Jessy Arnold
Martville,New York
Summary
Meticulous and analytical Business Analyst with experience in data analysis and process improvement, seeking a challenging role to leverage my skills in identifying business needs, analyzing data, and recommending solutions to drive organizational growth.
Overview
21
21
years of professional experience
Work History
IT Associate Analyst
National Grid
09.2022 - Current
- Successfully helped in the completion of the C2C project, working on Tariff modeling testing, including rate changes, and comparing CRIS and CSS billing
- Very skilled in front end of CSS billing system
- Assist in overseeing User Acceptance/End-to-end testing to execute, and track deviations found, facilitate non-technical work around sessions for remediation and document testing progress
- Assists in developing the testing strategy, test plans and scripts, and plans requirements testing for user acceptance
- Executes test scripts, capturing the required documentation
- Assist in completing support documentation on assigned projects, including creating and updating user and technical procedures/manuals, business, and functional requirements, traceability matrices, process flows, operational support documentation and archival of all related project documentation
- Identify potential solutions for the business and provide input to issues or risks (through solid knowledge of the business and user requirements)
- Gather, analyze, document, and manage business and user requirements (both functional and non-functional)
Senior Customer Service representative
National Grid
- Analyzed daily agent KPI's to help identify improvement opportunities
- Helping with scheduling and covering shifts
- Answer customers complaint calls
- Outbound call to life support customers
- Managing emergency calls (power outages, Life support and gas emergencies)
- Going over details of billing issues with customer’s and floor representatives
Customer representative 1-3
- 01.2022
- Completed voluntary client relations training to learn ways to enhance customer satisfaction and improve productivity
- Submitted requests to the proper department to prevent re-occurring issues and recommend improvements in the process and procedure
- Strong phone and verbal communication skills along with active listening
- History of over-achieving quota
- Customer focus and adaptability to different personality types
- Ability to multi-task, set priorities and manage time effectively
- Meet personal/team qualitative and quantitative targets
- Turn on and off service for gas and electric to residential and commercial customers
- Collected payments and deposits
- Noted accounts with precise detail
- Highly educated in all fields, including collections.
Store manager Dunkin Donuts
01.2003 - 01.2017
- Directed strategic and brand-appropriate marketing initiatives to improve presentation and maximize sales
- Balanced the needs of multiple customers simultaneously in a fast-paced retail environment
- Kept an eye on building premises for loss prevention and security purposes
- Opened and closed the store, including counting cash, opening, and closing cash registers and creating staff assignments
- Delegated work to employees based on shift requirements, individual strengths, and unique training
- Held each team member accountable for achieving brand and performance goals
- Demonstrated that customers come first by serving them with a sense of urgency
- Resolved customer problems by investigating issues, answering questions, and building rapport
- Answered customers' questions and addressed problems and complaints in person and via phone
- Created strategies to develop and expand existing customer sales, which resulted in a 7% increase in monthly sales
- Processed shipments and maintained organized stock shelves.
Education
BBA - General Managment
Bryant And Stratton
04-2024
Skills
- Proficient in MS Office
- Proficient in MS Excel
- Proficient in MS Project
- Project Management
- Communication
- Problem-solving
- Software testing
- User Training
- Customer Service
- SQL
Timeline
IT Associate Analyst
National Grid
09.2022 - Current
Store manager Dunkin Donuts
01.2003 - 01.2017
Senior Customer Service representative
National Grid
Customer representative 1-3
- 01.2022
BBA - General Managment
Bryant And Stratton
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