Business Analyst Customer Service

Jane Shore

Olathe, Kansas ***** ● 913-***-****

********@*****.*** Jane Shore LinkedIn

Detail oriented Business Analyst with exceptional analytic, problem solving, decision making and negotiation skills. Self starter with attention to detail. Advanced understanding of distribution processes, logistics, customer service operations, sales, finance and workforce management. Effectively collaborate as a liaison between IT and business partners to understand business needs. Team player able to effectively communicate with all. Creation of reports and visuals that deliver a clear, meaningful message. Jira/Agile course complete.

Professional Experience

Modis 2021 - 2023

Data mapping between Sprint and T-Mobile billing systems

Provided Sprint data to be mapped to relevant fields in Samson

Assisted in mentoring and ongoing communication with employees in departments related to data mapping

Knowledge of Sprint databases and systems provided assistance to T-Mobile counterparts

Effectively collaborated with stakeholders for issues related to mapping data between systems

Participated in weekly calls with billing system owners

Sprint/Nextel 2008 - 2020

Customer Care Business Analyst II 2017 - 2020

Main point of contact for analytics and reporting of the Chat feature metrics

Provide consistent reporting and ad hoc studies for 6 global call centers to realize a 25 point increase in Net Promotor Score (19-44)

Agent quartiling for site management to reward and coach their Agent performance to deliver a world class customer experience

Regional customer analytics to pin point hot spots for call routing

Develop dashboards and interactive tools for real time view of targeted metrics

Finance Business Analyst II 2008 - 2017

Prepare, analyze and communicate Mule/Fraud reporting at Channel, Dealer, Region and Door level. Work directly with stores to identify training needs and present best practices for future loss prevention

Finance metrics reported on and analyzed include prime mix, collection entry, 40 day fail, out of

pocket cost, deactivation rates

Collections reporting for Corporate, Government, Bankruptcy, Deceased customer accounts.

Metrics including Aging, Payments, CSAT, penetration

Sprint North Supply / EMBARQ Logistics 1994 - 2007

(EMBARQ Logistics- spinoff of Sprint North Supply)

Business Analyst II 2003 - 2007

Compile and analyze Call Center statistics including: call volume, call trends, service level, schedule management

Prepare, analyze, and provide root cause for Operational Metrics and Key Performance Indicators

Annual Budgeting for Non-Affiliate Sales Department

Calculation and administration of Inside Sales Incentive payments

Analysis of customer interactions, cost to serve and customer segmentation

Business validation of accounting uploads and journal entries into MicroStrategy BI tool

Business validation of systems functionality after migrations and upgrades

Planning/Results Administrator 2001 - 2003

Provide Call Center statistics including: call volume, call trends, service level, schedule management, call quality

Provide staffing level recommendations, shifts, resource alignment to Contact Center Management

Quality monitoring of Call Center Agents; Interim Manager

Complex research and projects pertaining to Call Center industry and related telecommunication technology

Technical troubleshooting and collaboration with IT to update and maintain call routing system

Intranet Content provider for WorkForce Management

Real time monitoring of Contact Center status

Other Experience (Sprint North Supply) 1994 - 2001

Project Manager I

Sales Project Specialist

Sr. Inside Sales Representative

Inside Sales Representative

Inside Sales Associate

Education

Bachelor of General Studies, College of Liberal Arts and Sciences, University of Kansas

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