Business Analyst Customer Service

Sally J. English

West Chester, PA ***** ● 610-***-**** ● **********@*****.***

www.linkedin.com/in/sally-snow-english

PROFESSIONAL SUMMARY

Dedicated, Focused, Experienced,

Business Analyst and Manager of numerous business departments as well as environments. From small indivdually owned businesses to large nationwide run businesses. Experience in these various business environments gave me the best understanding and all around knowledge on the different options available and certainly how to handle these situations to make the companies outcome profitable, efficient and concise. This included coding and managing business departments to run as efficiently as possible. By Designing business systems from the ground up, duplicate processing was eliminated, increase in productivity, major reduction in errors, data processing was dramatically increased giving managers and accountants more timely data and better access to this data by storing the data online and in real time. Better access, faster access, less errors turned into huge saving for all businesses. Demonstrating the utmost Professionalism with great enthusiasm to provide each customer with the best system for there company. Articulate communication skills as well as prioritizing, multi-tasking, and organization. Excellent problem-solving skills with ten plus years of experience in analyzing, designing, and improving business processes through various computer software tools. Flexible, adaptable, strong collaboration skills, and a strong work ethic. CORE COMPETENCIES

● Programmer

Analyst

● IT Project

Management

● Microsoft Office

Proficiency

Outlook, Excel,

Word

● Communications

● Process

Improvement

● Data Reporting

● Business Analysis

● Project Budgeting

● Software and

Hardware

Technologies

● Planning and

Scheduling

● Navision

● Concur

● QuickBooks

● Crystal Reports

● Software Design,

Coding, and

Implementation

● IBM Mainframe

programming

(Cobol, CICS,

Easytrieve,

Datacom / DB,

DB2, JCL)

● Computer-Aided

Design Software

tools

● Salesforce

● Head Cashier

● Customer Service

● Sales

● Administration/Offi

ce Manager:

responsible for

inbound/outbound

telephone calls,

sorting, filing,

copying, scanning,

greeting customers,

managed all travel

arrangements for

associates, company

event planning,

claim processing,

Preparing reports,

proposals and legal

documents,

Office Manager,

ordering supplies,

scheduling

associates hours

and vacation,

writing and editing

emails, drafting

memos

PROFESSIONAL EXPERIENCE

Home Depot, Downingtown, PA Feb 20 – Nov 23

Customer Service Representative/Head Cashier

● Performing all Cash handling including performing cashier duties, training staff on doing the same, and overseeing others as they process customer payments. Maintaining cash flow throughout all departments, including beginning balances, cash processing throughout the day and end of day processing

● Supervise and lead by example of front-end associates, overseeing the roles of the department, providing feedback, guidance, and training when necessary, supporting team members, and ensuring everyone has the skills, knowledge, and resources to perform their duties.

● Point of contact when an issue escalates. Strong customer service skills can help you manage customers effectively, resolve their issues, and ensure that they have a positive shopping experience, increasing their chances of returning for future purchases.

● Maintaining a professional, positive, and helpful demeanor at all times.

● Provide a cooperative work environment with all associates throughout Home Depot

● Managing special events and promotions throughout the year to show associate appreciation. By creating creative, positive, and fun activities and associates.

● Process customer exchanges, refunds, and store credits.

● Provide a clean and safe checkout area.

● Listening and assisting customers throughout their visit, everything from finding the best products for their needs, through purchasing items

● Resolving issues with point-of-sale (POS) systems, including testing, and fixing technical and mechanical issues as they occur

● Documenting and updating employees of ongoing store concerns including new or updated procedures.

● Point of contact for customer service employees, and all department supervisors

● Ensuring all interactions with customers are positive, friendly, and informative.

● Overseeing/assigning employee breaks at the appropriate time

● Inventory management.

MedRisk, King Of Prussia, PA

(CareersUSA, Contract)

Feb 2019 - Feb 2020

Customer Service/ Patient Advocate / Administrative Assistant

● Performed administrative/office management duties for CEO and other top executives, along with efficiently performing multiple other daily office tasks.

● Researched and prepared office documents both in/out bound correspondence, managed executive calendars though effective communication with other associates and outside venders.

● Proficiently used MS Office (Word, Excel, PowerPoint, Access, and Outlook) to perform the above duties along with preparing presentations.

Bullen Company, Folcroft, PA

(Integrity Staffing, Contract)

Nov 2018 - Jan 2019

Administrative Assistant

● Provided Administrative and Clerical Support for top Management.

● Designed, Implemented and Maintained Electronic Data.

● Prepared and modified office correspondence Including Reports, Drafts, Memos, Emails and Legal documents.

● Scheduled And Coordinated Management affairs including, Meetings, Appointments/Calendars, And Worldwide Travel Arrangements.

● Maintained Office Equipment and Supplies.

