Kenisha Ashley
North Las Vegas,NV
Summary
Accurate Senior Analyst with exceptional teamwork, leadership and communication skills. Over [Number] years of experience working on large-scale projects as well handling daily operational requests. Exceptional technical understanding to meet project deadlines.
Overview
18
18
years of professional experience
Work History
Sr. Analyst /SAP Application Support – Lead CIC System Support
Southwest Gas Corporation
03.2014 - Current
- Responsible for maintenance, support, monitoring, and troubleshooting, maintaining, and upgrading in all areas of CIC system
- Lead in the development of test scripts, implementing daily work plans, arranging necessary resources, monitoring progress, and resolving problems to ensure deadlines were met during the CIC2016 project
- Quickly address and escalate project issues and support resolution
- Maintain upgrades and service updates for the CIC application
- Communicate and work with staff members, management, and operations team to ensure company standards
- Promoted to Analyst II March 2016
- Monitor workgroup queues and ensure proper allocation between the workgroups and workload balance
- Analyze trends and make recommendations in relation to call volume, shrinkage, attendance, and attrition
- Responsible for creating and managing weekly schedules to ensure adequate daily resource coverage for staffing accuracy
- Analyze and manage PTO time of submissions
- Communicate and provide feedback effectively to Call Center and Call Center Support management
- Ensure all tools, processes and procedures are properly documented for end users
- Developed, prepare, and maintain accuracy and running of reported call center statistics
- Responsible for operations of the ACD, forecasting and scheduling systems, as well as reporting functions and system maintenance
- Troubleshoot all CIC issues and problems
- Provided CIC training to all Call Center Employees
- Assisted CIC Supervisor with design, testing, and implementation of new workgroup queues.
Analyst I/Business Technology Support
Southwest Gas Corporation
11.2012 - 03.2014
- Responsible for analyzing and gathering information to support the end users request to implement procedural or system changes
- Develop a communication between the end user and the programmer to understand, design and accomplish the importance of the end users change or problem ticket request
- Knowledge of various programs such as CSS, FOMS, Vista Plus, ARS, TSO/Endeavor, and Policy IQ
- Continuous assistance with support and testing of the new Field Operations Management System (FOMS)
- Responsible for evaluating monthly Operational Reviews
- Possess problem solving, critical thinking, and decision-making skills
- Ability to multi-task, prioritize, and meet deadlines efficiently with the highest achievable results
- Ability to provide excellent customer service when working with other departments and all levels of management.
Customer Representative/Customer Specialist - Commercial/Business Desk
Southwest Gas Corporation
02.2006 - 11.2012
- Daily interaction with commercial/business customers, residential customers, co-workers, dispatchers, and all relative internal contacts, which aid in investigating and settling involved customer issues
- Extensive use of acquired experience to respond to customer inquiries, and technical questions
- Expanded and refined all aspects of the Billing Adjustment desk, Builder/Multi Family desk, Commercial-Business desk, Charge off desk, and processed 965’s during my tenure in the support group
- Responsible for working all aspects of the Business Desk Mailbox which included processing turn-on/turn-off requests, meter removals and abandonments, as well as all other inquires thru incoming faxes and e-mails
- Knowledge of various programs such as CSS, WMS, Vista Plus, MUP, Online Help, GroupWise, OCS, and CIC
- Assisted in training new employees with the CSS system and taking customer calls
- Involved in WNAP testing at Corporate on two separate occasions
- Promoted to Customer Specialist February 2008.
Education
Finance
College of Southern Nevada
05.2009
AA Degree in Business Administration -
Las Vegas College
07.2001
Skills
Problem-solving
Excellent Customer Service
MS Office
Communication skills
Organization
User support and trouble shooting
- Performance monitoring
- Data Analysis
- Client Relationship Management
- Client management
Timeline
Sr. Analyst /SAP Application Support – Lead CIC System Support
Southwest Gas Corporation
03.2014 - Current
Analyst I/Business Technology Support
Southwest Gas Corporation
11.2012 - 03.2014
Customer Representative/Customer Specialist - Commercial/Business Desk
Southwest Gas Corporation
02.2006 - 11.2012
Finance
College of Southern Nevada
AA Degree in Business Administration -
Las Vegas College
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