Eboni Wiseman
Belleville,US
Summary
Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
23
23
years of professional experience
Work History
Departmental Analyst
State of Michigan
Lansing, MI
10.2021 - Current
- The position serves as a recognized resource to Michigan Department of Health and Human Services (MDHHS) in the areas of software license management as the Agency Software Asset Management (ASAM) coordinator, Agency Software Asset Management (ASAM) Coordinator is the single point of contact between MDHHS and DTMB for software procurement and management of licenses, leased multi-function unit billing data management, and SIGMA IT hardware and software procurement subject expert and trainer
- Assist partners in the software procurement process
- Help facilitate and make decisions about software requests
- Use Remedy, FlexNet, and other software asset management applications to manage purchased software
- Monitor the software inventory for MDHHS to ensure compliance
- Provide input to DTMB on enterprise licensing decisions
- This includes working with DTMB to validate software subscription renewals and completing reviews for licensing compliance
- SIGMA Billing Data Management for multi-function unit (MFU) leased machines
- Serve as a SIGMA data expert and provide guidance to partners related to the billing of MFU machines
- Review MFU orders from vendors to determine if new, move, or removal
- Make changes to SIGMA related to orders provided
- Provide data back to partners related to the billing of their leased machines
- Work with partners on questions associated to the billing of machines past or present
- Daily review submitted IT procurement hardware and software SIGMA requests for accuracy and provide reporting to management
- Monthly review of IT procurement hardware and software SIGMA queue for not submitted, rejected, or pending requests
- Contact submitters to resolve issues and provide further guidance
- Annually review upcoming fiscal year changes provided by DTMB, and update affected job aids accordingly
- Provide one on one or group training for individuals who require assistance with the SIGMA IT hardware and software procurement process.
- Participated in regular meetings with management to assess and address issues and identify and implement improvements.
- Developed actionable roadmaps for improving workflows and processes.
- Delivered analytic support to identify high-priority opportunities and prospective clients to build pipelines.
- Utilized formulas to extract data from queries into Excel spreadsheets.
- Conducted detailed analysis on key trends and findings to summarize findings for leadership.
- Determined operational objectives by studying business functions and evaluating output requirements and formats.
- Identified opportunities to enhance data integrity through database structure modifications.
- Carried out budget analysis tasks to predict future budget needs and control expenditures.
Supervisor
USPS
Detroit, MI
01.2001 - Current
- Manages the production of a small post office
- Responsible for limited distribution activity mail Delivery and collection, and sales of Postal Service retail products and services
- Advise on program staffing, policies, methods, and comprehensive staffing, assist in performing operational reviews
- Assist in preparing program evaluations to meet established goals
- Manages carriers and clerks directly, distribution, delivery and collection, and window service activities
- Manage the implementation and administration, obliged by all laws, and procedures
- Analyze costs, check reports, records, and ledgers
- Administer a small size operating Budget payroll and complete financial audits, monetary and inventory audits
- Purchase or contract supplies, equipment, and services using a postal Visa credit card
- Verify purchase order receipts and follows up on invoices
- Maintain audit schedules, and reconciliations as instructed
- Interview on coming employees, hire new employees, train new employees, supervises office clerical operations to provide records, files, and reports as required.
- Complied with company policies, objectives and communication goals.
- Provided ongoing training to address staff needs.
- Reviewed completed work to verify consistency, quality and conformance.
- Monitored employee productivity to provide constructive feedback and coaching.
- Coordinated employee schedules according to shift changes and availability.
- Established and enforced clear goals to keep employees working collaboratively.
- Responded to customer questions regarding products, prices and availability.
- Resolved customer complaints and adjusted policies to meet changing needs.
- Planned and managed resources to consistently meet production, quality and cost goals.
- Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
- Coached staff members to develop long-term career goals.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
- Assessed company operations for compliance with safety standards.
- Monitored operations and reviewed records and metrics to understand company performance.
- Analyzed key performance indicators to identify effective strategies.
- Implemented strategies to take advantage of new opportunities.
- Determined consumer needs to provide products and services appealing to larger market.
Customer Service Advocate
Auto Club Group
Nashville, TN
09.2020 - 05.2023
- Answer and accurately receive, record, and respond to members’ requests from incoming telephone calls regarding Roadside Assistance
- Assist Members, utilizing AAA maps and/or a PC based map program, to determine their breakdown location or tow destination, and to provide trip routing/mileage information
- Account management.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Consulted with customers regarding needs and addressed concerns.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Exceeded company productivity standards on consistent basis.
- Handled escalated calls for front-line associates to address complex issues and restore customer satisfaction.
- Processed customer account changes with proprietary software.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
Education
Master's- Business Management/Technology -
Keller Graduate School
06.2015
Bachelor's – Business Administration -
University of Phoenix-Southfield campus
06.2012
Skills
- Microsoft Office (20 years)
- Excel
- Power Point
- Word
- Share point
- Azure
- Teams
- FlexNet
- SIGMA
- ASAM
- Adobe (15 years)
- Customer Service (20 years)
- Payroll Management (10 years)
- Call Center (3 years)
- Financial Management (9 years)
- Communications (7 years)
- Time Management (8 years)
- Management Experience (9 years)
- Human Resources (6 years)
- Leadership Experience (10 years)
- Mentoring (6 years)
- Financial planning (9 years)
- Hotel Experience (3 years)
- Basic Math (20 years)
- Guest Services (3 years)
- Supervising Experience (9 years)
- Cashiering (5 years)
- Cash handling (20 years)
- Sales Management (5 years)
- Conflict Management (9 years)
- Budgeting (9 years)
- Travel Academy (3 years)
- Pivot Tables (6 years)
- Verbal and Written Communication
- Compliance Analysis
- Analytical Thinking
- Workflow Analysis
References
Work Permit: Authorized to work in the US for any employer
Markell Wells Friend/Coworker, Westland MI 313-671-1169
USPS Supervisor Canton
Kimberly Wiseman Family, Canton MI 313-475-3071
USPS Postmaster Belleville
Earlene Jackson Coworker, Carleton MI 586-935-8027
USPS Postmaster Carleton
Tracey Fair Friend, Southfield MI 313-575-6859
Housewife Southfield
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Departmental Analyst
State of Michigan
10.2021 - Current
Customer Service Advocate
Auto Club Group
09.2020 - 05.2023
Supervisor
USPS
01.2001 - Current
Master's- Business Management/Technology -
Keller Graduate School
Bachelor's – Business Administration -
University of Phoenix-Southfield campus
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