on project status, answers questions, and explains implementation of new solutions to clients

Facilitates efforts to increase customer satisfaction on service delivery of information technology.

Match appropriate technology solutions to customers' business needs.

Researches information technology business-related problems; meets with department personnel to obtain feedback, develop functional requirements, and technology tool recommendations.

Customer Relations Advisor (5/2006 – 6/2007)

Responsible for partnering with other departments in the organization to present information that benefits the low-income, elderly and disabled community to organizations such as AARP, ECKAN, and Area Agencies on Aging

Responsible for researching untapped funding sources and other available funding for low-income elderly and disabled customers and reporting on the findings.

Assisted in increasing Dollar Aide contributions through awareness and fund-raising campaigns.

Partnered with another department to host the Chip in for Dollar-Aide campaign. Resulted in 5% increase in employee contributions.

Responsible for establishing proactive communication for the purposes of information gathering, relationship building and increasing awareness of KCP& L and other organizations programs available to assist low-income community.

Identified two agencies that were not receiving Dollar Aide/Credits as part of their emergency assistance funds to help those in need and provided the agencies with information on how to access those funds.

Served as Team Lead on building database of low-income elderly/disabled customers, medical customers, social service agencies and LIHEAP customers for the Customer Relations Department.

Assisted with set up and presented at the annual Agency & Energy Forum

Provided training on CIS+ and other systems and processes relevant to the Customer Relations Department

Team Lead Supervisor (Customer Care Center) (9/2000 – 5/2006)

Assists representatives with questions related to billing, electric utility service, collections, pay arrangements, utility assistance, running new service and setting new electric meters

Assists in enriching Customer Service Reps skill and knowledge through coaching and encouraging

Conduct various training classes for Call Center Representative

Reviewed individual performance with Care Center Representatives and coached to department performance goals

Responsible handling one on one sessions, side by side sessions, discipline meetings, coaching,

Develop Business Plans for new projects. Participant in various phases of CIS+ Screens Project Task Force, CCC Letters Project Team, CCC Online Manual project.

Developing Training Program for Customer Care Center that includes eLearning and classroom instruction

Address sick and tardy issues as they happen

Management by Walking Around – Interact with Call Center Representatives for coaching, confidence building in job function, training, motivation, building employee morale

Computer proficient: Windows XP; Microsoft Word, Excel, Project, Powerpoint and Access

TM SALES, INC., Shawnee Mission, Kansas

Product Manager (6/96-10/97 and 7/99-9/2000)

Entered customer orders and fielded technical inquiries

Cross-trained and became proficient in 30 product lines

Assisted product managers in general

Product Manager for 10 product lines maintaining inventory figures, reporting sales and projected revenue

Entered and maintained company Sales Analysis Reports for over 30 product lines

Analyzed Sales Analysis reports for setting revenue goals for upcoming years

CITY OF PRAIRIE VILLAGE, KANSAS

Information Specialist 11 (3/98 – 7/99)

Perform office administration and public relations duties for municipal offices with 20 employees

Produce daily correspondence and compile informational packets

Manage baseball permits and reservations for three baseball diamonds, reservations for five city parks and logistical arrangements for meeting rooms

Interview businesses and write articles for Prairie Village report distributed city-wide

Notable Accomplishments

Set up Laserfiche scanning system among five departments, including password set-up and keywords for reference searches

Revamped employee newsletter from plain to graphically appealing news-style format

Coordinated Mayor's Holiday Tree Lighting, achieving 63% increase in funds raised over prior year

Led Harvesters Food Drive, accomplishing 15% increase in food raised over prior year

Converted manual reservations system to automated system with indexing capabilities

Dispatcher (10/97 - 3/98)

Qualified emergency 911 calls to provide accurate information and facilitate officer safety

Translated Spanish-speaking call for ambulance service directly assisting medical emergency

EDUCATION

Master of Project Management, 2004; Keller Graduate School of Management, Kansas City, MO

Bachelor of Arts, Criminal Justice/Spanish Minor 1995; Indiana University, Bloomington, IN

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