Jacob Shelley
Strategy Analyst
Lynchburg,VA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Hardworking and passionate for team success and new ways to solve problems. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
1
1
Certificate
Work History
Business Strategy Analyst
Pacific Life
Lynchburg, VA
11.2021 - Current
- Coached business leaders on voice of customer, competition and current financials.
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
- Gathered, documented and modeled data to assess business trends and increase performance.
- Exceeded goals through effective task prioritization and great work ethic.
Quality Analyst
Pacific Life
Lynchburg, VA
04.2019 - Current
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Participated in departmental meetings to establish short- and long-term strategy.
Case Manager
Pacific Life
Lynchburg, VA
02.2018 - 04.2019
- Kept detailed records of daily activities through online customer database.
- Coordinate with multiple departments for various issues and needs for the contact center
- Managed AWS Connect projects for Lynchburg site
Information Technology User Support Assistant
University Of Lynchburg
Lynchburg, VA
05.2014 - 02.2018
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users.
- Submitted service tickets for equipment maintenance requests.
Help Desk Coordinator
University of Lynchburg
Lynchburg, VA
08.2016 - 02.2018
- Trained and managed help desk consisting of 10 employees and conducted performance evaluations.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Coordinated with multiple departments to help run IT functions.
Intern
The Walt Disney Company
Orlando, FL
01.2015 - 06.2015
- Provided front-line guest service in fast-paced environment
- Gained deeper understanding of hospitality industry through course Disney College Program offered courses
- Maximize guest satisfaction through hospitality and service
Education
MBA -
University of Lynchburg
Lynchburg, VA 05.2016 - 05.2018
Bachelor of Arts - Business Administration
University of Lynchburg
Lynchburg, VA 08.2012 - 05.2016
Skills
Leadership experience
MS Office
Analytical and Critical Thinking
SQL
G-Suite
Organization and Time Management
Tableau
Excellent Communication
Teamwork and Collaboration
Certification
Mastering Customer Experience-Forester
Timeline
Mastering Customer Experience-Forester
04-2022
Business Strategy Analyst
Pacific Life
11.2021 - Current
Quality Analyst
Pacific Life
04.2019 - Current
Case Manager
Pacific Life
02.2018 - 04.2019
Help Desk Coordinator
University of Lynchburg
08.2016 - 02.2018
MBA -
University of Lynchburg
05.2016 - 05.2018
Intern
The Walt Disney Company
01.2015 - 06.2015
Information Technology User Support Assistant
University Of Lynchburg
05.2014 - 02.2018
Bachelor of Arts - Business Administration
University of Lynchburg
08.2012 - 05.2016