Full Circle - COMPUTER TECHNOLOGY TRAINING,

Exton, PA May 2018 - Nov 2018

Advanced Microsoft Office Specialist Certification Program Student

Completed the Advanced Microsoft Office Specialist Certification Program, which included the following courses:

SQL, QuickBooks, Crystal Reports, and advanced training in Microsoft Office

(Microsoft Word, Excel, PowerPoint, Outlook, Access) International Ministries

King of Prussia, PA (Office Team, contract)

Jan 2018 - Feb 2018

Administrative Assistant

● Assigned to design, coordinate, and organize an electronic document storage system enabling the company to establish a paperless office.

● Designed and implemented the paperless process of existing documents converted into digital storage before the company’s move to a new location.

● Provided administrative and clerical support for several of the company’s Directors. Lilli Rabinowitz, Bala Cynwyd, PA

(Integrity Staffing contract)

May 2017 - Sept 2018

Administrative Assistant

● Managed calendar, set up meetings with various companies, and possible employees.

● Receptionist - greeted visitors, answered the phone as well as performed various office tasks.

VICTORY BREWING, Downingtown, PA

(Integrity Staffing, contract)

January 2017 - May 2017

Administrative Coordinator

● Analyzed and updated several of the business processes to ensure and support business continuity and increased business effectiveness, and efficiency thereby decreasing overall business expenses.

● Provided administrative support to the Finance, Accounting, and Human Resources Departments.

● Managed vendor relationships with service providers negotiating the best pricing and on-time delivery of services.

● Developed and maintained the system for proper archiving and storage. YMCA, West Chester, PA

May 2015 – June 2016

Fitness Attendant

● Conducted fitness orientation for adults and youth.

● Implemented fitness incentive programs to encourage members to work out and encourage friendships.

● Provided members with a friendly, open, and approachable staff, focused on safety and enthusiasm for health fitness.

● Implemented fitness screening, testing, and sports conditioning programs for all ages.

● Consulted/Advised new members of various fitness programs and set up their “Getting Started Program.”

I'm

ELEMICA INC., Exton, Pa Nov 2009 – July 2012

Office Manager/Administrative Assistant Worldwide Corporation

● Assisted all levels of management, including the CEO, CFO, SR. VP., Corporate Lawyer.

● Responsible for information gathering to upgrade technology computer hardware and software.

● Researched and prepared confidential and crucial legal documents for Department Directors, and Corporate Lawyers.

● Performed all aspects of administrative management, office maintenance, international logistics and equipment inventory, scheduled local and international conferences.

● Corporate worldwide event coordinator.

● Human Resource Manager:

Researched, investigated, and selected benefit providers/packages, Managed/processed Employee Hiring/turnover.

Designed and implemented a new-hire on-board process.

● Managed/approved all employee expenses: travel, hotel, technical equipment, and various supplies and materials.

● Negotiated contracts and coordinated schedules for data wiring, office cleaners, and building maintenance.

ROLLINS TRUCK LEASING CORPORATION,

Wilmington, DE May 1990 – Oct 2001

Project Manager and Senior Analyst

Responsible for IT systems for departments throughout the company, including Fuel, Warranty Accounting, Account Payable/Accounts Receivable, General Ledger and Revenue entries. Expertise in mainframe technologies (COBOL), with demonstrated Microsoft Office Suite proficiency.

Working knowledge of software and hardware technologies in COBOL, CICS, SQL, JCL, EASYPLUS, INTER / TEST, FTP, EDI, VSAM, IDCAMS, DOS/VSE JCL, MVS JCL, Datacom /DB, DB2 necessary in the process and maintenance in the process of development. Managed a five-member IT team to maintain and develop various business systems. Liaison between department managers and the IT department in gathering all required information needed to design, develop, test and implement new systems. Created and implemented several new systems that improved efficiency and resulted in significant savings.

EDUCATION / TRAINING

WIDENER UNIVERSITY, Chester, PA

Master’s Degree in Business Administration MBA (May 1998) WEST CHESTER UNIVERSITY, West Chester, PA

Bachelor of Science Degree in Business Administration (December 1990) DELAWARE COUNTY COMMUNITY COLLEGE, Media, PA

Associate Degree in Managing Information Systems (MIS) (May 1985) FULL CIRCLE COMPUTING, Exton, PA

Advanced Microsoft Office Specialist Certification Program (December 2018) Participated in a comprehensive training program, achieving higher-level skills in Word, Excel, and Access,

Crystal Reports and SQL Querying for End Users.

Microsoft Office Specialist Certification in Excel 2016 (certified August 2018) INTUIT INC.

Certified QuickBooks User, November 3, 2008

ADDITIONAL PROFESSIONAL DEVELOPMENT

Dale Carnegie Accredited Training

“Dealing Positively with People” and “Public Speaking” Robert Half International Accredited Training

“Word Printing, Help, and Automated Formatting”

“Excel Advanced Data Exchange”

Avid Volunteer: Westminster Presbyterian Church, Hillsdale Elementary, Goshen Friends School and in various community projects through Bradford Township, in West Chester Thank you for your time.

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