Customer Service Quality Assurance

**** *. ********* **** **, Broadview Illinois ****3 331-***-**** *********@*****.***

Tammy Wesley

SUMMARY

Self-motivated, versatile and result oriented IT professional with proven record of delivering timely solutions. Over 7 years of Business Analysis experience utilizing solid experience in all phases of System Development Life Cycle (SDLC) and Business Analysis Techniques, Capability Maturity Model Integration (CMMI).

Over 7 years of experience as a Systems Analyst/Business Analyst in Healthcare and Telecom Industry.

Expert in collecting requirements, documenting and representing the business, Use Cases, Business process improvements, etc.

Experience in writing Request for Proposals (RFP), Statement of Work (SOW) and Standard Operating Procedures (SOP).

Worked extensively on Business Requirements Elicitation, Issue List monitoring, Process Modeling, Gap analysis, Risk analysis, SWOT analysis and development of Functional Specifications.

Extensive Knowledge about all the phases of Business Analysis Life cycle like Requirements Elicitation, Requirements Analysis, Requirements Documentation and Requirements Management.

Very good at writing documents like Business Cases, Vision and Scope Documents, Statements of Purpose and Requests for Proposals.

Objective:

To obtain a full-time position as a Project Leader or a Senior Business Analyst in an environment where I can leverage my current skills and provide value to the organization while continuing to learn, develop and grow into future opportunities.

4/2007 thru 09/2014

McDonald's Corporation

Oakbrook, IL

Project Lead /Business Analyst for “Deployable e*Smart Clock” and “Back Office Support Release”

Mobile Ordering

1.SDLC and Agile Processes

Gathered business requirements for eCommerce “Transaction Level Detail” information using SDLC process.

Created business requirements for Mobile Ordering.

Gathered business requirements by conducting meetings/interviews.

Ensured that all related applications are consistent with the customer's business strategies.

Assisted project leadership in designing the approach for the project, estimating/planning, and setting technical direction.

Assist in the creation of functional and report specifications.

Vendor Solutions/Vendor Management

Facilitated meetings with outside vendors and business groups to create a vendor interface for Owner Operators and store managers to order supplies.

Combined a general knowledge of technology areas with knowledge of the targeted business function to define and document the business requirements.

Consulted with the customer to understand what their technology needs are based on what the customer wants from the technology.

Gathered business requirements by conducting meetings/interviews.

Vendor Solutions (Cont.)

Completed written requirements specifications and developed business process and data models that define the business needs.

Completed written change requests.

Interfaced with vendors to understand whether vendor interface will meet business requirements.

Coordinated development and executed system and acceptance test plans.

Ensured that project deliverables meet McDonald's I/S quality standards as well as Security standards.

Verified data for testing is complete and ready for use by development team

Worked with QA staff to help define, plan, and conduct system, integration, and (UAT); reports results.

Updated business process documentation, including work flows, RACI charts, and procedures as needed.

SharePoint Solution

2.SDLC and Agile Processes

Created process for BA team to maintain documents using SharePoint.

Maintained order of documents on SharePoint.

Removed older files no longer needed from SharePoint.

4/2007 thru 4/2009 McDonald's Corporation Oakbrook, IL

Associate Business Analyst for Restaurant File Maintenance

Created and/or reviewed manuals, how-to procedures, and related user documentation.

Created Release Notes explaining new functionality.

Ensured documentation was targeted to the appropriate audience.

Trained clients, and/or supported clients on use of the new system functionality.

Maintained awareness of the current industry and associated technologies, and, where appropriate, made recommendations for implementation of new/upgraded systems and technologies.

Maintained knowledge of a single business function and initiatives in order to identify where conflicts/synergies existed between technologies and business functions.

Participated in developing standards for their area of expertise.

Responded to business questions from clients.

Created development of business cases and use case scenarios.

6/2006-7/2007 DoubleClick/Google Chicago, IL

Technical Account Manager

Responsible for daily technical support and account service for internal and external clients through interaction via phone, e-mails and direct contact.

Coordinated and provided new clients' training, launch and implementation.

Executed and documented ongoing account management processes and technical verifications to ensure clients programs ran smoothly.

Monitored system activities, such as charting results of performance goals and provided input on methods for program improvement.

2/2004-5/2006 Hewitt Associates Lincolnshire, IL

Benefits Analyst

Responsible for process improvements by identifying the root causes of issues, process delays, and quality problems and responsible for recommending solutions.

Responsible for working with the client, 3rd parties, Shared Services, and Customer Service to resolve participant and plan administration issues.

EDUCATION:

DePaul University

Bachelor of Arts in Computer Science

Minor in Mathematics

Technical Skills:

Restaurant File Maintenance

E*Smart Clock

Point Of Sales

Records and Information

SharePoint

E-commerce.

Core Competencies:

Quality Assurance

State and Tax Regulations

Conversion of Manual Processes

Work Cross functionality with franchisee

References

References are available on request.

2004-2006 Hewitt Associates Lincolnshire, IL

Benefits Analyst

Responsible for process improvements by identifying the root causes of issues, process delays, and quality problems and responsible for recommending solutions.

Responsible for working with the client, 3rd parties, Shared Services, and Customer Service to resolve participant and plan administration issues.

EDUCATION:

DePaul University

Bachelor of Arts in Computer Science

Minor in Mathematics

Technical Skills:

Restaurant File Maintenance

E*Smart Clock

Point Of Sales

Records and Information

SharePoint

E-commerce.

Core Competencies:

Quality Assurance

State and Tax Regulations

Conversion of Manual Processes

Work Cross functionality with franchisee

References

References are available on request.

Contact this candidate