Business Analyst Customer Service

KARINEH BEGIJANI

Los Angeles County

CONTACT#: 818-***-**** https://linkedin.com/in/karinehbegijani **********@*****.*** PROFILE SUMMARY

Competent, proactive, and results-driven business analyst with extensive experience in diverse areas, involving entertainment, planning events, IT, project management, and technical support. Demonstrates in-depth understanding and big-picture vision of key projects, with proven aptitude for managing all facets of business development. Decisive and direct in managing cross- functional teams toward the achievement of company objectives. Well-organized and able to manage various tasks and priorities in a timely manner. Successful in assuming increasing levels of responsibility. Articulate communicator accustomed to developing and maintaining positive relationships with individuals of all levels and diverse backgrounds. PROFESSIONAL SKILLS

• Knowledge of related applications and cloud-based technologies.

• Excellent analytical, critical thinking, and communication skills.

• Strong time management, organizational, and customer service skills.

• Mature and professional in handling confidential information discreetly.

• Proven success in business analysis and reporting activities.

• Influential personality with exceptional leadership and team-building skills.

• Detail-oriented, with a keen ability to show initiative toward completing projects.

• Strong organizational and follow-up skills.

• Knowledgeable in MS Office, including PowerPoint, Excel, and Word.

• Knowledge of Salesforce Lightning framework (CRM)

• Strong problem-solving and multi-tasking skills.

• Strong interpersonal skills – ability to develop collaborative relationships with business users, executive management, and offshore developers.

• Extensive experience working with and coordinating between IT functional and technical teams.

• Works well independently or as part of a team.

AREAS OF EXPERTISE

• Basic-Level Salesforce Lightning Administrator

• Basic-Level Okta Administrator

• Requirements Gathering & Analysis

• User Acceptance Testing (UAT)

• Quality Assurance Testing

• Wireframe (Balsamiq)

• MS Office

• MS Outlook

• SharePoint

• JIRA

• Slack

• Microsoft Teams

• Zoom

• BlueJeans

• GoToMeeting

• Quip

• Aventri -Cloud-based Event Management

Software (fka etouches)

PROFESSIONAL EXPERIENCE

The Mom Project – Contractor at The Gap Remote, California Business Analyst 2022 - Present

• Conduct requirements gathering sessions with users; facilitate the requirement validation sessions, and work-group meeting sessions, reach out to users through emails, and schedule meetings to gather requirements.

• Able to create and modify procedures to solve complex issues.

• Assist in developing workflow solutions to better increase overall performance.

• Assist and conduct end-to-end testing of enhancements.

• Ensure timely monitoring, responding, analyzing, and resolving of user queries and issues.

• Production application support role troubleshooting, analyzing, and providing root cause analysis.

• Support system integration and cutover activities.

• Seen as subject matter expert within functional area.

• Participate in negotiation and collaboration.

• Utilize creative thinking and innovative approaches involving multiple technologies.

• Support initiatives that focus on meeting and growing business needs.

• Monitor service performance to SLAs and ensures organizational and leadership visibility of SLA performance and problem-solving.

• Manage support exceptions/escalations and create new or refine existing business processes where appropriate.

• Possess knowledge of plan and managing service deliveries for standard and customized IT solutions and processes to satisfy customer and business requirements.

The Walt Disney Company (formerly 20th CENTURY FOX) Los Angeles, California Business Analyst 2008 - 2020

• Met with business units to gather information for upcoming events.

• Created and sent invitations for business units’ various events, such as public and private screenings, employee screenings, training events, vendor screenings, and LA screening after-parties.

• Handled and supported confidential and sensitive information for internal system applications.

• Kept track of confirmed registrants and compiles RSVP reports.

• Created technical user guide documentation.

• Devised and implemented quality assurance practices and assessments.

• Assisted Diversity & Inclusion users with the registration site for Business Resource Group (BRG).

• Led onsite check-in and registration for LA screenings, Government Affairs, Marketing, and Fox Sports field operations events.

• Interacted with internal and external clients, vendors, and guests.

• Created new and modified existing security accounts for in-house applications.

• Monitored and generated active and inactive user accounts.

• Provided technical assistance to management to ensure improved business processes.

• Corresponded between end-users and vendors to ensure excellent service is provided.

• Performed quality assurance testing for new or newly enhanced version system applications.

• Communicated with the functional team and/or users to analyze information needs and requirements.

• Delivered artifacts as needed, including functional requirements, business requirements documents, user stories, use cases, wireframes, and user guides.

• Engaged clients to gather system requirements/business rules and ensure alignment with development teams.

• Analyzed clients’ business requirements and processes through document analysis and interviews.

• Assisted in identifying and implementing system and process improvements. Associate Business Analyst 1997 - 2008

• Provided support and maintenance by monitoring daily activities for 20th Century Fox Production System Applications.

• Supported internal applications and over 3,000 domestic and international clients.

• Researched and analyzed technical questions and issues for clients.

• Created user guides/help manuals.

• Prepared and updated training documents for system applications.

• Evaluated business processes and provided recommendations.

• Documented business case analysis and translated business requirements into system solutions.

• Managed onboarding and off boarding processes for IT requests.

• Performed account administration and maintenance.

• Modified, created, and deleted user accounts.

• Supported TV, Film, Music, and Home Entertainment clients with system issues.

• Established patterns for reoccurring issues and provided input to development teams.

• Analyzed and compiled data and updated weekly maintenance status reports.

• Tracked and logged service requests for Payroll Technical Group.

• Anticipated problems and initiated solutions in the absence of a supervisor.

• Prepared and managed outgoing correspondence.

EDUCATION

Bachelor of Science Degree in Business Management, University of Phoenix Pasadena, California CERTIFICATIONS

Business Analysis Introduction, Learning Tree International Los Angeles, California VOLUNTEER ACTIVITIES

20th Century Fox Film Corporation

Volunteered member for:

FOX Gives

FOX FUN Committee (employee activities)

FOX Employee Committee Screenings

Contact this candidate