Customer Service Business Analyst

DEBORAH BARNES

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

Evans. Ga *0809

Mobile: 706-***-****

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Employed by TRAVELCENTERS OF AMERICA from 1982 – 2020 in various positions.

PROFESSIONAL EXPERIENCE

Truck Service Business Analyst (2013 - 2020) Joined the team to develop a new system for Truck Services.

•As a truck service business analyst, worked in partnership with a dedicated team of professionals responsible for delivering scalable solutions through the Refresh Project that took nearly four years to complete. Played a major role in planning, coordinating, and testing every process within the current system and rolled out in the first quarter of 2019

•During seven years on this team, evaluated new processes, created new procedures, and worked with other third-party systems related to current systems such as SAP, Freightliner OWL, PeopleSoft, Work Force, and other platforms related to current shop system.

•Troubleshot tickets, resolved auditing issues within the system, tested changes, updated DOT certifications, and updated and created special instructions for customers.

•Accepted all duties as assigned.

Division Manager (2005 - 2013) Oversaw 11+ truck service sites.

•Traveled 4-5 days each week.

•Assisted managers with training, developing staff and any type of direct training needed to perform duties of their position and develop a profitable shop.

•Advanced to new position of Division Manager following elimination old Specialist position in 2005.

Shop Specialist (1994 - 2005) Leveraged a strong managerial, organizational, interpersonal, customer service, and multitasking capabilities to provide direct support for 22 Truck Service repair shops.

•Traveled 4-5 days each week.

•Assisted managers with training, developing staff and any type of direct training needed to perform duties of their position and develop a profitable shop.

•Advanced to new position of Division Manager following elimination old Specialist position in 2005.

Shop manager/Fuel Manager (1989 -1994) Manage two departments.

•Recruited, conducted training of all employees.

•Managed inventory

•Addressed customer needs.

•Processed payables.

•Completed shift changes and deposits.

•Completed weekly projections and EOM P&L

•Developed new leaders within the department.

Office manager (1982 to 1989)

•Completed daily shift reports for fourteen departments.

•Reconciled daily deposits. Average deposits were over 300K a day.

•Drafted all CC types.

•Processed payroll weekly.

•Managed switch board

•Processed both accounts receivable and payables.

•Managed all vending machine income.

•Managed main safe for site.

Specific experience in the following:

•Analytical Skills

•Customer Service Skills

•Verbal & Written Communication Skills

•Organizational Skills

•Meeting Facilitation Skills

•Multitasking Skills

•Critical Thinking Skills

•Meticulous

•Records Management

•Inventory Management

•Auditing

•Recruiting

•Developing management

•Back office

•Cash handling

•Daily Deposits

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