Support Analyst Business Operations
Resume:
Muna Omer, MS
ad0p6q@r.postjobfree.com
PROFESSIONAL SUMMARY:
A motivated Business Systems Support Analyst with a MS in Organizational Leadership and Project Management. Expert in support, troubleshooting, and minimizing disruptions in business operations. Skilled in Salesforce, ticket queues, and process enhancement. Proficient in onboarding, training, and offboarding staff. Strong communicator and collaborator, achieving academic excellence and student support.
Guild Education Denver, CO
Business System Support Analyst 3/2020 – 5/2023
•Provided technical support to internal departments by efficiently troubleshooting system and tool issues, ensuring uninterrupted business operations.
•Demonstrated expertise in Salesforce administration, playing a pivotal role in ensuring a streamlined onboarding process for new employees within managed systems.
•Leveraged my proficiency in Salesforce to create new workflows, reports, and dashboards that enabled data-driven decision making for enhanced productivity. These insights contributed to the identification of opportunities for process optimization and improved overall operational efficiency.
•Actively contributed to the setup and troubleshooting of a new telephony system, ensuring its smooth implementation and optimal performance.
•Effectively managed the Zendesk ticket queue, ensuring timely resolution of submitted issues and maintaining a workload of 10-15 tickets per day.
•Created comprehension documentation on Salesforce usage, empowering new and existing team members with navigating the platform and thereby improving outcomes.
•Successfully managed a portfolio of high-value clients, ensuring their needs were met and expectations exceeded.
•Leveraged expertise in Salesforce to create tailored solutions and workflows, driving customer success and product adoption.
•Proactively identified and addressed potential issues, resulting in a 20% increase in customer retention rates.
•Collaborated cross-functionally to advocate for customer needs and drive product improvements.
Guild Education Denver, CO
Student Success Advisor 4/2019 – 3/2020
•Provided practical and developmental guidance, respecting each student’s individual path.
•Facilitated student exploration and navigation of educational and personal goals.
•Coached and guided students in overcoming the complexities of balancing work, education, and personal commitments with an online learning environment.
•Supported and oversaw a caseload of 150-200 working adult students, engaging through phone, email and text, focusing on goal-setting, effective time management, and strategies for achieving academic excellence.
Guild Education Denver, CO
Enrollment Advisor 4/2018 – 6/2019
•Coordinated and organized necessary documents pertinent to the start term for students joining Brandman University and Wilmington University.
•Evaluated strategies to enhance the enrollment process for both the team and students, aiming for improved ease and management.
•Maintained daily communication with students through various channels, including phone, email, and text, ensuring their successful progression toward acceptance into their chosen universities.
•Assumed a coaching role, providing proactive support to students and functioning as an accountability partner throughout the entirety of the application and enrollment journey, fostering a seamless, productive, and positive experience.
Hannover Life Realty Glendale, CO
Claims Representative 4/2016 – 5/2017
•Administered services for Mortality Solutions and Health and Special Risk segments.
•Managed and reviewed claim file reports, ensuring precise processing in line with protocols.
•Identified initial death on survivorship policies and facilitated notification claim setup.
•Applied comprehensive understanding of treaty provisions and reinsurance concepts to enhance claims processing.
•Generated precise payment requests and efficiently handled net settlements, meeting stringent accuracy and time standards.
EDUCATION:
University of Denver
Denver, CO
Master of Science – Organizational Leadership
August 2020
Metropolitan State University of Denver
Denver, CO
Bachelor of Arts – Biology
December 2015
LANGUAGE:
Oromo – Fluent
English – Fluent
SKILLS:
•Salesforce Administration
•Salesforce B2C/B2B
•Zendesk Ticket Management
•Zendesk Form Creation
•Setting up Routing in Zendesk
•Setting and Maintaining SLA
•Onboarding and Offboarding Processes
•Project Management
•Technical Support
•Communication and Collaboration
•Process Optimization
•Troubleshooting
•Time Management
•Claims Processing
•Queue Management
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