Customer Service Sales

Martha DePriest

**** ** **** *** | Portland, OR *7213 | 503-***-**** | *************@*****.***

SUMMARY OF QUALIFICATIONS

High potential Senior Business Analyst who is a highly motivated professional with 30 years at years at

Dex Media. Energetic, self managed individual with excellent organizational, analytical, interpersonal,

and problem solving skills. Proven ability to work independently, while successfully meeting timelines

and project objectives. Able to grasp new ideas quickly and translate them into desired results.

Committed to achieving the highest level of professional and personal development.

SKILLS

BABOK (Business Analysis Body of Knowledge)

Process Analysis

Process Development

Agile XP Concepts

Business Process Testing

System Development and Testing

Project Management

Share Point

Data Mapping

Work Flow Analysis and Documenting

System Data Conversion

Mercury Quality Center

Management Skills

Analytical

Investigative Skills

Effective Communicator

Presentation Skills

Problem-solving

Math and cognitive reasoning proficiency

Process & Procedures for Internet data entry

Quality Tools

Visio

Microsoft Excel, Word, PowerPoint, MS Project

PROFESSIONAL EXPERIENCE

Dex Media - Portland, Aurora, CO, Vancouver WA

Sales Support Manager/Business Analyst 9/2009 - 10/2010

• Collect, analyze, and report data.

• Implement and train process improvements.

• Manage four Sales Support Analysts.

• Manage, track, and supply productivity feedback.

• Coach and train adherence to process and procedures.

• Manage book closing processes.

• Provide sales reports to Director to manage sales campaigns.

• Support Sales Managers providing reports and system support.

• Support Sales providing them with quality system tools that promote selling and customer service.

Accomplishments

- Data collection and analysis led to successful campaign management.

- All employees met or exceeded expectation.

- Instrumental in implementing local scanning stations resulting in cost and productivity savings.

- Provided job aids and led team meetings to discuss areas of confusion and improvement opportunities.

- Coached individual sales reps on process and procedures which increased productivity and sales.

Senior Business Analyst 1/2006 – 7/2008

• Support system conversion - Specification requirement development and review, process flow (Viso) and

procedure documentation.

• Utilize Agile methodology

• Utilize Sharepoint to communicate spec iterations, meeting notes, project plans etc.

• Interface with Amdocs (system developers) to ensure system functionality.

• Write and execute Test Cases

• Develop and write business as usual process documentation and training materials.

• Responsible for supporting 6 client teams.

• Cross-functional interaction with business clients, business analysts, and Senior management.

• Submit and review Work request changes, file system defects and test system changes.

• Interfaced with Change Mananagement and Release team.

• Project manager for two operational teams.

Accomplishments

- Successful conversion of three legacy data bases to one platform.

- Support clients with data issues to allow 100% successful delivery of products to customers.

- Claims reduced by 92%.

- Provided job aids and led team meetings to discuss areas of confusion and improvement opportunities.

- Support Conversion Clean-up team. Assistance provided in the following areas:

Evaluated and recommended direction and solutions on approximately 100 data issue reports.

Training and support of Clean-up Domain functionality and Data defect tracking.

DBI development, testing, and implementation

Keystone Conversion Data Clean-up Team Manager/Business Analyst 5/2003 – 12/2005

• Responsible for managing 24 Data Clean-up analysts.

• Develop and Design Error Resolution domain.

• Responsible for operational error message understanding and resolution.

• Established Data Verification team to validate the integrity of converted data.

• Interface with conversion developers and programmers.

• Cross-functional interaction with all Dex Media work groups.

• Conduct system testing to identify processes for resolving rejects and to determine head count and

timeline projections.

• Develop process documentation and training materials.

• Develop tracking tools to monitor data clean-up reports and to identify individual performances.

• Identify and correct post conversion erred data for all work groups.

Accomplishments

- Processed 153 reports, 154,202 data corrections, impacting $4,952,867 in revenue.

- Identified over 160 system defects resulting in improved system functionality, efficiency and accuracy of

converted data.

- Unlocked a total of 50,951 customers across three regions exceeding all goals and expectations.

- Processed 50 post conversion reports correcting 50,507 data fields in converted system.

