Business analyst
Resume:
PERSONAL STATEMENT
Desire a position that utilizes and builds upon my formal business management education and my practical business operations experience. My skills have been developed in a variety of industries including the challenging day-to-day management of convenience restaurants, customer service work in call-centers for various businesses, and sales/customer service in a for-profit educational institution.
My personal attributes are highlighted in fast-paced environments demanding strong organizational, technical, and interpersonal skills. Highly trustworthy, ethical, and discreet, committed to superior customer service, confident and poised in interactions with individuals at all levels, my results demonstrate my detail-orientation, resourcefulness and creativity solving problems, and my ability to multi-task effectively.
Areas of Expertise
Customer Service & Sales
Managing Teams & Personnel Issues
Accounts Payable/Receivable
General Accounting/Bookkeeping
Managing Data
Solving Operational Issues
PROFESSIONAL EXPERIENCE
Bridgepoint Education 2010 - Present
San Diego, CA
Academic Counselor
Management
Manage student files capturing progress notes, ensuring updates as required, and assist students with various issues.
Provide student support during period of initial classes.
Sales and Customer Service
Contact and convert qualified prospects.
Provide customer support through both outbound calls and inbound calls.
Achievements
Maintain a student retention rate 30% higher than the company’s average retention rate.
Deliver $1.6 M+ potential profit through sales and retention results.
Taco Bell 2007 - 2010
Spanaway, WA
Assistant Regional General Manager
Management
Managed all aspects of personnel employment: Recruited, interviewed, hired, and trained staff; managed work, conducted performance reviews, and developed performance improvement plans; identified and delivered disciplinary action including employment termination.
Assisted employees with their benefits and/or rights issues.
Ensured that the team was trained, understood, and work was aligned with corporate goals such as sales and fund raising.
Operations
Managed shifts and assisted with the weekly performance and financial reports.
Tracked labor and food costs; forecasted, ordered, and managed product inventory.
Prepared the daily cash deposits, ensured the accuracy of cash in the store, and, when needed, tracked and resolved money issues or theft.
Assisted the store manager in the development and execution of the employee’s work schedule.
Sales and Customer Service
Ensured customer satisfaction including emphasis on service delivery speed.
Ensured that promotions were correctly advertised, staff properly trained on the new product, and ensured that employees were executing plan as defined including product up-selling.
Achievements
Through a variety of improvements (enhanced employee morale, new employee selection process, delivery of improved product quality through better training), delivered the following results:
Decreased employee turnover rate by 50%.
Increased sales 25%.
Improved quality by 75%.
Decreased waste by 20%.
Improved service time speed by 10%. Improved the training documents and employee files to meet OSHA requirements at a 100% rate.
Received a 98% OSHA rating and improved inspection score rates by 15%.
Improved secret shops scores by 50%.
Jacquelyne Wilk
**************@*******.*** 619-***-****
Affiliated Computer Services 2006 - 2007
Olympia, WA
Customer Service Representative
Customer Service
Answered calls for call center environment and provided information for customers.
Handled sensitive and secure customer information.
Entered required customer information into the company's data base.
Used the information provided by the customers to qualify them for credit cards.
Achievements
Maintained a 100% on quality checks (calls were monitored and graded).
Licensed in Life and Health Insurance in 48 states.
Resolved all customer issues and concerns without the need for management intervention.
Wendy’s International 2000 - 2006
Olympia, WA
Assistant Manager
Management
Managed all aspects of personnel employment: Hired, trained, managed, reviewed, disciplined, and terminated employees.
Aligned the team’s work activities with corporate goals.
Assisted employees with their benefits or rights issues.
Ensured employee records were current including training requirements.
Operations
Assisted the store manager in store operations including shift management and weekly report generation.
Tracked labor and food cost, ordered products, and managed weekly inventory.
Prepared the daily cash deposits, balanced daily financials, and tracked money issues or theft.
Prepared the weekly and monthly bookkeeping tasks were completed as required and on schedule.
Confirmed accuracy of previous day’s financials and reported to corporate prior to start of day’s shift.
Assisted with new store opening including training and daily inventory requirements.
Sales and Customer Service
Managed the team to achieve target service delivery goals.
Ensured proper execution of product promotions including training employees and advertisement standards.
Worked with team to ensure customer satisfaction.
Achievements
Increased sales by 20%.
Improved record keeping.
Eliminated cash handling issues
reducing costs by $50-100/week. Decreased waste by 15%.
Improved speed of service time by 20%.
American Limousine 1998 - 2000
Willowbrook, IL
Customer Service Representative
Customer Service
Provided telephone support for a customer call center answering customer questions and resolving problems.
Input customers’ reservation data into the company’s database.
Managed customers’ accounts including communicating changes such as schedule delays and modifications.
Achievements
Assumed human resource activities such as filing personnel documents, creating company spreadsheets/reports, and assisting with the input of employee information into the company’s database.
EDUCATION
Master of Arts, Health Care Administration - 2011 - Present
Target Completion: 2nd Qtr 2013 Ashford University
GPA: 4.0
Clinton, IA
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