Joshua Boyd
Herriman,UT
Summary
Business analyst with extensive experience in conducting analysis and research to develop effective solutions for business challenges. Skilled in formulating strategies for business improvement and managing technology and system implementations. Strong understanding of computing systems and project management methodologies, driving successful project outcomes.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Business Analyst
H&r Block
Herriman, UT
06.2020 - 06.2025
- Automated appointment scheduling system, identifying bottlenecks, generating $1.2 million in annual savings.
- Created streamlined workflow for help desk agents to enhance case management and productivity.
- Designed automated Salesforce Flows to support call center operations, reducing manual tasks.
- Developed custom Salesforce dashboards and reporting tools for real-time tracking of performance metrics.
Team Lead
H&r Block
West Haven, UT
12.2015 - 05.2025
- Directed team of 20+ call center agents, delivering performance feedback to improve customer satisfaction and KPI adherence.
- Achieved recognition for leading top-performing team, consistently ranking in top 25% for CSAT, AHT, and QA scores.
- Motivated team to contribute over 1,000 overtime hours during peak tax season, ensuring exceptional service levels.
Education
Bachelor of Science - Project Management
Western Governors University
Salt Lake City, UT03-2026
Skills
- Project management
- Salesforce reporting
- Process improvement
- Team leadership
- Multitasking and organization
- Agile methodologies
- Requirements gathering
- User acceptance testing
- Workflow Analysis
- Performance tracking
Certification
Business Analysis Fundamentals - Microsoft
Requirements Gathering in Business Analysis
Power Platform in Business Analysis - Microsoft
Project Deliver in Business Analysis - Microsoft
Timeline
Business Analyst
H&r Block
06.2020 - 06.2025
Team Lead
H&r Block
12.2015 - 05.2025
Bachelor of Science - Project Management
Western Governors University
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