Customer Service Management

LORETTA REED

**** ****** ***. • Winnetka, CA ****6 • 818-***-**** / 805-***-****

***************@*****.***

PROFESSIONAL OBJECTIVE

Proficient Business Systems Analyst seeking to offer advanced education and experience to contribute to resource management, project life cycles, instructional design, and process improvement.

QUALIFICATIONS PROFILE

• Project Coordination: Mastery of all phases of project life cycle, including requirements analysis, solutions design, development, team leadership, resource management, milestones, status reporting, execution and client validation. Authored technology-based instructions combining multimedia, the Internet, and other sources. Proficient with Microsoft Office as well as other common business applications used throughout the project lifecycle.

• Information Technology: Excellence in network administration, routing protocols, TCP/IP protocols, Internet security, as well as, cost-benefit analysis, Gantt and PERT charts, budget estimation/control, WBS (work breakdown structure), and quality control

• Communications & Leadership: Unique blend of technical experience, technical skills and team-building capabilities; ability to increase organizational effectiveness and staff skill level through training and awareness of best practices. Proven ability to communicate effectively with all involved parties to ensure the development of viable business solutions to technical issues

• Instructional Design & Development: Supported Fortune 100 clients with implementation of materials supporting application deployment, functionality, and scope. Expertise in systems analysis, design, and administration; built knowledge of context diagrams, DFD, ERD, and UML diagrams. Comprehensive expertise of database configuration and management.

CORE TECHNOLOGIES:

Environments: Windows NT/2000/XP

Tools: VB.Net, Java, JavaScript, SQL, HTML, ASP, MS Office: Word, Excel, PowerPoint, Access; Visio, Dream Weaver, Photoshop, Net Objects, Captivate 2

PROFESSIONAL EXPERIENCE

UNITED HEALTHCARE, Glendale, California 2007-Present

Business Analyst II

Analyze the system development cycle and consult with users to evaluate business requirements, identify operating procedures, evaluate existing or proposed systems and prepare detailed specifications from which programs are written. Strategically communicate and deliver goals and requirements.

 Used pertinent data and facts to identify and solve a range of problems within the IT department.

 Developed complex business reports utilizing SQL queries and stored procedures.

 Investigated non-standard requests and problems.

 Prioritized and organized work to meet deadlines

 Provided explanations and information to others on IT projects.

RELATE CORPORATION, Camarillo, California 2004-2007

Instructional Developer/Designer

Assess, evaluate, and analyze training programs to ensure optimal course design, materials planning, deliverables, and learning outcomes. Implement and integrate authoring tools to synergize and develop technology-based training. Strategically communicate and deliver goals and requirements.

 Analyzed systems needs regarding use of network equipment and services, and provided planning, leadership, direction, and technical expertise to achieve learning outcomes.

 Delivered technical oversight and assignment, supervision, and review of work; developed standards and procedures for installation and configuration.

 Evaluated current technology and identified improvement and upgrade opportunities.

 Worked with remote development groups to facilitate implementations.

 Used VB.NET, ASP.NET, HTML, and Flash to develop complex web-based training for Fortune 100 clients.

 Gathered and documented detailed training system requirements.

 Built reputation as proactive problem solver with an understanding of the various interdependent factors that affect consequences on the overall operation.

BEAD SOURCE, Thousand Oaks, California 2001-2004

Sales Associate

Tracked, managed, and oversaw inventory to optimize and bolster sales. Cultivated excellent professional relationships with peers and lead staff, managing store operations and ensuring positive client relations.

 Proved talent for quickly learning new information, procedures, and technologies with expertise in customer service, business development, and process improvement.

ADDITIONAL EXPERIENCE

ELLA BLUE DESIGNS, Oxnard, California

Owner / Founder

Identified business needs and available solutions for customers. Controlled operating expenses; skilled in budget management, overseeing jewelry design, marketing/PR, company visibility, and resource management. Implemented processes and systems that generated higher productivity and revenues through daily operations management and leadership.

 Benchmarked and delivered processes that revitalized operations, customer service/relations, and business development.

EDUCATIONAL BACKGROUND

Bachelor of Science in Business Administration – Information Systems

California State University, Northridge, California

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