Hi, I’m
Jessica Mackie
Ellenwood,GA
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Summary
Proven Business Analyst with a track record of driving operational excellence and enhancing decision-making at Morneau Shepell. Leveraged SQL proficiency and exceptional problem-solving aptitude to boost efficiency and foster a culture of continuous improvement. Excelled in stakeholder management, ensuring projects aligned with business goals, leading to significant process optimizations. Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills. Seasoned Business Analyst offering 15 years of Business Analyst industry success. Expert on business and systems requirements, user acceptance testing and end-user training. Accomplished at leveraging past lessons to inform future decision-making. Proactive Business Analyst with 15+ years product management experience in small start-up business environments. Effective driver of product development lifecycle from concept to delivery. Communicative and collaborative with proven history of improving business operations to support corporate growth and revenue. Personable business professional bringing successful 15-year career in financial roles within large and fast-paced corporations. Release-planning specialist trained in advanced Excel modeling. Creative solutions architect with real-time problem-solving flexibility. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Business Analyst position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
17
years of professional experience
4
Languages
Work History
Morneau Shepell
Business Analyst
06.2014 - 06.2024
Job overview
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- 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.
- Performed gap analysis to identify areas of improvement.
- Optimized workflow processes to enhance overall productivity and achieve operational excellence.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in the organization.
- 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.
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
- Streamlined project management with effective communication and collaboration across cross-functional teams.
- Enabled data-driven decision making with advanced analytics tools, generating valuable insights for the organization.
- Implemented best-practice methodologies that improved overall project delivery timelines while maintaining quality standards.
- Collaborated with stakeholders to define project objectives and criteria.
- Reduced operational costs through thorough data analysis and implementing cost-effective solutions.
- Boosted customer satisfaction levels by identifying areas of improvement and proposing actionable solutions.
- Executed analysis of risks and identified risk mitigation strategies.
- Analyzed open orders, backlog, and sales data to provide sales team with insights.
- Improved business direction by prioritizing customers and implementing changes based on collected feedback.
- Increased efficiency in resource allocation by conducting detailed business requirements analysis.
- Generated business intelligence reports to inform strategic decision-making.
- Conducted market research studies, providing valuable insights for strategic planning initiatives and competitive positioning efforts.
- Delivered analysis of market, sales and consumer trend impact on long and short-term strategies.
- Managed vendor relationships to negotiate contracts, secure favorable pricing, and ensure timely delivery of products or services.
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
- Ensured compliance with industry regulations by conducting thorough risk assessments and implementing necessary controls.
- Enhanced company-wide decision-making by developing comprehensive reports on key performance indicators.
- Assisted sales teams in crafting targeted proposals based on client needs assessment, contributing to increased revenue generation.
- Collaborated with teams in product line transition to streamline manufacturing footprint.
- Facilitated change management initiatives, ensuring smooth transitions during organizational transformations.
- Assessed business requirements to forecast annual budgetary operational costs.
- Evaluated potential investments by performing financial analyses to assess profitability and viability within the company''s long-term strategy.
- Drafted reports on company financial metrics to assess successes and account for deficiencies.
- Surveyed clients to ascertain requirements and expectations for product.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Collaborated with stakeholders to identify business needs and data sources.
- Developed customized reports, summarizing and presenting data in visually appealing format.
- Provided technical support for troubleshooting analytics and reporting issues.
- Utilized data visualization techniques to present and explain complex data sets.
- Generated ad-hoc reports to evaluate specific business requirements.
- Generated standard and custom reports to provide insights into business performance.
- Created dashboards to monitor and track key performance indicators.
- Identified patterns and trends in large data sets and provided actionable insights.
- Implemented business intelligence solutions to increase operational efficiency.
- Developed complex dashboard and reporting tools to track business performance metrics.
- Created data models to support decision-making processes.
- Updated and developed scripts and queries to extract and analyze data from multiple sources.
- Optimized data access and storage to improve performance of analytics systems.
- Developed and implemented data governance policies and procedures.
- Deployed predictive analytics models to forecast future trends.
