Business Analyst Customer Experience
Resume:
AMW
CAREER OBJECTIVE
Organized, independent
professional with strong time
management skills; who
enjoys digging into issues,
working with stakeholders
and delivering high quality
products to customers.
SKILLS/TOOLS
Requirements
gathering
UAT testing
Customize client
websites
Stakeholder
management
Agile methodology
Customer experience
Salesforce
Atlassian including
Jira and Confluence
Functionality testing
End to end testing
Manual testing
Start-ups
Dreamweaver
Customer Support
B2B
Business development
Customer experience
management
Conflict resolution
Strategic thinking
Relationship
management
Account management
Administrative Assistant 1/2021 – May 2024
Mill City Gutters, Minneapolis MN
• Answer and direct phone calls
• Maintain contact lists
• Write and distribute email correspondence
• Organize and schedule appointments
Business Analyst – E-Commerce Product Mgmt 5/2017-7/2020 Bluestem Brands, Eden Prairie MN
• Partnered closely with Product Management to represent and drive the strategic vision within the product team
• Worked with Product Owners to ensure team work is continually prioritized
• Demonstrated functionality to Stakeholders & Product Owners to ensure business vision was implemented
• Supported team members in cross-functional tasks such as QA, UAT and defect triage
• Collaborated with the product team to lead the development team through the SDLC in an agile environment
• Maintained consistent communication with internal and external business partners and customers
• Facilitated and communicated user stories to development team
• Aligned with internal partners to continuously prioritize a 2-3 month product backlog
• Documented all requirements to complete our largest project of the year, an integration with a new commerce platform and website for a newly acquired brand Implementation Manager– PayCheck Direct 6/2014-5/2017 Bluestem Brands, Eden Prairie MN
• Was responsible for implementing and overseeing the new client launch process
• Customized and launched 33 websites in 2014, 38 in 2015 and 23 in 2016
• Updated/edited text and images on new and existing websites
• Tested new client websites and new functionality to ensure everything was working properly before launch
• Ensured that each new launch provided the best customer experience possible for the new clients
ABI MASON-WELLS
BUSINESS ANALYST
AMW
ABI MASON-WELLS
BUSINESS ANALYST
Courses/Certifications
Web Design with
XHTML, HTML, and
CSS Introduction
Translated client requests into business requirements and lead user acceptance testing for the new functionality
• Cross-communication with stakeholders and account management PayCheck Direct Lead/Specialist 7/2013-6/2014
Bluestem Brands, Eden Prairie MN
• Handled all email and offline related customer inquiries as well as contacted vendors and shippers to take care of customer and business needs
• Developed procedures and training for new hires
• Helped define and document agent expectations and expressed them to the team
• Provided coaching and guidance as a supervisor or lead to fellow coworkers
• Took customer complaints and escalated supervisor calls
• Received recognition from customers and company management for my ability to find a solution to any problem and see it through to the end
• Experience using PIM to set up product codes for new merchandise Learning Lab Agent 8/2011-7/2013
Bluestem Brands, Eden Prairie MN
• Assisted and drove improvement to the customer experience through direct contact with customers in a learning environment
• Recommended improvements to the company’s training materials, operational efficiencies and process mapping in the contact center
• Provided high quality customer service to Fingerhut customers in a learning environment
• Planned, lead and executed quality assurance (QA) tests for new systems, and systems improvements
• Received recognition from customers and company management for taking the initiative to better the customer experience and for excellent customer service skills
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