Business Analyst Customer Service
Resume:
SUMREEN
SOHAIL
Business Analyst
C O N T A C T S
PHONE NUMBER
***********@*****.***
ADDRESS
Beltsville, 20705, United
States
A B O U T M E
As a results-driven Technical
Business Analyst, I specialize in
bridging the gap between business
needs and technology solutions. My
expertise spans advanced data
analytics, AI-driven process
optimization, and agile
methodologies, all aimed at driving
innovation and efficiency. I am
proficient in JIRA, SQL, and various
data visualization tools,
complemented by a solid
background in impact analysis,
compliance, and IT system
improvements. Additionally, I have
extensive experience managing
project timelines across remote and
hybrid work environments, ensuring
successful project delivery. Let’s
elevate your organization together!
E D U C A T I O N
2010
BACHELOR OF
SCIENCE
Punjab College, Lahore
S K I L L S
Business Case
Development
Requirements Gathering
Cost-Benefit Analysis
Financial Analysis
Risk Management
Process Mapping
Data Modeling
Data Analysis
SQL
W O R K E X P E R I E N C E
TECHNICAL BUSINESS ANALYST
QTS (Quality Transportation Services)
Apr 2023 - Feb 2025
Alexandria
• Operate within peer group and leadership
infrastructure to ensure that top-quality data and recommendations are
• Measure and support carrier key performance
indicators (KPIs) for quality logistics performance, timely transit, and operational service
• 3 yrs. of logistics, operations, and customer service experience
• Self-motivated, able to take independent action
• Deliver Integrated Inbound Logistics: align business requirements, supply chain parameters, weight and
dimensional information, and network connectivity
through an enhanced planning process
• Projects - In partnership with key internal
stakeholders, responsible for the identification,
execution, and implementation of projects focused
on improving service and lowering cost across areas of focus.
DATA ANALYST
Mary Washington Uni
Jan 2022 - Mar 2023
Stafford
• Created reports using database tools
• Maintained application for tracking customer
purchasing trends
• Input data from customer survey reports
• Helped superiors interpret and compile data sets
• Provided administrative assistance to the
information technology team
• Gather data from finance and marketing
departments
• Build statistical analysis models from large datasets
• Analyze quantitative data to understand customer behavior
• Create modeling of structured and unstructured data
• Present reports about gathered data to senior
management
JR FINANCIAL ANALYST
Consult America Inc
Jul 2019 - Dec 2021
Bank Of America
• Analyze financial data to produce forecasts of
business, industry, and economic conditions
• Analyze financial information to produce forecast reports and recommend actions to management
• Develop and maintain financial models for decision support
• Perform cost analysis and pricing strategy
• Develop and evaluate financial plans, budgets, and business strategies
• Research and analyze financial data to identify
trends, risks, and opportunities
• Prepare reports and presentations that summarize and interpret financial data for management
• Identify and recommend cost-saving and revenue-
generating opportunities
• Provide advisory services on financial matters to management
• Keep abreast of regulatory changes and industry
trends
CUSTOMER SUPPORT ANALYST
E-Talent Health Services
Aug 2017 - Jun 2019
Beltsville
• Managed a team of 12 customer service
representatives, improving customer satisfaction
scores by 18% through coaching and process
optimization
• Spearheaded the implementation of a new CRM
system, resulting in a 15% reduction in customer
wait times
• Consistently exceed monthly and quarterly customer service KPIs, including a 95% customer satisfaction rating and an average 4.8/5 feedback scores
• Provide fact-based analysis and recommendations
based on trends and gaps in our current vendor’s
network
• Strong analytical and thinking skills and desire to learn new skills
• Strong Excel, MS Access, Cognos, or other data
manipulation software knowledge
• Processing of ETO’s
Contact this candidate