Customer Service Project
Resume:
EVANS O. KEBABE
New Brighton MN 55112
(C) 651-***-**** *******@*****.***
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OBJECTIVE:
To obtain business analyst position in a progressive organization focused
on creating strategic value through innovative process management,
operations, customer service and technology solutions for consumers, other
interested businesses.
Utilizing my business analysis, project management, and testing skill sets
coupled with proficiencies with innovative technologies and Business
Process Management (BPM).
SELECTED ACCOMPLISHMENTS:
Participated in developing and executing project initiatives, implement
corporate policies and procedures. Experienced working with customers to
resolve difficult issues and create positive outcomes.
TECHNICAL TOOLS:
Internet, A+, Network+, Linux, Microsoft Office Suite, MS
Security+ Project, Visio
Call Center tools - Clarity Oracle DB, MS SQL Server
Negotiation & Communication Six Sigma, Agile Scrum, CMMI
Facilitation & Problem Solving
EXPERIENCE:
Minnesota Workforce center, St. Paul MN 10/2010 -
Current
Operations Process Assistant
. Work closely with the business user to gather business and technical
requirements and manage communication channels between client and
development environments
. Analyze customer and prospect data residing in various applications
and document
Target Corporation Minneapolis, MN 6/2006-
10/1020
IT Project Specialist (Ajilon Contract)
. Demonstrated competency in comprehending and retaining company
information, judgment, speed and accuracy while completing multiple
tasks
. Ensured project meets the expected budgetary and scheduling guidelines
. Diligently monitored project progress using work plan and project plan
tools
. Ensured strict change management practices to meet project timelines
and client expectations
. Applied risk mitigation strategies to project plan to ensure overall
project success
. Effectively communicated project status and issues to management and
presented optional issue resolution
. Analyzed process risks and inefficiencies, and recommended process
improvements
. Ensured client/stakeholder partnership to ensure overall satisfaction
with the project
. Coordinated with all appropriate groups and personnel to ensure
excellent delivery of programs
. Provided all necessary data for tracking, planning, and program
evaluation to ensure high accuracy in program management tools
Elim Care Services Inc. 1/2005-
6/2006
Business Process Associate
. Worked closely with the business user to gather business and technical
requirements and managed communication channels between client and
development environments
. Analyzed Customer and prospect data residing in various applications,
then documented
. Established best practices for consolidating and integrating the data
into our enterprise systems
. Wrote and presented a business summary of findings, suggesting next
steps, highlighting critical success factors, mitigating project
risks, and making recommendations for current and future business
initiatives
. Analyst with strong analytical, problem solving, documentation,
communication, teamwork and interpersonal skills
. Independent thinking and problem-solving, with the ability to work
directly with diverse business groups, anticipated business needs, and
developed tools & processes
University Travel Services Inc. 4/2001-
12/2004
Customer Support Technician
. Handled incoming calls from business clients, responding to inquiries,
resolving customer issues and correcting account errors
. Supervised staff of ten within the customer service department
. Recruited and trained customer service representatives
. Managed the needs/requirements of high revenue commercial accounts
through extensive follow-up procedures
. Performed market research surveys amongst client base to seek feedback
on services techniques, follow-up methods and quality of after
customer service
. Improved customer service based on client feedback through the
development of new policies and procedures
. Received inbound calls from customers and make outbound calls to
customers regarding bill payment
Radisson Inn Hotel - Bloomington, MN
Internship 2001
Business Analyst Support
. Gained domain knowledge of the financial and insurance industry from
the product pricing and compensation structuring perspective
. Interfaced daily with internal partners in accounting, new business,
operations and consumer affairs divisions in order to accurately
respond to inquiries and requests from customers regarding their
accounts and resolve problems within scope of authority
. Managed daily business transactions, forecasting portfolio and
services transition plans
. Responsible for overall customer relationships improving day-to-day
operations following defined business flow
. Played a role in communicating business process improvements or best
practices to the business manager
Health East Systems MN 12/1994-12/2000
Customer Service Representative
. Responsible for customer service in the client records division,
duties included answering customer queries, problem solving and
providing detailed information on new products
. Support the efforts of the staff by responding to customer inquiries
and
service requests, and by performing a wide range of business process
functions
. Worked with new customers in the development of new accounts and the
implementation of new systems
. Assisted in the development of new policies and procedures
. Performed market research surveys on customer needs and requirements
EDUCATION:
MS in Project Management - St. Mary's University, Minneapolis, MN 06/ 2007
BS in MIS - Metropolitan State University, St. Paul MN 12/ 2001
President of African Student Association (ASA) - Metropolitan State
University
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