Derek Manns
Plain City,OH
Summary
Business Analyst with strong leadership skills, focused on results. Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills.
Overview
8
8
years of professional experience
Work History
Business Analyst
ODW Logistics, Inc
09.2022 - Current
- Facilitate elicitation and management of requirements throughout software development lifecycle
- Lead requirement discovery sessions employing diverse mediums and engagement strategies
- Partner with both internal and external stakeholders to identify optimal practices and specifications for new applications, fostering positive relationships
- Analyze data to enhance processes in alignment with key metrics and KPI's
- Develop and sustain comprehensive business requirements documentation, ensuring clarity and traceability of requirements
- Serve as primary liaison for system enhancements and changes, coordinating effectively with internal and external stakeholders to ensure concise documentation of requirements
- Develop knowledge and business acumen across broad spectrum of applications including, AS400, SQL, and Excel to recommend optimal business solutions.
- Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
- Improved business processes by analyzing current practices and recommending optimization strategies.
- Supported software development projects by defining clear requirements and effectively communicating them to technical teams.
- Conducted interviews with key business users to collect information on business processes and user requirements.
- Streamlined project management with effective communication and collaboration across cross-functional teams.
- Boosted customer satisfaction levels by identifying areas of improvement and proposing actionable solutions.
Senior Account Manager
Forward Air Transportation Services
11.2018 - 09.2022
- Develop and nurture existing clients while seeking to increase value proposition through additional services
- Coordinated the booking and handling of full truckload transportation services across the continental US
- Understand forecasting trends and projections utilizing industry standard tools and metrics
- Develop strong personal relations across a broad spectrum of stakeholders internal and external
- Create, track and maintain fulfill of orders and services through the full life cycle of transportation services.
- Developed strong rapport with carriers, vendors, and other key stakeholders within the logistics industry to ensure seamless service delivery for all accounts.
- Reduced shipping costs by negotiating favorable contracts with carriers and optimizing transportation routes.
- Developed customized logistics solutions to meet the unique needs of key accounts, resulting in increased customer loyalty.
- Maintained comprehensive records of all shipments, invoices, and customer communications to facilitate accurate reporting and informed decision making.
- Analyzed market trends to identify opportunities for expansion into new territories or industries, presenting findings to senior leadership for strategic planning purposes.
- Created detailed reports on account performance, identifying areas for improvement and implementing corrective actions when needed.
- Ensured compliance with industry regulations and company policies by staying current on updates and changes in the logistics field.
- Spearheaded process improvements that resulted in reduced turnaround times and increased accuracy within the order fulfillment process.
- Improved operational efficiency by redesigning existing workflows and introducing new technologies where appropriate.
- Closed business deals with partner businesses to increase company profits 34%.
Account Manager
Ares Sportswear
01.2018 - 11.2018
- Managed assigned key accounts from order entry to completion of shipment
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Used analytical skills to track and report on account performance metrics, providing insights for future growth opportunities.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Improved overall team productivity by implementing best practices in organization and time management.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Monitored industry trends to provide informed recommendations on new products or services that could benefit clients'' businesses.
- Assisted in the development of training materials for new hires, ensuring smooth onboarding process.
- Liaised with marketing and sales teams to develop targeted campaigns.
Customer Service Representative
Ares Sportswear
02.2016 - 01.2018
- Assist customers via phone with merchandise, services offered and placing orders
- Utilize email, Microsoft suite, and Salesforce CRM.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Bachelor of Science - Organizational Leadership
Wright State University
Dayton, OH01.2015
Associate of Science - Applied Business Management
Clark State Community College
Springfield, OH01.2012
High School Diploma -
Kenton Ridge High School
Springfield, OH01.2008
Skills
- Salesforce
- Microsoft Office Suite
- Transportation management
- CRM software
- Relationship management
- Requirements analysis
- Data entry
- SQL
- Requirements management
- Jira
- Business Analysis
- SDLC
- Requirements Gathering
- Customer service
- Leadership
- ERP systems
- Business Requirements
- Agile
- Category management
- Organizational skills
- Negotiation
- Project Management
- Business process improvement
- Gap analysis
- Software development life cycle
- Business Planning
- CRM Systems
- Business process modeling
Work Authorization
Authorized to work in the US for any employer
Timeline
Business Analyst
ODW Logistics, Inc
09.2022 - Current
Senior Account Manager
Forward Air Transportation Services
11.2018 - 09.2022
Account Manager
Ares Sportswear
01.2018 - 11.2018
Customer Service Representative
Ares Sportswear
02.2016 - 01.2018
Bachelor of Science - Organizational Leadership
Wright State University
Associate of Science - Applied Business Management
Clark State Community College
High School Diploma -
Kenton Ridge High School