Business Analyst Associate
Resume:
James Johnston
Associate Business Analyst
Profile
Dynamic Associate Business Analyst with over 9 years of experience in optimizing operational efficiency and enhancing stakeholder engagement. Demonstrated success in increasing scheduling efficiency by 20% and reducing production gaps by 25% through advanced data analysis and strategic insights. Proven track record in improving service quality with a 95% schedule adherence rate. Ready to leverage analytical skills and industry knowledge to drive value and support key business initiatives. Employment History
Associate Business Analyst at United Health Group, Las Vegas Aug 2015 - May 2025
Enhanced scheduling efficiency by 20% through optimizing workforce logistics and aligning practitioner routes across 10 or more regional territories. Executed extensive market and capacity analysis using Excel and Tableau, resulting in a 25% reduction in production gaps through data-driven forecasting. Bolstered stakeholder alignment by collaborating with 15+ Clinical Team Managers, ensuring 95% schedule adherence and comprehensive resource coverage. Addressed performance issues in under 48 hours in high-priority markets, leading to a 15% decrease in missed appointments. Delivered robust operational models and functional specifications that facilitated a 10% improvement in long-term network scalability.
Inside Sales Executive at Sales Focus INC, Mariotsville Feb 2014 - Nov 2014
Cultivated a $300K+ sales pipeline across healthcare and technology sectors by sourcing and nurturing qualified leads. Minimized average lead response time by 25% through the streamlining of CRM tracking and enhancing follow-up processes. Achieved a 30% call-to-conversion rate by customizing sales pitches to align with industry- specific business intelligence needs. Enabled cross-functional teams with sales enablement materials, contributing to a 20% increase in demo bookings. Surpassed activity benchmarks by maintaining a daily outbound call volume of 80+, exceeding targets by 15% monthly.
Customer Service/Billing Representative at Atlantic Online, Silver Spring Nov 2011 - Nov 2012
Resolved 95% of billing disputes within 48 hours, substantially lowering issue escalation rates by 40%. Diminished past-due accounts by 20% through proactive outreach and updated payment-tracking processes. Sustained a 98% customer satisfaction rating by providing timely technical and account support. Developed and managed over 500 customer support tickets using proprietary ticketing systems to ensure SLA compliance. Processed and updated over 50 customer files weekly, ensuring accuracy and preventing service disruption. Customer Service Representative at The Cleaning Authority, Columbia Nov 2006 - Nov 2011
Managed an average of 100+ calls daily, supporting 180 franchise locations while maintaining a 95% call resolution rate. Elevated conversion rates by 18% through delivering tailored service estimates and efficiently resolving inquiries. Resolved customer complaints within 24 hours, boosting retention rates by 12% year-over-year. Enhanced booking consistency by 15% through proactive follow-ups and lead nurturing. Maintained precise service logs and call documentation to support quality assurance initiatives.
Multiple Positions Held at Pixelseed LLC, Savage
Aug 2006 - Aug 2016
Contacts
Las Vegas, 89128
United States
jamesjohnston932@gma
il.com
Links
Skills
Data analysis
Forecasting
Capacity management
Scheduling
Performance monitoring
Metrics tracking
Problem solving
Critical thinking
Microsoft Excel (advanced)
Workforce planning
Optimization
Tableau reporting
Operational efficiency
improvement
Continuous process
improvement
Cross-functional collaboration
Data Analysis
Capacity Planning
Excel
Tableau
Facilitated over 25 live events and video shoots, ensuring 100% on-time setup and breakdown of production equipment. Refined live show audio quality by 30% by adeptly operating and troubleshooting AV mixing boards and DaLite screens. Contributed to three independent film projects as a grip and camera assistant, enhancing filming efficiency and output. Delivered voiceovers for 10+ multimedia projects, augmenting viewer engagement and professional sound quality. Oversaw the management and maintenance of projectors and screens at events, achieving a technical issue rate of less than 5%.
Assistant Director of Access Control at Otakorp, Baltimore Apr 2004 - Aug 2017
Oversaw access control for over 40,000 attendees annually, guaranteeing 100% compliance with safety protocols. Reduced incident response time by 40% through streamlining communication between staff and local authorities. Trained and supervised over 50 security volunteers each year, enhancing team readiness and crowd management capabilities. Maintained a zero-incident record across 12 conventions by proactively mitigating safety risks. Collaborated with external police and contracted security to formulate comprehensive safety plans and checkpoints. Infantryman at United States Army, Fort Carson
Sep 1998 - May 2001
Maintained and operated over 15 mechanized infantry vehicles and advanced weapons systems, achieving a 98% mission readiness rate through stringent preventive maintenance and inspections. Led and executed more than 100 reconnaissance, security, and combat operations, consistently meeting operational objectives in high- pressure, dynamic environments. Mentored and trained over 20 junior soldiers in infantry tactics, safety protocols, and weapons handling, thereby enhancing unit performance and achieving a 25% reduction in training-related errors. Conducted over 50 strategic patrols and convoy security missions across varied terrain, ensuring 100% personnel and asset safety within strict timelines. Collaborated with joint task forces and senior leadership to strategize and execute mission-critical objectives, showcasing exceptional communication, tactical planning, and situational awareness. Education
Technical Degree, Technical Degree, Calvert Career Center Aug 1986 - May 1998
References
Kelsey Mcdonough from United Health Group
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