Laurie Herzog
Festus,MO
Summary
With a proven track record at St. Louis County, I excel in leveraging time management and problem-solving skills to enhance team productivity and efficiency. Demonstrated success in streamlining processes and mentoring teams, achieving significant improvements in user satisfaction and operational effectiveness. Renowned for attention to detail and a collaborative approach, consistently delivering projects that exceed business objectives. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
25
25
years of professional experience
Work History
Senior Business Systems Analyst
St. Louis County
04.2023 - Current
- Managed stakeholder expectations through transparent communication and timely status updates, ensuring alignment between project deliverables and business objectives.
- Created detailed user stories for system enhancements, leading to improved functionality and user satisfaction.
- Mentored junior analysts on best practices for business analysis techniques, fostering professional growth within the team.
- Streamlined workflow for better productivity with the implementation of new software solutions.
- Collaborated with cross-functional teams, ensuring a cohesive approach to business analysis.
- Analyzed data to identify root causes of problems and recommend corrective actions.
Service Associate
Kohl’s
03.2021 - Current
- Handled high-volume calls, effectively addressing customer needs while maintaining professionalism.
- Managed customer issues and enhanced satisfaction by matching optimal solutions to individual customer needs.
- Assisted customers with inquiries, resolving issues promptly for improved customer retention.
- Enhanced customer satisfaction by providing timely and efficient assistance in various service tasks.
- Provided accurate answers and solutions to customer concerns, inquiries and complaints.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Trained new personnel regarding company operations, policies and services.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Balance Daily Cash office by counting and balancing safe and register tills. Prepare the daily deposit.
Business Systems Analyst
St. Louis County
01.2019 - 04.2023
- Assessed business requirements to create focused solutions.
- Trained business personnel in use of systems.
- Developed comprehensive documentation to support end-users and facilitate future enhancements.
- Managed multiple projects simultaneously, consistently meeting deadlines while maintaining a high standard of quality workmanship.
- Identified critical issues within existing systems, providing recommendations for resolution and prevention of future problems.
- Provided excellent customer service by addressing user inquiries promptly and professionally, resolving issues efficiently wherever possible.
- Enhanced user experience with thorough testing and troubleshooting of software applications.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
Office Manager
St. Louis County IT Department
05.2013 - 01.2019
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
Secretary
St. Louis County Collector of Revenue
08.2011 - 05.2013
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained daily report documents, memos and invoices.
- Scheduled appointments and conducted follow-up calls to clients.
- Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
- Entered data into system and updated customer contacts with information to keep records current.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Provided exceptional customer service by promptly addressing inquiries and resolving issues professionally.
- Contributed to a positive work environment by providing support to colleagues when needed in various tasks or projects.
- Maintained accurate records of office expenses, assisting in budget preparation and cost control efforts.
Administrative Assistant
St. Louis County Assessor Office
04.2010 - 08.2011
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
- Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
Secretary
St. Louis County Collector of Revenue
05.2005 - 04.2010
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained daily report documents, memos and invoices.
- Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Maintained accurate records of office expenses, assisting in budget preparation and cost control efforts.
Office Services Specialist
St. Louis County Collector of Revenue
03.2003 - 05.2005
- Distributed incoming mail from shipments, couriers and postal delivery.
- Managed front desk area by welcoming and greeting visitors and responding to in-person requests.
- Answered telephone calls and read emails to redirect calls and forward emails to appropriate personnel.
- Completed general administrative tasks by proofreading documents, transcribing handwritten information and operating calculators to verify financial records.
- Assisted customers promptly and professionally to address inquiries or direct them to appropriate departments for further assistance.
- Supported colleagues in daily administrative tasks when needed including data entry or report generation.
- Contributed to team success with efficient task delegation, prioritization, and project coordination.
Office Service Representative
St. Louis County Collector of Revenue
05.1999 - 03.2003
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Contributed to a positive work atmosphere by offering assistance whenever possible, fostering teamwork among colleagues.
- Reduced operational costs with effective budgeting and resource allocation strategies.
- Expedited project completion by assisting coworkers with tasks when necessary.
Education
No Degree - Special Education
Southern Illinois University, Edwardsville
Edwardsville, ILHigh School Diploma -
St. Elizabeth Academy
St Louis, MOSkills
- Time Management
- Teamwork and Collaboration
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Organizational Skills
Timeline
Senior Business Systems Analyst
St. Louis County
04.2023 - Current
Service Associate
Kohl’s
03.2021 - Current
Business Systems Analyst
St. Louis County
01.2019 - 04.2023
Office Manager
St. Louis County IT Department
05.2013 - 01.2019
Secretary
St. Louis County Collector of Revenue
08.2011 - 05.2013
Administrative Assistant
St. Louis County Assessor Office
04.2010 - 08.2011
Secretary
St. Louis County Collector of Revenue
05.2005 - 04.2010
Office Services Specialist
St. Louis County Collector of Revenue
03.2003 - 05.2005
Office Service Representative
St. Louis County Collector of Revenue
05.1999 - 03.2003
No Degree - Special Education
Southern Illinois University, Edwardsville
High School Diploma -
St. Elizabeth Academy
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