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Click here or scroll down to respond to this candidateCandidate's Name
Bachelor of Arts Supply Chain Management - Michigan State UniversitySUMMARY:Experienced customer service representative with advanced data entry, business analysis, and project management office experience capable of interpreting database structures and utilizing reporting/query tools for various clientele, development, and quality assurance.EXPERIENCE:TalentBurst Inc. Business Support/ Data Entry March '23 June 23Developed comprehensive customer service strategy to reduce resolution time for on-going customer inquiries by 25%, achieving maximum customer satisfaction.Upsold products and services to customers to grow recurring revenue by 15% over 6-month period.Reduced customer service calls and inquiries by identifying and resolving 15 known technical issues in online menu from previous month.Point B Solutions Group Customer Service/ Administrator September '22 December 22Received 98% positive customer feedback after resolving complex customer complaints in timely mannerCreated automated customer service processes that substantially reduced service delivery time and improved overall customer experience.Monitored sprint activity on four separate boards in Jira and reported irregularities by providing dynamic dashboards in Confluence with defect reports, outstanding tickets, traceability, & dependencies, etc. by leveraging Jira Query Language (JQL).Performed sanity checks on internal and external data contracts reviewing modifications to BAU processes prior to signoff from the Design Review Board ensuring that development and testing efforts were not hindered by distracting approval processes.Matrix Resources Inc. Customer Experience Analyst March '22 May 22Leveraged the antiquated RAID methodology to document CIAM user stories/journeys in Azure DevOps for the development team, quality assurance, and design team to meet specifications required to achieve MVP while tracking defects in Jira for validation against requirements.Worked with ITSM team to design, implement, and maintain CIAM governance for four banks within the newly established organization post-merger to protect from fraud and breaches using privacy solutions to safeguard against cyber threats while maintaining a great user experience.Defined and documented access management security requirements/journeys for step-up authentication external tools such as RSA SecurID, Ping ID, and Transmit Security at the behest of multiple MRA requests. Managed the MFA vendors risks and issues escalating as appropriate.Utilized ServiceNow to input change requests that supported development efforts and consolidated ITIL supporting documentation in Confluence with the help of the team. Worked with Shared Services Leaders to facilitate change request approvals prior to attending the Change Approval Board meetings to review requests for approval while documenting and completing action items.Primus Software Corporation Tech Support Level 2 August '21 November 21Attained 95% customer satisfaction across all customer service channels after using personalized service for high-value clients.Acquired recognition for creating an innovative Apple Support mobile application to provide customers better access to customer service.Successfully managed customer inquiries and improved customer service processes with the introduction of a customer relationship management system.Worked with the project management, development, and quality assurance teams to finalize the deployment of the Snowflake database for the Salesforce ecosystem.Financial Management Services Group Inside Sales Consultant June '20 July 21Called prospects daily tracking their interest level and maintaining a relationship with Gold, Silver, and Platinum elite prospect and referrals. Created call scripts for the various products and prospects.Acted as Product Owner and Business Analyst ranking PBIs (product backlog items) through meetings with stakeholders and a series of sprint planning activities at the behest of Salesforce power users. Led sprint retrospectives with the goal of improving communication and collaboration with the goal of improving agile methods and practices during cycles.Identified the needs of small businesses by understanding the clients existing CRM application(s) and/or consulting with users on how to improve their existing processes utilizing Salesforce applications.Discussed ROI of the purchase of the Salesforce suite considering the various modules, number of user licenses, and access management required to meet their needs.Utilized the Sales and Commerce Cloud to import a data dump of existing leads and customers to provide users with a centralized locale for complete visibility of customers, orders, sales, and booked vs completed appointments.Improved lead generation in the Marketing Cloud enhancing their existing targeted SMS/email blasts and promotional materials.Infosys Limited, Richardson, TX location Lead Specialist (Scrum Master) April 19 January 20Documented classic, lightning functional, and security requirements for SIT, UAT, and PROD environments prior to sizing stories, spikes, and defects with the help of the scrum team.Conducted all sprint planning, sprint demos, sprint retrospectives, story grooming, and release planning ceremonies not excluding daily standups capturing potential retro discussion topicsPrioritized requirements backlog based on product owner and business leader feedback within the scrum framework and Salesforce Lightning migration experience best practices.As a Scrum Master assisted with requirements vetting, joint application designs (JAD) sessions, and root cause analysis (RCA) discussions to formulate portfolio roadmaps, EPICs, Features, and User Stories in JIRA derived from executive team goals and enterprise product roadmaps.Wenke Millenium Greenhouses Picker/Warehouse Associate May '16 November 16Planted seeds and implemented irrigation systems for the spring delivery of bulbs and plants.Organized plants in accordance to pick and delivery schedule for various vendors in the southwest Michigan and northern Indiana.GN Resound (GN Store Nord) Ballerup, Denmark Scrum Master June 14 to February 16Northern Trust Bank Wealth Management (WM) Contract Business Analyst / PMO Program Administrator June 13 to Dec 13Signature Consultants, LLC. (Bankers Life & Casualty) Contract Business Analyst Consultant December 13 to June 13Talk3 (Portage Ventures - VC) Business Analyst (Reporting to CEO), SCRUM Team March 12 to January 13Computer Aid Incorporated (CAI) Contract Business Analyst/Process Consultant via Disys July 11 to March 12Info.com Inc. (Zenya Tool - New Product Development and Launch) Contract Business Analyst May 10 to July 11Enova Financial (Cash America International, Inc.) U.S. Business/Systems Analyst August 08 to February 10The Wrigley Company Contract Technical Business Analyst, Consultant April 08 to July 08Compass Lexecon (FTI Consulting, Inc.) Analyst March 07 to February 08Great Point Capital LLC Trader Trainee, Contract Position March 06 to November 06EDUCATION:Bachelor of Arts (BA), Michigan State University, East Lansing, MichiganSupply Chain Management with a cognate in Macroeconomics 2006 |
