Kimberly Jackson
Fuquay-Varina,NC
Summary
Dynamic Senior Analyst with a proven track record at HCL Technologies and Verizon, enhancing operational effectiveness and client satisfaction through expert data analysis and robust client relationship management. Mentored teams and optimized business processes, achieving significant improvements without exceeding a 55-word limit.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Analyst - Tech Project Management
HCL Technologies
11.2023 - Current
- Managed approximately 30 incoming calls, emails and faxes per day from customers
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
- Improved company efficiency with the development of key performance indicators and tracking metrics.
- Optimized project management, resulting in timely deliverables and improved client satisfaction rates.
Automation Business Analyst
Verizon
02.2018 - 11.2023
- 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.
- Managed incoming calls, emails & faxes per day from customers
Education
Certifications - Project Management
Wake Technical Community College
Raleigh, NCSkills
- Client management
- Client relationship management
- Data analysis
- Performance monitoring
Accomplishments
- Directed a team of 15 in the development and launch of a new automation application, which increased customer engagement by 35%.
- Achieved continuous improvement culture that has sustainable impact on performance and customer satisfaction
Certification
- Certified ScrumMaster (CSM)
- CompTIA Certification
- Certified Associate in Project Management (CAPM)
- Agile Product Owner
Languages
English
Full Professional
America Sign Language
Limited Working
Timeline
Senior Analyst - Tech Project Management
HCL Technologies
11.2023 - Current
Automation Business Analyst
Verizon
02.2018 - 11.2023
Certifications - Project Management
Wake Technical Community College
Similar Profiles
Srinivasan NandagopalSrinivasan Nandagopal
ETL Lead /Onshore Technical Business Analyst at HCL Technologies India & HCL Technologies NZ LtdETL Lead /Onshore Technical Business Analyst at HCL Technologies India & HCL Technologies NZ Ltd
Pooja SaxenaPooja Saxena
Senior Analyst at HCL Technologies Pvt. Ltd, HCL technologies Pvt LtdSenior Analyst at HCL Technologies Pvt. Ltd, HCL technologies Pvt Ltd
GIRISH KORIGIRISH KORI
Senior Software Test Engineer / Technical Leader at HCL Technologies Ltd. & HCL GMBHSenior Software Test Engineer / Technical Leader at HCL Technologies Ltd. & HCL GMBH
Abhishek KumarAbhishek Kumar
Data Engineer/Technical Lead at HCL Technologies Limited (HCL Tech)Data Engineer/Technical Lead at HCL Technologies Limited (HCL Tech)
Daniela Aguilar RobleroDaniela Aguilar Roblero
Certified Medical Assistant at Southern Crescent Medical CenterCertified Medical Assistant at Southern Crescent Medical Center