Benjamin Dheel
Harper
Summary
Motivated and adaptable professional with a strong background in problem-solving, process improvement, and collaboration across diverse teams. Open to opportunities that leverage my skills in analysis, management, and leadership to contribute to organizational success.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Program Analyst
AmeriCorps
Washington
06.2024 - 06.2025
- Supported large-scale modernization initiative to enhance internal systems and external platforms.
- Conducted user acceptance testing, reviewing test scripts and simulating real-world scenarios to validate functionality.
- Collaborated with developers, testers, and business units to document issues, replicate bugs, and ensure timely resolutions.
- Created and updated SharePoint dashboards and tracking sheets for effective sprint task management.
- Analyzed user feedback and issue reports to guide process improvements and enhance support documentation.
- Participated in Agile meetings, applying iterative development principles and user-centered design methodologies.
Customer Service Representative
Alorica Inc.
01.2022 - 05.2024
- Managed sensitive financial accounts, ensuring compliance and accurate processing to enhance customer satisfaction.
- Analyzed customer feedback to identify root causes of complaints and recommend procedural improvements.
- Leveraged active listening and strategic communication to strengthen interpersonal and problem-solving skills.
- Adapted efficiently in a dynamic, fully remote environment while maintaining high performance.
Education
Education Specialist (Ed.S.) - Curriculum and Instruction
Marshall University
Huntington, WV05.2026
M.Ed. - Professional Studies
Fairmont State University
Fairmont, WV12.2023
B.A. Regents - Business Focus
Concord University
Athens, WV12.2021
Skills
- Business process analysis
- Requirements gathering
- Agile methodology
- UAT testing
- Documentation and issue tracking
- JIRA project management
- SharePoint collaboration
- Excel proficiency
- Communication and collaboration skills
- Remote work adaptability
- Curriculum development
- Project management
- Data analysis
Certification
Project Management Certificate - Associate
Timeline
Program Analyst
AmeriCorps
06.2024 - 06.2025
Customer Service Representative
Alorica Inc.
01.2022 - 05.2024
Education Specialist (Ed.S.) - Curriculum and Instruction
Marshall University
M.Ed. - Professional Studies
Fairmont State University
B.A. Regents - Business Focus
Concord University
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