jessica claire montgomery street san francisco ca 94105 555 4321000resumesampleexamplecom professional summary experienced lead business analyst 14 years experience emphasis activity management salesforce demonstrated strengths include organizational leadership communication skills extensive experience working business partners programmers implement new technologies using agile waterfall methodologies lead business system analyst gather requirements develop use cases test cases order deliver key initiatives looking join team continue implement successful projects meet customer needs business initiatives skills multitasking organized test case scenarios business artifacts documentation business development expert several applicationswhich include activity managementand salesforce gap analysis experience agile waterfall projects excellent oral written communication strong leadership skills skilled call center operations adheres customer service procedures strong problem solving aptitude persuasive speaker work history 102007 current business analyst nbc universal san diego ca effectively worked multiple tasks project simultaneously conducted interviews key business partners collect information business processes user requirements analyzed business requirements develop functional detail design specifications application identified process inefficiencies gap analysis determined impact current business processes users stakeholders implemented user acceptance testing focus documenting defects executing test cases conducted functional walkthroughs user acceptance testing sessions developed training customers resolved customerissues problems escalated 3rd level support trained team members project knowledge business processes managed testing cycles including test plan creation coordination user acceptance testing worked designers developers testers ensurethe application matches business partners requirements 032003 102007 test analyst ita group west des moines ia determined testing needs based code scope projects wrote user acceptance test cases lead user acceptance testing provided daily status monitored resolved defects provided evidence test project documentation 061997 032003 customer service representative quality assurance specialist state farm insurance city state oversaw call center employees ensure customer satisfaction goals consistently met managed customer calls effectively efficiently complex fastpaced challenging call center environment prepared reports communication senior management clients met exceeded service quality standards every review period conducted performance reviews customer service representatives reduce resolution time improve customer satisfaction rates education bachelor science insurance illinois state university normal il