jessica claire montgomery street san francisco ca 94105 555 4321000 resumesampleexamplecom summary experienced business analyst versed data mapping user acceptance testing solving complex problems excels cultivating managing leveraging client relationships lead extended engagements business opportunities outgoing individual excellent creating strong partnerships ending long lasting resources driven extensive background call center operations strong ability work within teams multitask projects skills experience big data hadoop systems sql ssis gcp active directory mainframecobal jira git ms office azure sharepoint confluence service excellent requirements gathering skills excellent written listening communication skills call center leadership experience 062015 current business analyst rowe price baltimore md release management project development life cycle agile scrum kanban security access management led collaborated product shore engineering team members define develop new product concepts translated business requirements higher conceptual design ensuring program met performance usability functional requirements conducted working sessions stakeholders contractor product teams customers throughout entire system development life cycle resulting project delivery expected timeline led daily scrum standups agile development sprint planning meetings multiple concurrent projects evaluated projects issues alleviating problems distractions meeting team goals worked project stakeholders qa development business analysis achieve objectives managed schedules implementation product updates new releases worked various teams gather requirements create file layouts new incoming outgoing data data types included mainframe data sets text files apis source servers defined documented purge archive criteria file definitions adhering company policies developed implemented security initiatives protect important company data systems 042012 062015 document composition developer aetna inc san francisco ca created customer associate documents electronic direct mailing channels documents included statements letters w2 pay stubs documents created using dialouge extreme message point prinova software worked marketing legal teams determine business rules accurately message customers billing statements letters related credit applications inquiries built relationships internal external partners ensure printing federal banking regulations legal requirements met time 042007 042012 help desk support specialist corelogic myrtle point set new desktop systems configured laptops incoming employees loading required software server permissions kept customers informed issue resolution progress provided updated estimated times resolution ongoing basis researched documented escalated support cases higher levels support unable resolve issues using available resources consistently responded customer service emails within standard window optimal response conferred vendors external partners obtain assistance resolution applications incoming data 022005 042007 call center customer service macys city state accurately documented calls caller information mainframe system internal applications made updates data needed evaluated customer account information assess current issues determine potential solutions executed internal associate audits call center agents ensure accuracy following policies displayed strong telephone etiquette effectively handling difficult calls consulted customers determine best methods resolve service billing issues supported incoming customer inquiries via web based chat telephone channels coached led direct reports evaluating monitoring organizing quality control internal call center agents education training 062007 062002 bachelor science business management colorado technical university colorado springs co high school diploma st bernard elmwood place high school cincinnati oh