Makayla Shipp
Winder,GA
Summary
Resourceful IT Business Analyst offering a history of success consulting with key business stakeholders which includes but not limited to, documenting, coordinating, managing IT usage, services and department specific projects. Effective leader and problem-solver dedicated to enhancing technology & software to promote organizational efficiency and future growth.
Overview
13
13
years of professional experience
Work History
IT Business Analyst
Saia LTL Freight
11.2022 - Current
- Conducts interviews with internal customers and stakeholders to understand and document business needs to translate into requirements, project objectives and project scope.
- Presents alternative strategies, new products and service offerings to reduce negative impacts to projects.
- Supports IT leadership to build credibility with vast diversity of stakeholders from different origins (Business and IT).
- Participates in and oversee 5-10 development projects at one time to ensure requirements are being met.
- Acts as product owner of 3-8 solutions and identifies gaps and roadmaps that best fit business needs.
- Coordinates usage and delivery of IT services.
Customer Contact Center Supervisor
Saia LTL Freight
04.2015 - 11.2022
- Manage daily activities that impact targeted service levels and track adherence to schedules and average handle times.
- Supervise and track phone and email activity using various contact center applications and software tools.
- Direct, guide, coach and mentor team of approximately 50 agents to surpass individual and corporate goals.
- Facilitate change management activities for entire Customer Service department including corporate office and Boise General Office.
- Collaborate with and support tech with transfer/upgrade projects, testing and change management to provide departmental solutions.
- Create and implement new training initiatives such as online modules, interactive software and online programs, assuring continuous training to employees to promote long-term excellence for Customer Service, Operations and Sales Teams.
- Maintain customer satisfaction via inbound phone calls, emails and live chat with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Collections Agent
First Franklin Financial
01.2014 - 04.2015
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Collected payment on past due accounts with average 1-6 months delinquency.
- Accurately created and organized customer filing system.
- Solicited new business by making outbound phone calls .
Customer Service Representative
DS Services Of America
07.2013 - 04.2015
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Recommended products to customers, thoroughly explaining details.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with management to resolve escalated customer needs.
Customer Service Cashier
Zaxbys Resturant
01.2011 - 06.2013
- Handled daily credit and cash transactions for customers with accuracy and speed.
- Counted money and balanced cash drawers at beginning and end of each shift.
- Accurately submitted customer orders.
- Trained new cashiers/staff.
- Facilitated ordering needed supplies for the restaurant.
Education
High School Diploma -
West Hall High School
Oakwood, GA05.2012
Skills
- Call Center Software (Cisco, Microsoft Dynamics 365, AS400 etc)
- Employee Training, Coaching and Development on all platforms
- Motivational Leadership and exceptional communication
- Procedure Manual/Documentation Writing
- Customer Service Experience
- Training Experience
Timeline
IT Business Analyst
Saia LTL Freight
11.2022 - Current
Customer Contact Center Supervisor
Saia LTL Freight
04.2015 - 11.2022
Collections Agent
First Franklin Financial
01.2014 - 04.2015
Customer Service Representative
DS Services Of America
07.2013 - 04.2015
Customer Service Cashier
Zaxbys Resturant
01.2011 - 06.2013
High School Diploma -
West Hall High School
Similar Profiles
Sharon HowellSharon Howell
Regional Customer Team Lead at Saia LTL FreightRegional Customer Team Lead at Saia LTL Freight
Juan AlmaguerJuan Almaguer
Forklift Mechanic at Saia LTL FreightForklift Mechanic at Saia LTL Freight
BRIAN BAUMBRIAN BAUM
Dock Supervisor at Saia LTL FreightDock Supervisor at Saia LTL Freight
Cecilia ZavalaCecilia Zavala
Bilingual Customer Service Representative at Saia LTL FreightBilingual Customer Service Representative at Saia LTL Freight
Alondra RamirezAlondra Ramirez
4th Grade Teacher at Gwinnett County Schools4th Grade Teacher at Gwinnett County Schools