Customer Service Project
Resume:
DONNA LANIR
ADDRESS: **** ********** **, ***** ***** PHONE: 214-***-**** EMAIL: **********@*****.*** Page 1 of 3
Sr. BUSINESS ANALYST
Highly analytical, dynamic, intuitive, and results-oriented professional, offering comprehensive experience in providing business analysis and IT services across multiple industries in both domestic and international business settings. Demonstrate proven capability to drive business success and achieve company goals and objectives in a specific timeframe without sacrificing the quality of the result. Exemplify competency in determining operational objectives by studying business functions; gathering information; and evaluating output requirements and formats. Thrive in building solid relationship with the stakeholders and capable to work well with people in all levels of the organization. Exhibit strong work ethic and exceptional skills to multitask; combined with the ability to work efficiently and effectively in a fast-paced and competitive environment. Possess excellent organizational, interpersonal, problem-solving, and communication skills; bilingual in English and Hebrew.
Functional Design
Software Configuration
System Deployment and Administration
Product Development Integration Retail SaaS
Payments/Electronic Payments
Time Management and Prioritization
Customer Service Management
Implementation
Quality Assurance
Business Analysis
Technical Troubleshooting
Strategic Planning and Execution
Business Improvement and Analysis
Problem Resolution and Decision-Making
Functional and Process Optimization
System and Network Issue Analysis
Information Security
Functional Training
Sr. Business Analyst –Retalix10 2012–2017
Employ extensive knowledge of retailer business processes and R1o application in analyzing business needs, defining requirements, rendering hands-on support, and delivering suitable solutions to customers.
Serve as a key resource on product design and keenly review requirements and develop across-the-board analysis.
Take responsibility for the creation of appropriate applications and a comprehensive global system design
Directly interact with customer to lead workshops, requirement reviews and establish compliant business solutions, in coordination with development and project managers.
Provide a wide range of technical support to clients, which include onsite support, configuration support, and key customer training.
Cultivate working relationships with stakeholders and clients, building trust and understanding of business needs.
Establish payments integration requirements and troubleshoot points between OpenEPS with R10 and StorePoint POS platforms (ability to read communications between each point).
Apply subject-matter expertise on all functional issues in identifying, validating, and resolving. Acting as point of escalation for all customer service issues.
Prepare and maintain various product and project documentation, which included functional specifications, gap analysis, high-level solutions, deliverables.
Maintain proactive engagement in the entire product development process, from review and approval of design to development and quality evaluation of solutions.
Cultivate harmonious working relationship with diverse teams across the organization, which include the Research and Development (R&D) Department, Quality Assurance (QA) Team, Integration Team, as well as project managers and delivery managers.
AREAS OF EXPERTISE
RELEVANT EXPERIENCE
PROFILE
NCR Retail Division (Retalix) – Plano, TX
(Software Company)
DONNA LANIR
ADDRESS: 6731 Northcreek Ln, TEXAS 75240 PHONE: 214-***-**** EMAIL: **********@*****.*** Page 2 of 3
Business Analyst Designer–Store Point 2011–2012
Took responsibility for the entire product design process, which included requirements gathering; recommendation of the best fit solution to customer; across-the-board analysis of the desired application; and development of a comprehensive global system design.
Established a high-end solution by directing customer requirement reviews, in collaboration with development and project managers.
Closely monitored the review and approval of proposed design as well as the final stage of solution development; carried out keen evaluation of the solution to ensure compliance with design requirement prior to its release to the QA Team.
Coordinated with different departments of the company, which included R&D Department, QA Team, and project managers and delivery managers.
Integrated designs among multiple interfaces through application of comprehensive product knowledge.
Keenly prepared various technical documents, which included functional specifications, gap analysis, and high-level solutions.
Sr. Business Analyst – XStore/Micros POS 2015–2016
Collaboratively worked with the upper management to gain knowledge of existing organization processes to define business requirements as well as master-plan and develop suitable system changes.
Apply subject-matter expertise on all functional defects in identifying, validating, and resolving defects.
Take responsibility for the creation of appropriate applications and a comprehensive global system design.
Maintain proactive engagement in the entire product development process, from review and approval of design to development and quality evaluation of solutions.
Established a high-end solution by directing business requirement reviews, in collaboration with development and project managers.
Keenly prepared various technical documents, which included functional specifications, gap analysis, and high-level solutions.
AMERICAN INTERNATIONAL GROUP – Petah Tikva, Israel
(Insurance company)
Business Analyst Consultant 2010–2011
Collaboratively worked with the upper management to gain knowledge of existing organization processes to define business requirements as well as master-plan and develop suitable system changes.
Spearheaded the implementation of specified requirements and design, which entailed facilitating training for end users; clearly conveying product detail and design; as well as working with developers and the QA Team. COMTEC GLOBAL INC – Petah Tikva, Israel
(Provider of the next generation of insurance software solutions) Business Analyst Consultant 2007–2010
Handled the preparation of project requirements and specifications per project and coordinated with foreign customers throughout the development and implementation of projects including technical communications.
Worked with and provided technical support to customers during project development as well as facilitated system training for overseas customers through phone, mails, and onsite.
Took responsibility in producing documentations of functional specifications and index of technical terminologies.
Played a pivotal role in bringing first critical cycle of the project to full circle; thereby achieving company goals in a specific timeframe.
Signet (Zales Jewelry) – Irving, TX
DONNA LANIR
ADDRESS: 6731 Northcreek Ln, TEXAS 75240 PHONE: 214-***-**** EMAIL: **********@*****.*** Page 3 of 3
SEAPASS SOLUTIONS INC – Tel Aviv, Israel
(Leading developer of cutting-edge technologies for the American insurance industry) Business Analyst 2006–2007
Functioned as key personnel throughout the preparation of project requirements, product detailed design, definitions, and specifications.
Spearheaded the product development and implementation processes as well as tracking and version management.
Initiated the creation of unique design modules, features, and initial scope,
Partnered with the QA Team in fixing defects and conducting bug fixes. ISRAELI DEFENSE FORCES – Israel
Sergeant Israeli Army
Bachelor of Science in Technology Management: 2008 With Specialization in Information Systems and Project Management Holon Institute of Technology, Holon, Israel
Microsoft Office Suite 2010–Word, Excel, PowerPoint, and Outlook MS Visio XML Basic SQL SharePoint
OTHER EXPERIENCE
EDUCATION
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