jessica claire montgomery street san francisco ca 94105 555 4321000 resumesampleexamplecom professional summary capable program analyst proven history enhancing department veteran affairs operations wellcoordinated addressing problems investigating root causes implementing successful resolutions pursuing new professional opportunities room advancement strong leadership team building skills proven supervisory skills decision making effectively negotiate explain communicate internal external stakeholders background includes software development qa testing business analyst product deployment planning testing manage releases knowledgeable documentation schematics production requirements skills proficient microsoft windows office suite word excel powerpoint adobe creative suite data analysis expertise meeting facilitation planning meetings customer serviceoriented personable problem solving organizational skills stakeholder relationship management project management project oversight project planning development team building leadership supervision work history 112015 current management program analyst department labor escondido ca excellent written verbal communication skills feasibility studies monitoring progress change management business analysis risk assessment manage risk recommendations change continuous improvement resolving issues application deployment software installation software testing headed 3 large scale project teams specializing distribute 39 million dollars scholarships student loan repayments developed longterm business strategy using customer feedback identify necessary process improvements established planning objectives projects identifying key issues approaches performance metrics conduct special analysis recommend solutions develop action plans coordinate conduct facilitate internal external stakeholder meetings create design work processes systems stakeholders customers timely manner educated key personnel appropriate production methods achieve expectations meet quality control standards lead special confidential assignments support senior management project manager national hr initiatives plan coordinate execute business functions allocate resources manage production resolve highly complex programmatic problematic issues timely manner communicate technical information person writing diverse audiences functional crossfunctional levels plan coordinate monitor projects assignments competing demands deadlines successfully collaborated engineers verify design changes increased efficiency team performance implementing actionable process improvements led team 4 administering infrastructure aligned staff members develop identify achieve assigned goals initiatives kept project schedule within budget serving project leader increased customer satisfaction adherence quality standards customer requirements oversaw large portfolio projects support teams report progress influence positive outcomes key stakeholders achieved project deadlines coordinating contractors manage performance maintained schedules ensure key milestones met every phase managed product development lifecycle conception release supervised design staff product creation release reviewed finished product determine quality readiness release extensive knowledge deployment automation release management experience managing development operations devops teams 012014 092015 program analyst alutiiq llc camp springs md supported veterans benefits administration technology solutions include change management application testing data integrity management enduser support drafting business requirements created recommended changes improved workload work methods va employees performed budget analysis monitored project funding managed database integrity offered technical support regarding applications system issues supervised workload performance management departmental staff training assessments face face meetings collaborated senior executives leaders discuss creation business requirements enhance workflow improved resource allocation promote efficiency deadline management fostered client retention providing efficient service oversaw large portfolio projects support teams report progress influence positive outcomes key stakeholders worked senior leadership ensure complex projects completed time underbudget achieved project deadlines coordinating contractors manage performance defined clear targets objectives communicated team members took active role company growth consistently providing quality customer service promote growth retention increased efficiency team performance implementing actionable process improvements increased customer satisfaction adherence quality standards customer requirements 30 established planning objectives projects identifying key issues approaches performance metrics aligned staff members develop identify achieve assigned goals initiatives 072007 012014 certified veteran service representative cb richard ellis yonkers ny managed claims inventory associated databases reconciled files reviewed claims determine appropriate action conducted face face telephone interviews veterans various agencies regarding disability benefits responded white house congressional inquiries members staff clients via email mail fax interacted veterans dependents expedite financial hardship cases claims provided customer service veterans dependents resolved complaints timely manner managed high level case loads serving 300 veterans monthly point contact new hire interview candidate site tours provided primary customer support internal external customers fastpaced environment maintained customer satisfaction forwardthinking strategies focused addressing customer needs resolving concerns fielded customer questions regarding available va benefits trained mentored new personnel hired fulfill various roles provided constant training staff newly developed training programs including online modules interactive software used classrooms new language labs computer systems designed facilitated training courses aligning new learning development solutions organizations strategic goals mission vision traveled client locations conduct training classes conducted orientation sessions assess skill levels areas strength weakness developed training aids including training handbooks demonstration models multimedia visual aids computer tutorials reference materials 112005 012006 customer service representative tiffany co city state fielded customer questions regarding available merchandise sales current prices upcoming company changes collected customer feedback made process changes exceed customer satisfaction goals maintained customer satisfaction forwardthinking strategies focused addressing customer needs resolving concerns educated customers promotions enhance sales provided primary customer support internal external customers fastpaced environment communicated vendors regarding back order availability future inventory special orders offered advice assistance customers paying attention special needs wants liaised customers management sales team better understand customer needs recommend appropriate solutions accepted customer merchandise repair valuation special order engraving embossing etching demonstrated thorough working knowledge tiffany cos policies procedures product service offerings various departments work interact maintained professional approach face face interaction customers performing necessary customer followup timely manner assisted opening closing department assuring accuracy point sale terminals met maintained established productivity goal assisting 2025 customers per day ensuring security standards maintained provided support assistance management coworkers special assignments education 122018 master science human services clinical mental health counseling wake forest university winstonsalem nc 122011 master arts pastoral counseling liberty university lynchburg va 072004 bachelor arts fine arts university west georgia carrollton ga