DAIJA OUTLAW
Florissant,MO
Summary
Strategic business professional with over 5 years' experience in a broad range of industries, including: financial institutions and retail. Proven track record in collaborating with cross functional teams to provide effective business solutions. Currently seeking a role as a Business Analyst to showcase strong leadership capabilities, business acumen and analytical skillset.
Overview
10
10
years of professional experience
Work History
Customer Service
Mohela
07.2023 - Current
- Answered 100 incoming calls and emails a day from current customers and asked open-ended questions to determine needs.
- Developed lasting relationships with customers, which helped to bring in additional business opportunities.
- Updated customer service database with new information, address changes and contact details.
- Researched and analyzed borrower accounts based upon various Loan Servicing Processing queue tasks.
Business Analyst
A&C Happy Hour
01.2020 - Current
- Implements and develops business process improvement plans
- Identified areas of improvements and provides recommendations to strengthen business techniques and strategies
- Compiled sound data from organization's performance
- Conducted data analysis to help identify effective business and financial solutions
- Created 50 detailed reports and presentations displaying business updates, performance metrics, and ongoing trends
- Utilizes financial performance reports to establish effective cost-savings mechanisms and budgets
- Analyzed and interpreted complex data history and recommends improvement strategies and opportunities.
Customer Service Representative
Wells Fargo
01.2017 - 01.2020
- Managed a caseload of 50 inbound calls per day
- Handled calls related to online client support
- Fulfilled clients' needs by listening to concerns and providing solutions
- Assisted clients with online portal navigation in order increase their familiarity and retrieve pertinent account information.
Customer Service Lead
Teletech – USAA
01.2014 - 01.2017
- Ensured customer satisfaction by providing solutions and alternatives to individuals' concerns
- Informed account holders about additional products and services after resolving customer's initial concern
- Assisted clients with account changes including: account upgrades, updates, and cancellations
- Coached and trained new hires on daily job duties increasing department's promotion rate by 7%.
Education
Bachelor of Science - Business Administration
University of Missouri – St. Louis
St Louis, MO12.2019
Skills
- Advanced in Microsoft Office (Excel, Access, PowerPoint)
- Business Acumen
- Attention to Detail
- Corporate Policies
- Time Management
- Leadership
- Data Analysis and Review
- Project and Process Management
- Technology Savvy
- Strong Presentation Skills
- Problem Solving
Timeline
Customer Service
Mohela
07.2023 - Current
Business Analyst
A&C Happy Hour
01.2020 - Current
Customer Service Representative
Wells Fargo
01.2017 - 01.2020
Customer Service Lead
Teletech – USAA
01.2014 - 01.2017
Bachelor of Science - Business Administration
University of Missouri – St. Louis