Project Star Customer Support Manager/Business Analyst 10/2002 - 11/2003

• Responsible for managing a team of 12 Customer Service Reps.

• Developed processes, procedures, and training material.

• Delivered training and provided ongoing employee development

• Data Mapping for conversion

• Identify and manage team to resolve legacy data issues.

Accomplishments

- Met and exceeded all quality and customer service goals.

- Corrected 85% of legacy data issues

Revenue Assurance Team Manager - 2/2002 - 1/2003

Revenue Assurance Team - 9/2001 to 1/2002

• Responsible for managing 3 Revenue Assurance analysts.

• Manage work flow, quality and quantity results.

• Responsible for identifying accounts currently not billing, determine root

cause, and reinitiate revenue back into the billing stream.

• Communicate issues to CMO, Sales, and Quality Coaches.

• Extensive knowledge of Qwest and CLEC listing and billing procedures.

Accomplishments:

- Team exceeded 6 million dollar goal in 2001.

Standardization Team Business Analyst 1/1998 to 9/2001

• Responsible for standardizing process across three regions

• Utilized standardization tools; PDCA, Pareto charts, case analysis, fish bone diagrams, brainstorming etc.

Accomplishments:

- Standardized 110 process.

- Developed and delivered standardized process documents.

Customer Analyst Supervisor - 4/95 to 1/97

• Responsible for managing 13 analysts.

• Manage work flow, quality and quantity results.

• Coach and provide effective feedback to direct reports to maximize performance results by using

motivation techniques, leadership, and reinforcement of standardized policies and procedures.

• Promote positive interaction with internal and external customers.

• Successfully managed implementation of directory re-scopes, area code splits, and local exchange

carriers.

Accomplishments:

- All direct reports met or exceeded performance objectives.

- Consistently met or exceeded budget goals.

Customer Analyst - 8/1980 to 3/1995 and 2/1997 to 8/2001

• Responsible for processing billing and listing updates.

• Develop and test training material for Verizon manual processes

• Coach analysts on job functions and business processes.

• Provide on-going assistance to educate Customer Care, Market Assignments, Commissions, and Sales on policies, processes, and procedures.

• Highly skilled at building effective, productive working relationships with customers, peers, and

management.

• Team member of Commission and Results mechanized test team.

• Provide continuous assistance to Course Managers and Operations Support in identifying and

developing new policy, processes and procedures for corporate initiatives.

Accomplishments:

- Consistently exceed established performance goals.

- Team member of CLM Standardization Committee - standardized approximately 130 functional and

cross-functional processes.

COMPUTER SKILLS

• PC - Word, Excel, PowerPoint, Microsoft Project, Visio, Quality Center, Orbit, Monarch, Oracle

EDUCATION

University of Villanova – Enrolled – Master Certificate in Business Analysis – 2012

Essentials of Business Analysis

Mastering Business Analysis

Project Management for IS/IT Professionals

University of Phoenix – Bachelor of Science, Business Management – 2004

Portland State University – Education studies 1975 - 1978

MEMBERSHIPS

IIBA– International Institute of Business Analysts

IIBA – International institute of Business Analysts – Portland Chapter

TRAINING PROGRAMS

Time Management – Rocky Mountain States Learning Center

Writing To Get Things Done, U S WEST Learning

Continuous Improvement Journey, U S WEST Learning

Management Utilization Skills I, U S WEST Learning

Management Utilization Skills II, U S WEST Learning

Emergenetics Seminar, Geil Browning, Ph.D.

Microsoft Word Training, Catapult

Managing a Diverse Workforce, U S WEST Learning

Small Group Communication, Concordia College

COMMUNITY ACTIVITIES

• Diversity Team – Dex Media Organize and participate in diversity activities at Dex and the community.

• Health and Safety Committee – Dex Media - Portland

• Art Literacy Volunteer - Beaverton School District - Teach art history to middle school children, exploring

different artists and their techniques, through lecture and hands on experience

• Speech and Debate Volunteer Judge - Beaverton School District

• Meals on Wheels Volunteer

AWARDS

• Dolphin Award Winner - Operation Team - Ten digit conversion

• Dolphin Award Nomination – Commission and Results Test Team

• Connecting Day – Standardization Committee

• Five US West Team Diversity awards

• Accuracy Award - Service Order Analyst

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