- Developed and maintained data warehouses and data marts to support business operations.
- Developed data mining algorithms to identify and classify patterns in data.
- Designed and developed data pipelines to acquire, clean and process data.
- Assisted with creating data cubes and OLAP models to improve data analysis.
Atlanta Gas Light
Customer Service Representative
06.2007 - 06.2014
Job overview
- Handled customer inquiries and suggestions courteously and professionally.
- 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.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided primary customer support to internal and external customers.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Managed timely and effective replacement of damaged or missing products.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Developed and updated databases to handle customer data.
- Cross-trained and provided backup support for organizational leadership.
- Investigated and resolved accounting, service and delivery concerns.
- Trained staff on operating procedures and company services.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Increased efficiency and team productivity by promoting operational best practices.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Implemented and developed customer service training processes.
- Cross-trained and backed up other customer service managers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Created and maintained detailed database to develop promotional sales.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Education
Georgia State UniversityAtlanta, GA
Bachelor of Science from Business Administration And Management
05.2014
Redan High SchoolStone Mountain, GA
High School Diploma
05.2007
Skills
- Cost-benefit analysis
- Customer Needs Assessment
- Predictive modeling
- Data Mapping
- Requirements Gathering
- KPI Tracking
- Business process improvement
- Data Mining
- Technical Writing
- Competitive Analysis
- Gap analysis
- Internal Auditing
- Business Process Mapping
- Quality Assurance
- Campaign Performance Tracking
- Strategic Planning
- Operations Analysis
- Data Analysis
- Workflow Analysis
- Operational Reporting
- Business Planning
- Forecasting and planning
- Release planning
- IIBA methodologies
- Web-based reporting tools
- HTML and CSS
- Revenue development
- Product Development
- Search Engine Optimization
- Financial Advising
- Information modeling
- Consulting
- Project finance
- Negotiation
- Portfolio Asset Management System
- Customer Targeting
- Staff Management
- Process Optimization
- Microsoft Office Suite
- SAP
- User Acceptance Testing
- Stakeholder Management
- Operations Management
- Project Management
- Product Management
- Test case scenarios
- Needs assessments
- Traffic analysis
- CRM Systems
- Pivot tables
- Business process modeling
- Microsoft Excel Mastery
- SQL Proficiency
- Software development life cycle
- Tableau Expertise
- Risk Assessment
- Data Synthesis
- Data Warehousing
- Systems Analysis
- Data Modeling
- Business Analysis
- Financial Planning
- Requirements Analysis
- Operational Modelling
- Data Compiling
- Market Analysis
- Data Acquisition
- Specifications Documentation
- Procedure Development
- Model Development
- Process Development
- Geographic Trend Tracking
- Documentation
- Variance Analysis
- Information Processing
- Data Synthesizing
- System Development
- Data and Analytics
- Documentation Management
- Trend Monitoring
- Process Improvement
- Decision-Making
- Database Management
- Team Collaboration
- Regulatory Reporting Requirements
- SQL and Databases
- Business Development
- Interpersonal Communication
- Excellent Communication
- Customer Communication
- Reliability
- Trend Data Analysis
- Task Prioritization
- Emerging Technology Tracking
- Problem-solving aptitude
- Information Flow Management
- New Market Identification
- Stakeholder Communication
- Financial Management
- Business Intelligence Testing
Additional Information
References available upon request.
Languages
English
Native or Bilingual
German
Full Professional
Spanish
Professional Working
French
Limited Working
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeContract WorkWork Location
RemoteImportant To Me
Company CultureWork-life balanceCareer advancementPaid sick leaveHealthcare benefits401k matchPaid time off4-day work weekTeam Building / Company RetreatsFlexible work hoursWork from home optionStock Options / Equity / Profit SharingPersonal development programsSoftware
Microsoft Office
SalesForce
Oracle
Timeline
Business Analyst
Morneau Shepell
06.2014 - 06.2024
Customer Service Representative
Atlanta Gas Light
06.2007 - 06.2014
Georgia State University
Bachelor of Science from Business Administration And Management
Redan High School
High School Diploma
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