Manager Customer Service

Michael J. Feno, MBA

Morrison, CO 303-***-****

linkedin.com/in/mike-feno-761a2276/ ************@*****.***

Business Analyst

Self-directed, results-oriented Business Analyst with over 15 years of professional success focused on the development of accurate and consistent analytical tools to support business decision making.

Highly adept in working closely with IT teams and clients to utilize data in the development of sound business strategies. Leverage strong organization, time management, interpersonal and communication skills to effectively meet deadlines while working on multiple simultaneous projects. Demonstrate a strong aptitude in problem solving and process improvement with genuine customer service skills.

Areas of Expertise

Business Analysis

Team Leadership

Data Management

Document Auditing

Lean Manufacturing Principles

Data Stewardship

Strategic Planning

Information Gathering

Quality Assurance

Cross-Functional Collaborations

PROFESSIONAL EXPERIENCE

Comcast, Denver, CO

Senior Business Analyst

2007 - Present

Oversees the development and execution of multiple projects, serving as a liaison between technical and non-technical departments to support business strategies. Performs gap analysis and root cause analysis on workbooks and systems to improve efficiencies and process effectiveness. Introduces process improvements workflow optimization. Serves as a leader in new product configurations and launches. Continually contributes to cross-departmental training.

Identified and corrected a tax issue, saving the company over $32K per month.

Contributed to migrating customers to new services, increasing customer satisfaction and reducing storage costs for old data.

Time Warner Cable, Englewood, CO

Senior Business System Analyst

2004 - 2007

Served as a project manager for billing system projects, overseeing system standards for data processing and coding for 30+ regional offices. Analyzed and tested new policies and procedures to increase productivity. Performed reviews for database standardization and improved efficiency. Spearheaded process improvements for greater accuracy and standardization. Provided training and communication on new software applications.

Successfully increased sales and reduced call times by redesigning packages and services within the billing system.

EDUCATION & CREDENTIALS

Master of Business Administration Northeastern University, Boston, MA

Bachelor of Science in Business Management University of Southern New Hampshire, Manchester, NH

Technical Proficiencies

Microsoft Office Suite (Word, Excel, PowerPoint, Access), SQL Server

Contact this candidate