Customer Service Project
Resume:
Charity Brandy
Glendale, AZ ***02
(480) 231- 7055
*************@*****.***
OBJECTIVE
I am currently employed as a Sr. Business System Analyst, with a strong
data analysis background.
EDUCATION
DeVry University
Bachelor of Science in Computer Information Systems
February 2003
Senior Project
Worked on a team to build a web site for Arroyo Elementary School.
Developed web applications and created most of the web pages. Helped in
designing the web site that is now up and running for Arroyo Elementary
School in Phoenix Arizona.
Mesa Community College
Associate of Arts in Computer Information Systems and General Studies
May 1999
Member, Who's Who Among Students In Junior College
SKILLS
Software:
Linux Visual Basic Microsoft Office Suite
COBOL SQL Microsoft Access
C Oracle DOS
Visio C++ DB2
Java Dream Weaver XML
HTML C#.Net Visual
Studio
Microsoft Project Windows NT 6 Sigma All Employee
Education
Mercury Quality Center EPIC Method 1 (SDLC)
SOX Information Management Tool
Interactive Query (IQ) Mainframe, AS/400
Operating Systems:
Windows 2000, UNIX, Linux, Windows NT, OS2
Hardware: IBM Compatible PC's
EXPERIENCE
Affiliated Computer Services, June 2007 -
Current
A Xerox Company Sr. Business Analyst
Registration System Sr. Business Analyst
Responsible for the control and tracking required to ensure that all daily
client operations are performed successfully.
The gathering of business requirements, analysis & functional/technical
specifications as well as ensuring that the client is fully aware on
current issues that are of concern to them by providing clear, concise
information regarding the Registration System (RS)/Common Account (CA)
systems. Providing all ad hoc system information requests to the clients;
which includes the analysis, design, build and delivery of reports, to the
assigned clients.
Ensure that the client is sufficiently educated on the International
Registration Plan (IRP)/RS/CA programs and the use of the RS/CA systems to
ensure smooth performance in their specific business processing
environment. I also ensure that system training to clients is provided on
the use of the RS, CA, Interactive Query (IQ) Report Writer, and other
applications on an as needed basis as well as provide web-based training
sessions (webinars) when required. Develop formal test plans/scripts in
order to duplicate a problem as outlined in the work log system or Business
Area Analysis (BAA) document.
Work with development on integration test plans if required, and on
acceptance test plans for use by clients as well as system testing in order
to accurately perform DEV/QA/VTT/Production testing in accordance with
predetermined quality standards. Document the custom functionality that has
been implemented to assigned clients, and update any user reference
material (user manual, reports manual, etc.) with the new functionality.
Act as the primary facilitator between the client and other technical
agencies/entities when problems arise, accessing and processing within the
RS/CA application, while working with various technologies including FTP,
SFTP, SOAP, etc. for transferring of data from/to ACS.
Worked with leaders in installing RS/CA in new client jurisdictions by
working on creating the BAA, test scripts, training program, etc as well as
participating as a member of proposal writing teams to respond to Requests
for Proposals (RFPs) from potential new or existing clients and also
represent ACS at conferences and user meetings.
American Express Business System Analyst Oct 2006 - May
2007
International Merchant Accounts Payable - Genesis/Recon
Worked with leaders to identify and specify application requirements.
Documented the requirements from Business and Technology Partners and
ensure all appropriate Method 1 documentation is complete and the processes
followed for sign-offs. I establish/write test cases, test scripts for
functional testing, validate the test results and communicate the expected
results to the internal team and the business partners. I take meeting
minutes for all the weekly status calls through the phases of the project
and communicate them back both to the internal team and the business
partners to make sure we are all aligned from the start of the project to
implementation/install. I work closely with all internal and external tech
applications to ensure all project schedules and scope requirements are
met.
American Express Litigation Hold Production Analyst Feb 2006- Oct
2006
Was responsible for coordinating and performing the Litigation Hold
functions in production. This includes the daily procedures for end-to-end
process to notify, gather, store, deliver and archive necessary Email and
End User Computing data to support customer requirements. Partnering with
team resources and strategic partners to validate data gathering project
plans and track and monitor progress of delivery schedules. Provide
recommendations regarding process improvements. Required to perform and
document procedures to transfer email and end user computing data to
transferable media and deliver directly to business partners.
Served as a subject matter expert (SME) for the Legal Hold Operations Team
to analyzing the information and serve as a problem solver where issues
exist. Participated in providing 24 x 7 support for production systems as
necessary to proactively protect the integrity, confidentiality, and
availability of information of the company. Proactively reviewing
production measures to safeguard against information and system quality
defects. Prepared and participate in the delivery of communications to
process owners, strategic partners and customers regarding the progress and
delivery schedule.
Created an access database with VB.Net a front end from excel spreadsheets
data cases to help better tract custodians/cases collected on, pending
collections among others.
American Express Services, Phoenix, Arizona May 2004- Feb 2006
Telephone Merchant Services Rep
Provide Best in Class service answering inquiries via phone/internet,
resolving problems, sales, setups, and extensive knowledge of the company's
products and services.
Project Liaison
Created an Access Database from excel data to better assist two departments
(Guideline & Charge-back) maintain their data by storing the kind of calls
handled in each department as well as the results/outcome of this calls,
e.g. escalated calls to supervisors which could be pulled up by
representative, team lead or SDL, types of charge-back's handled and types
of calls that both departments handle per month to be able to gauge service
levels and problem areas.
Assisted in a TBASS project to help track merchant satisfaction.
Was involved in a High Value Merchant Pilot, which gives extraordinary
customer service to the American Express High Value Merchants, and also
involved in a Segmentation pilot that assists new hire representatives to
put their knowledge to work after a few weeks of training in class before
transitioning from class to OJT.
Assisted in an Online Merchant Services (OMS) and Save A Merchant (SAM)
pilot.
Was involved in a focus group to help identify service level satisfaction
from employees.
Helped in an On the Job Training (OJT) for New Hire employees for merchant
services. Helping them navigate through the computer system and answering
questions as they service the merchants.
Nominated for and part of the Merchant Associate Customer Champion Team. I
was able to encourage, coach, develop and direct the service interaction
with the merchant to the expectation of extraordinary service by assisting
my peers deliver extraordinary service by sharing ideas, providing peer
coaching and sharing feedback.
Worked on a project - Misdirected Calls Volume: In this project I had to
research why calls were being misdirected to merchant services and had to
come up with a job aid/solution or ways to reduce misdirected calls in
conjunction with reducing the amount of time spent recognizing when a call
needed to be transferred elsewhere.
Using the experience from a group of my peers, I conducted a focus group to
brainstorm how to improve our ability to quickly recognize where a
misdirected call needs to be serviced. Based on their input and design
ideas I developed a one page, double sided reference sheet that can be used
to identify our most common misdirected call types: Terminal/Processor;
Card; Authorizations; and New Signings.
Discover Financial Services, Phoenix, Arizona 1999-
2004
Skip Tracer
Utilizing the Internet to locate customers. Strong customer service
skills. Excellent communication skills.
Mesa Community College, Mesa, Arizona 1996-1999
Directors Assistant, International Education Office
Marketed to local and foreign countries and recruitment of international
students. Member of Student Committee of Excellence. Worked on Study
Abroad Programs and Grants. Headed the Conversation Partner Program
(Spanish/English). Editor of the International Students Newsletter (Global
Reporter).
Volunteer
Chandler Regional Hospital (medical and surgical wards)
1995 - 1996
Habitat for Humanity, building homes for families that needed a home
2000 - 2006
United Way (Donations) 2000 - 2007
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