Senior Business Analyst

MELISSA SHEETOO

** ******* ****** ***. | Beverly, MA 01915 | 978-***-**** | ********@*****.***

Work Experience

ITV Ventures: Beverly, MA; January 2007 – Present

Senior Business Analyst; December 2007 – Present

• Identify business needs and objectives, evaluate operational processes and procedures, and develop and recommend business specifications for new functionality

• Work with various teams on project execution to ensure quality throughout the pre-development life-cycle, production phase, and throughout launch

• Research new vendor options

• Manage the transition from existing to new platforms and interfaces

• Improve business processes through fit/gap analysis, process flow-charting, and quality assurance

• Project Manager for the launch of the company’s infomercial campaign call routing platform - LiveOps

• Project Manager for the launch of company’s internal and external client interfaces

• Manage training process for new platforms and interfaces- internal staff and external independent business owners (IBO)

• Write, maintain, and update training manuals and user guides for all platforms and interfaces

• Maintain cross departmental communication on current needs and expectations

• Work directly with the President, CIO, and other senior executives to determine the needs of our clients and how to deliver with excellence

• Travel and support company-sponsored events for independent business owners; Handle event IT setup, pre-registration, on-site registration, event website development, and system maintenance.

• Manage and maintain our main user databases: ByDesign, Exigo, West, LiveOps

Business Support Manager; August 2007 – December 2007

• Managed daily operations of the Business Support department in busy call center with 500+ calls/ day (not sure about that number)

• POC between Business Support and IS for daily operations

• Worked with CIO and Director of IS in developing operational protocols for internal and external users

• Oversaw ACD phone system

• Managed training program for all new representatives

• Responsible for call monitoring for customer service and training purposes

• Handled high-level escalated calls and problem-solving

• Assisted in recruitment and interview process

• Managed employee scheduling

• Determined need for Business Support representatives based on media schedule

Business Support/Customer Service Representative; January 2007 – August 2007

• Provided support for Independent Business Owners via phone and email

• Played an integral role in the development and evolution of the IBO program due to having constant interaction with them providing support and resolution

• Answered customer phone calls and questions in regards to processing sales orders, agreements, and terms

• Developed and maintained customer relations by responding to customer inquiries and initiating contact when necessary

• Quoted, negotiated, and closed customer sales orders

• Followed up on quotes and sales orders

• Responsible for keeping up-to-date and knowledgeable on all product science, collateral, and marketing campaigns

A.S.K. Learning: Burlington, MA; January 2005 – November 2006

Training/Logistics Coordinator

• Was responsible for logistics planning sales engineering training courses in Europe and the Americas for clients such as Cisco, Symantec, Lucent Technologies, Celestica and HP.

• Supported rapid training revenue growth from zero to $250K within a quarter.

• Developed planning procedures, checklists and forms

• Managed instructor and resource schedules for global courses

• Maintained travel arrangements, course supplies, inventory, and printing manuals.

• Directly communicated with clients, vendors, international teams and contractors to ensure seamless training delivery

• Processed and documented feedback

• Managed client and contractor billing and expenses

• Consistently used Microsoft Word, Excel, Access, Power Point, and Outlook

Mary Lynch School – Springfield Public Schools: Springfield, MA; February 2003 – June 2004

Science Specialist Teacher; August 2003 – June 2004

• Taught science curriculum for whole school, Kindergarten through fifth grade.

• Prepared fifth grade students for mandatory science MCAS Tests.

• Curriculum units covered:

o Sound

o water cycle

o weather

o solar system

o electricity

o simple machines

o animal classification

o chemical changes

o plants

• Responsible for 325 students, 12 classes

Fifth Grade Teacher - Long Term Substitute; February 2003 – June 2003

• Taught social studies, math, and language arts to culturally and socially diverse students

• Developed lesson plans and behavior modifications for the class

• Built relationships with students and guided their studies preparing them for middle school.

Education

Salem State College, Salem, MA – September 1996 – May 2002

• Bachelor's Degree: Elementary Education; Major GPA: 3.34

• Massachusetts Teachers License: #376923

• Honors: Cum Laude; 7 Deans List Awards

Contact this candidate