Customer Service Business Analyst

Lonjay Shahid

214-***-**** / ********@*****.***

Objective:

To create the best experience within a company, that creates a positive experience for the employee, and leads to a great experience. Professional Experiences:

Fedex Texas, Dallas, USA September 2020 – July 2024 Linehaul coordinator

Responsibilities:

● Freight Logistics

● Maintaining a clean work environment

● Assisting other workers in need

● Abiding by the safety protocol

● Being able to adapt to flow changes and keep a steady pace AC and Marriott Hotel Texas, Dallas, USA March 2019 – November 2020 Front Desk

Responsibilities:

● Checking guest in/out

● Running hotel reports

● Stocking and keeping the hotel clean

● Taking care of all guest request

● Working with other departments to make sure that the stay at the property is one to remember

Google Las Vegas, NV, USA

November 2017 – May 2018

Customer Service

Responsibilities:

● Mobile application questions

● Troubleshooting issues for Google a application

● Providing other assistance features

● Handling fraud accounts

● Checking with other departments to get funds cleared

● Micromanagement

United Healthcare Las Vegas, NV, USA June 2016 – May 2017 Customer Service/ Business Analyst

Responsibilities:

● Medicare Insurance Questions, Customer Complaints, Billing/Claims issues, Mailing out documents

● Customer service over the phone

Medicare and insurance calls/follow ups

● Built a forum to receive feedback from employees.

● Liaison between business and technical personnel to ensure an understanding of the policy and procedures.

● Providing input into modifying and developing a system that meets the business needs.

● Communicate business requirements by constructing easy to understand data.

● Analyze issues within the company policy, provide feedback and a solution .

● Develop Business structure using processes, alternatives, and feedback. Capital One Las Vegas, NV, USA January 2012 –April 2014 Customer Service/Business Analyst

Responsibilities:

Managing a team of engagement representatives to keep a positive moral on the floor.

● Creating spread sheets of stats and goals on the production floor.

● Training representatives in different policy and procedures

● Engaging managers to provide a foundation to quality and how it should be completed.

● Evaluate fraud cases and provide solutions on how to overcome a problem.

● Identify Errors and mistakes in data to ensure accurate information.

● Facilitating monthly meetings with the production floor to go over stats and policy, to see what is the best business need.

● Creating successful means to keep a business flowing.

● Brainstorming ideas on how to be an innovative leader of change. International Academy of Design and Technology, Las Vegas, NV Bachelor of Arts- Game Design, June 2012

GPA: 3.4/4.0

References:

Mar Kia Arnold 702-***-****

AAA Insurance

Litisha Thompson 702-***-****

Student: International Academy of Design and technology Skills:

· Adaptability to different issues and software

· Typing 35wpm

· Proficient in Microsoft Office (word, PowerPoint, Excel, and Outlook)

· Knowledge of SQL and other data bases

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