Customer Service Business Analyst
Resume:
Bridget Pleines
Bloomington, IL *****
**************@*****.***
Professional Summary
Dedicated Professional with extensive experience in customer service, relationship management, and team collaboration, leveraging strong multitasking skills and an outgoing personality to deliver exceptional results. Skilled in streamlining processes, resolving issues effectively, and fostering positive client interactions. Eager to bring reliability and a proactive approach to a new role, contributing to organizational success. Skills
● Written Communication
● Proficient in Microsoft Office Suite
(including Word, Excel, Powerpoint,
Office, Visio, Teams)
● Process Analysis
● Developing Business Requirements
● Relashiopship Building
● Time Management
● Agile Methodology
● Customer Service
● Organizational Development
● Workforce Management
● Self Motivated
● Data Entry
● Critical Thinking
● Sharepoint
● Strategic Thinking
Experience
State Farm Insurance May 2006-January 2024
Blomington, IL
Business Analyst, Technical Analyst, Automation Specialist, Administrative Assistant
● Maintained knowledge base repositories describing common issues encountered by end users and troubleshooting tips.
● Developed and maintained system documentation, user guides, technical manuals and training materials.
● Analyzed customer requirements to design solutions that met business needs.
● Created detailed project plans for implementation of new technologies or upgrades to existing systems.
● Built new scripts or customized existing scripts for testing and validation.
● Participated on project teams to verify successful implementation of new systems or upgrades to current systems.
● Defined goals of system devised flow charts and diagrams describing logistical operations of programs and business processes.
● Managed multiple concurrent tasks in a fast-paced environment.
● Collaborated with developers to ensure that product designs meet customer needs.
● Facilitated communication between stakeholders and technical teams.
● Conducted stakeholder interviews to gather and define requirements.
● Built relationships with internal internal customers to ensure successful project outcomes.
● Partnered with teams to guide quality and process improvements.
● Identified and documented business requirements utilizing both Agile and Waterfall methodologies.
● Provided training sessions on new software applications and tools.
● Produced comprehensive documents outlining scope of work for projects.
● Maintained library of model documents, templates, and other reusable knowledge assets.
● Conducted interviews with stakeholders to identify areas for process improvements.
● Created detailed workflow charts using Visio software.
● Reviewed user feedback regarding existing processes to make recommendations for improvements.
● Identified opportunities for automation of manual tasks through technology solutions.
● Coached co-workers on proper use of procedures, tools, and resources available.
● Provided administrative support to management staff, including scheduling meetings and appointments, preparing agendas, taking minutes, and maintaining records.
● Preparation of presentations using Microsoft Office Suite applications such as Word, Exel, and Powerpoint.
● Compiled and entered data into various databases to ensure accuracy and reduce duplication of work.
● Monitored daily operations in order to ensure efficient workflow processes were being adhered to.
● Maintained schedules and calendars to set appointments for management teams.
● Prepared documents for meetings including agendas, handouts and other materials as needed.
● Collaborated with team members on projects in order to meet deadlines.
● Completed data-entry for several projects and workforce management items. Joe’s Pub, November 2024-present
Bloomington, IL
Lead Bartender
● Developed strong relationships with customers and staff.
● Kept bar organized and clean during busy hours.
● Handled cash drawer accurately through shift including closing out register each evening.
● Demonstrated excellent customer service skills by efficiently responding to requests in a timely manner.
● Provided a friendly and customized experience to customers from start to finish building a strong regular customer base.
● Managed and maintained POS system.
● Checked customer identification to verify age requirements for alcohol purchases.
● Utilized problem solving skills to resolve customer complaints in a courteous manner.
● Trained new staff on proper bartending techniques including mixing drinks, pouring beer, stocking and maintaining inventory and handling cash and credit transactions.
● Prepared alcoholic beverages promptly and according to customer preferences and specifications.
Groove On Music January 2000-present
Bloomington, IL
Music Publicist/Owner
● Drafted content for newsletters and email blasts to engage target audiences.
● Managed social media for accounts and created detailed social media plans for clients.
● Developed strong relationships with media contacts to secure positive press coverage.
● Created successful public relations campaigns targeting key audiences.
● Coordinated interviews with reporters, editors, and bloggers.
● Generated press releases to attract from print, broadcasts and online outlets.
● Updated and maintained content and posted on various web outlets.
● Responded to requests for information from media and designated appropriate spokespersons and information sources.
● Consulted with advertising agencies and staff to arrange promotional campaigns in all types of media for products, organizations, and individuals. Summer Camp Music Festival January 1999- present
Chillicothe, IL
Manager of Human Resources - Yearly Contracted employee
● Facilitated collaborative team meetings to ensure that all stakeholders were engaged in the decision-making processes.
● Designed compensation plans that incentivize high-performance while remaining competitive in the marketplace.
● Created and maintained staffing plans to ensure effective coverage of all shifts.
● Streamlined onboarding processes to ensure alignment with company guidelines.
● Implemented policies and procedures for improved compliance with applicable laws.
● Coordinated all onboarding and payroll paperwork.
● Conducted comprehensive job analyses to determine essential job duties, responsibilities and qualifications for each position.
● Monitored employee attendance records to identify patterns of absenteeism or tardiness.
● Oversaw payroll processing activities to ensure accuracy of data entry and timely payments.
● Explained business rules and regulations via employee handbook and onboarding presentations.
● Communicated performance expectations in accordance with job descriptions for each position.
Gill Street Sports Bar November 2017-October 2024
Bloomington, IL
Lead Bartender
● Developed strong relationships with customers and staff.
● Kept bar organized and clean during busy hours.
● Handled cash drawer accurately through shift including closing out register each evening.
● Demonstrated excellent customer service skills by efficiently responding to requests in a timely manner.
● Provided a friendly and customized experience to customers from start to finish building a strong regular customer base.
● Managed and maintained POS system.
● Checked customer identification to verify age requirements for alcohol purchases.
● Utilized problem solving skills to resolve customer complaints in a courteous manner.
● Trained new staff on proper bartending techniques including mixing drinks, pouring beer, stocking and maintaining inventory and handling cash and credit transactions.
● Prepared alcoholic beverages promptly and according to customer preferences and specifications.
References available upon Request
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