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Business Analyst Customer Service

Location:
Grayson, GA
Salary:
62,000.00
Posted:
October 28, 2024

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Resume:

**** ******* **** **

Lawrenceville GA *****

Cell: 770-***-****

*************@*****.***

Summary:

Enthusiastic and accomplished business analyst; skilled at detail oriented tracking of numbers and accounts, as well as technical documentation, testing, configuration and development. Adept at conveying technical and complex information to people at all skill levels. Excellent customer service, technical support and business analyst skills. More than 15 years of experience in a variety of technology, with proficiency in software, support, development and training. Possess excellent oral and written communication skills with strong problem solving abilities. Lead generation was one of top priorities. Customer Service focused

Technical Skills:

SQL (running and writing basic queries) Siebel, ADP Works, WorkFoce Now, Sales Force, Clarify, Microsoft SQL, SharePoint, JIRA, wiki, MS: Windows, Outlook, Access, Excel, Power Point, Word; Paint Shop Pro, HTML, and various Telephony applications; Electric billing, PUC and ERCOT regulations, BPCS, ADP Payroll system, CRM. Lead Generation, Google Docs, Kronos. ServiceNow

Professional Experience:

GuidePoint July 2023 – January 2024

Application Lead

Worked with internal development and operations to create and escalate but tickets via Jira.

Troubleshooting client issues via CRM

Reproduced errors or questions in Client support copy or Sandbox

Used DataDog to understand solve email/blocked tickets

Worked tickets that came into queue using HelpDesk and categorizing tickets

Wrote up/created Jira tickets and followed until completion

Remote Support via phone, email etc.

Service Now ticketing. (ERP)

Beginning ERP- enterprise resource planning/SAP

Mortgage Cadence/Accenture, Atlanta, GA July 2021 – January 2023

Application Support Senior Analyst Cl9/10

Data Export Management-- Monitor the status of connections that have been moved to a production status. Investigate and resolve issues/bugs with existing code. Work with Account Managers, Engineers, and customers to determine best practices for connection design.Customer Service and tech support for internal systems

Communicate extensively via Footprints (internal notes included

Troubleshooting client issues via MCP/ELC.

Reproduced errors or questions in Client support copy or Sandbox

Ran/Wrote SQL queries

Worked Directly with Client Managers

Rotated on Pager Duty, ticket check

Worked Critical tickets which were updated every 20/30 mins.

Wrote up/created ADO’s

Service Now ticketing. (ERP)

Worked extensively with Azure, MCP, MC Cloud, Remote Desktop(s), SQL, mc-co-visualstudio for ADO creation,

Worked with Service Now CRM ticketing system to streamline the workflows

Assisted with the SLA’s and KPIs formatted with in the clients Service Now system

ADP, Atlanta, GA November 2016 – 2021

BTS Connections Support Specialist (previous Contractor with Futurewave)

Data Export Management-- Monitor the status of connections that have been moved to a production status. Investigate and resolve issues/bugs with existing code. Work with Account Managers, Engineers, and customers to determine best practices for connection design.Customer Service and tech support for internal systems

Communicate extensively via email

PM and Business Analyst duties as required Connection Support-- Serve as technical resource for Account Managers and Customer Service Representatives with questions regarding active connections. Participate in conference calls with customers or prospects with connection questions.

Point of Contact with Third Party Vendors-- Maintain primary contact information for each third party vendor whom we have a connection. Work with these contacts to track new release dates for their systems, obtain updated file specifications, and identify the impact of any changes on existing connections. Maintain a library of file specifications.

Make modifications to existing connection code as requested by client

Test connections to ensure accuracy of transmission of data

Open Enrollment Specialist

C&O Recovery, Winder, GA April 2016 – November 2016

Business Analyst/Project Manager

Customer Service and tech support for internal systems

Communicate extensively via email

Backend Billing and payroll

SQL – basic queries writing and running scripts

Assisting with marketing of business

PM and Business Analyst duties as required

Assist with Lead Generation

Zero2Ten, Alpharetta, GA January 2016 – April 2016

CRM Consultant

CRM Black belt (including blue, purple and brown belt)

Customer Service for clients

Technical support on CRM customer databases

Communicate extensively via email

Train customers on workflows, updating user information and other CRM questions.

Cloud10 Support (Sherweb)

Primary Account Consultant for all CRM issues

Click Dimensions

ITK

Professional Development training courses completed:

SQL training at ista North America

Geneva Training (Billing System)

MS Project ’98 & Project Management: Estimating

CCP/Excel: Surveillance & Reporting / Provisioning

CRM

JIRA

Salesforce



Contact this candidate