Adedra E. Rice
Senior Business Analyst
Charlotte,NC
Summary
Experienced IT professional with a strong background in collaborating with cross-functional teams to analyze data, develop operations, and deliver efficient processes and IT system analysis. A well-rounded leader with a track record of providing exceptional customer service, driving high production levels, and making innovative impacts, all while maintaining a compassionate management style and a growth mindset. Skilled in gathering and documenting functional and business requirements, and adept at managing relationships with vendors, clients, owners, executives, and stakeholders. Possesses excellent written and oral communication skills, with a proven ability to adapt to various situations. A flexible and versatile leader with extensive experience in customer service, administration, sales, training and development, as well as research. Excels at cultivating new corporate and sales business opportunities while demonstrating excellent coaching, motivational, and leadership skills.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work History
Senior CSS Business Analyst
Duke Energy
05.2018 - Current
- Provides ideas/input changes leading to operational efficiencies within the Customer Service Organization and Customer Connect
- Engages and communicates effectively with fellow employees and key stakeholders in identifying opportunities that positively impact company financials by leveraging resources, processes, and technology
- Collaborates with other organizations to ensure risk/concerns are identified and addressed in a timely manner
- Maintains effective communication and working relationships with other groups and departments to support successful process design, implementation and adoption of new processes
- Works to standardize processes across 4 different jurisdictions (6 states)
- Partners with the business to ensure alignment of future processes with the strategy of the Customer Service Organization
- Efficiently wrote and aligned communications of complex information into simple, readable form
- Contributes to a positive work environment to ensure safety and efficiency
- Adopts and models the safety guiding principles, maintaining productivity and focus, keeping management well informed of project deliverables and emerging issues/opportunities
- Assists with designs of screens for front end users within the Customer Connect project
- Ensure that performance objectives and functions of SAP Service and Work Order enhancement designs are in alignment with business requirements
- Documented use case requirements, gathered requirements, wrote and maintained user stories and performed Gap Analysis activities
- Developed test cases and scripts for testing of new software
- Knowledge of software development lifecycle and methodologies including agile and waterfall
- Provides Production support for billing system
- Met SLAs for production, including core system and all digital channels, regarding system availability, system performance, critical batch jobs, incident response time and incident restoration time
- Implement technology upgrades and other required changes (cybersecurity, regulatory, compliance, etc.) by negotiated due dates
- Test, document, and validate defects for each release to ensure timeliness in deployment and facilitate overall defect burn down
- Ticket triaging for production support issues via chat, email, and voice channels
- Worked with Training and Change Management to develop material for end users
- Point of contact for front end users during releases for new billing system
- Reports to leadership any major defects or code changes after Go-Live
- Continues to support business units and manage defects and change requests for system
Call Center Supervisor
Duke Energy
03.2015 - 05.2018
- Handle and resolve customer complaints through verbal and electronic communication
- Works with HR and other teams to ensure that all Contact Center Guidelines and Policies and Procedures are followed
- Approving timesheet information in accordance with payroll guidelines
- Ensures employees are promoting products and services with current marketing
- Driving the development of high performance and superior customer service
- Develop a team that supports client programs, service and products effectively
- Recruiting, Hiring, Developing/Training, Coaching, Motivating, Retaining and Evaluating qualified staff
- Ensure service levels are satisfied by leading floor management and workflow distributions
- Maintaining talk/wrap time, service, data and both customer and client satisfaction levels
Customer Service Team Lead
Duke Energy
10.2009 - 03.2015
- Promoted to team leader position to directly train, develop and supervise 30+ customer service reps
- Excellent leadership skills and negotiation skills to allow a win-win for the customer and the company
- Responsible for answering, investigating and resolving escalated customer complaints and issues ensuring one call resolution to meet the customer and our company’s needs
- Able to utilize effective time management skills to organize and prioritize assigned tasks to ensure the highest quality work in a timely manner
- Foster an environment in which employees are motivated to achieve and deliver optimum performance levels
- Promoted collaboration among team members and team leadership
- Conducted monthly coaching sessions to help develop and mentor specialists to CCC behavioral model
- Solved complex customer and specialist issues and concerns
- Monitored the CMS Supervisor and Operational Analyst reports to help obtain good service levels for our call center
- Facilitate team meetings and create agendas
- Fill in for supervisor when needed
- Provided floor support to specialists with complex issues and routine questions
- Monitored monthly quality sessions
- Worked with cross functional departments to communicate complex issues for customers and specialists and help streamline processes
Education
Practical Nursing Diploma - LPN
Greenville Technical College
Greenville, SC 08.1992 - 08.1996
Skills
- Project Design
- Negotiation
- Strong Problem-Solving Capabilities
- Accountable
- Data Analysis
- Report Generation
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Operations Management
- Recruitment
- Engagement and Development
- Customer Service
- Vendor Management
- Detailed Oriented and Organized
- Team Building
- Process Management
- Results Driven
- Budgeting
- Data analysis
- Call monitoring
- Policy enforcement
- Requirements gathering
- Coaching and mentoring
- Customer satisfaction
- Team collaboration
- Staff motivation
- Microsoft Office Suite
- Project management
Activities And Membership
- Leadership Development Network
- Business Women Network
- Advocates for African Americans
- Live Well Champion
- Safety Council and Committee
- Business Continuity Committee
Timeline
Senior CSS Business Analyst
Duke Energy
05.2018 - Current
Call Center Supervisor
Duke Energy
03.2015 - 05.2018
Customer Service Team Lead
Duke Energy
10.2009 - 03.2015
Practical Nursing Diploma - LPN
Greenville Technical College
08.1992 - 08.1996