Carla Leslie-Gooden 470-***-****

Union City, GA

adxqrs@r.postjobfree.com https://www.linkedin.com/in/carla-leslie-gooden-78a94828/

Qualifications Summary

A reputation and ability to solve problems, improve customer satisfaction, and drive overall operational improvements while saving costs and increasing profits with 10+ years in a Business Analytical Support role. I have worked in various sectors of business such as Healthcare, Telecommunications and Software.

Experience Summary

Manage quote requests and facilitate movement of proposals through workflow, with an entry in ConnectWise Sales Service Board, Salesforce or the MS Dynamics CRM system

Process transactional quotes and manage sales order entry process, including logging new orders

Review and track quote requests on Sales Service Board in CRM system, ConnectWise or Salesforce

Produce quotes, SOWs, and proposals based on data points provided by Account Managers and Account Executives

Support sales staff though meetings, phone calls, and resource coordination to determine quoting needs

Assist Account Executives in Sales Account Leads (SALs), then track SAL progress on board

Initiate quotes for best prices from a variety of vendors and distributors in support of the procurement process

Engage cross-functional resources to achieve goals and meet customer needs

Manage sales data, sales processes, and work in CRM system

Attend weekly sales meetings and ensure sales opportunities are compliant with company policy

Provide project and other administrative support to sales management and leadership as needed

Identify, monitor, and ensure all necessary pricing information and approvals are completed, including record pricing information and cross-reference sales opportunities in CRM

Project Manager on 4 key accounts managing project timelines, deliverables, and client needs from project implementation through the end of the research cycle.

UAT/Regression testing to test the new features implemented before pushing to the Production Environment while documenting the outcome

User Case Writing documenting the steps taken to complete tasks during Regression testing using Jira and Confluence to document processes

Utilized Jira to tell user case stories

Collaborated in identifying and facilitating new process that resulted in more efficient workflows

Collaborated with Developers to provide support to a varied user community

Collaborated with Senior Management via various communication protocols

Facilitated meetings and conference calls to share business information across several teams at multiple geographic locations.

Facilitated weekly meetings with clients to discuss open action items

Facilitated Discovery processes for clients to create customized workflows

Performed Quality Assurance test cases

Designed and implemented formulated KPI reports and dashboards that improved business productivity for clients

Designed and implemented a PTO platform for interoffice use

Designed and implemented an expense tracking platform for inter office use

Implemented the upgrading of the client’s platforms to help maintain the system, element, and platform applications.

Implemented training programs for personnel which resulted in their advancement

Developed strong leadership and communication skills as demonstrated through work performance, education, and elections to special projects.

Analyzed business models

Provided Analytical Change Requests

Provided daily logs with site-specific information

Composed clear and concise reports for system documentation.

Utilized Remedy and Service Now to initiate trouble tickets

Researched and triaged workflows, editing, adding, or updating for efficient and flowing processes.

Received awards for outstanding performance in customer and vendor support as well as first call resolution.

Skills and Technical Competencies

Excellent Oral/Written Communication Self-Motivation/Leadership

Time Management/Conflict Resolution Ability to work under pressure

Remedy/Service Now Atlassian Jira/Confluence

SQL TCP/IP Protocol

Office 365/Excel Windows based OS/Apple iOS

Data Analysis Decision Making

ConnectWise Manager/Sell Salesforce

Education and Certifications

Bellevue University Master of Business Administration M.B.A.

Liberty University Management Information Systems B.S

West Georgia Technical College Human Resources

(Certificate Pending)

Work Experience

Winxnet DBA Logically Remote

Business Analyst 2022-2022

Manage quote requests and facilitate movement of proposals through workflow, with an entry in ConnectWise Sales Service Board, Salesforce or the MS Dynamics CRM system

Process transactional quotes and manage sales order entry process, including logging new orders

Review and track quote requests on Sales Service Board in CRM system, ConnectWise or Salesforce

Produce quotes, SOWs, and proposals based on data points provided by Account Managers and Account Executives

Support sales staff though meetings, phone calls, and resource coordination to determine quoting needs

Assist Account Executives in Sales Account Leads (SALs), then track SAL progress on board

Initiate quotes for best prices from a variety of vendors and distributors in support of the procurement process

Engage cross-functional resources to achieve goals and meet customer needs

Manage sales data, sales processes, and work in CRM system

Attend weekly sales meetings and ensure sales opportunities are compliant with company policy

Provide project and other administrative support to sales management and leadership as needed

Identify, monitor, and ensure all necessary pricing information and approvals are completed, including record pricing information and cross-reference sales opportunities in CRM

ServiceCentral Technologies Atlanta, GA

Business Analyst 2018-2021

Project Manager on 4 key accounts managing project timelines, deliverables, and client needs from project implementation through the end of the research cycle.

Collaborated in identifying and facilitating new process that resulted in more efficient workflows using Visio.

Collaborated with Developers to provide support to a varied user community through Jira and Confluence

Collaborated with Senior Management via various communication protocols.

Facilitated meetings and conference calls to share business information across several teams at multiple geographic locations.

Facilitated weekly meetings with clients to discuss open action items

Facilitated Discovery processes for clients to create customized workflows

Performed Quality Assurance test cases

Designed and implemented formulated KPI reports and dashboards that improved business productivity for clients

Designed and implemented a PTO platform for interoffice use

Designed and implemented an expense tracking platform for inter office use

Implemented the upgrading of the client’s platforms to help maintain the system, element, and platform applications for inter office use

Analyzed business models

Provided Analytical Change Requests

Provided daily logs with site-specific information

Composed clear and concise reports for system documentation.

Utilized Remedy, Service Now and Jira to initiate trouble tickets

Researched and triaged workflows, editing, adding, or updating for efficient and flowing processes.

United Health Care Sandy Spring, GA

Healthcare Technical Support Specialist 2017 – 2018

First point of contact because of answered inbound calls from clients

Provided password resets when customers were locked out of the database

Collaborated with Tier 3 Support for specific issues and resolutions

Resolved errors using support tools/Knowledge Base

Created Service tickets using ServiceNow to resolve issues that could not be resolved on a first call resolution basis

Verizon Wireless Alpharetta, GA

Eng III Spec-Ntwk System Assurance 2012 - 2017

Responsible for the advanced installation, operation, and maintenance of the regional data network elements, ensuring network integrity and quality. These networks include, but are not limited to, CDPD, ATM, OTN, CDMA Data, EWS, STP, OMP, desktop, and laptop PC’s, and peripherals.

Other responsibilities include troubleshooting; upgrading; administering these platforms and multiple vendor systems.

Maintained system, element, and platform applications; and providing support to a varied user community.

Updated daily logs with site-specific information; and composed clear, concise reports for system documentation.

Performed duties with minimum supervision and participated in cross-functional projects as scheduled.

Special projects included maintenance of networks advanced installation, operation, and maintenance of the regional data network elements, ensuring network integrity and quality

Verizon Wireless

Tech Support Coordinator I 2010 - 2012

Answered all inbound calls and provided customer service and technical support to customers that purchased products and services from Verizon Wireless.

Generated trouble tickets for customer’s whose errors could not be resolved right away and made follow up calls to customers with unresolved trouble tickets

Educated Customer’s on how to utilize the website, # functions and * functions to help maximize self sufficiency

Researched account transactions, demonstrated ability to recognize and resolve discrepancies

Provided customer service with 100% of focus and attention to the customer to ensure first call resolution

Contact this candidate