LUCILLE BROOKS
PUYALLUP,WA
Summary
Forward-thinking Analyst with more than 10 years of expertise in Information Technology, Implementation, Integration and Customer Service in various sector of businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Proficient in Power BI, SQL and Microsoft Office Programs.
Overview
17
17
years of professional experience
Work History
TRADEFLOW ANALYST
Expeditors International Of Washington Inc
03.2020 - Current
- Identified and resolved customer problems through discovery, root cause analysis and research.
- Applied knowledge of data modeling and statistical analysis to note trends and draw conclusions.
- Performed system analysis, documentation, testing, implementation and user support for platform transitions.
- Analyzed program data to provide input for key decision making and strategic planning.
- Investigated and addressed system issues to enhance usability and improve functionality.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
BUSINESS ANALYST
Expeditors International Of WA
03.2018 - 02.2020
- Conducted interviews with key business users to collect information on business processes and user requirements.
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
- Improved business direction by prioritizing customers and implementing changes based on collected feedback.
- Identified process inefficiencies through gap analysis and outlined sensible solutions.
TEAM LEADER/CONSULTANT
ACCENTURE
03.2011 - 12.2014
- Developed complete business plans and operational strategies for new and existing business.
- Devised strategies to improve organization efficiency and optimize group management.
- Led corrective action plans, procedure development, staff performance reviews and training programs.
- Enhanced client satisfaction ratings by resolving difficult customer issues through completion.
- Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
- Managed more than 20 client business projects from 2011-2014
SENIOR ANALYST
ACCENTURE
03.2007 - 03.2011
- Investigated and addressed system issues to enhance usability and improve functionality.
- Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
- Liaised between Verizon Provisioning department and Customer Service department to address system issues.
- Managed customer relations by developing effective communications process.
- Boosted information sharing by enhancing interfaces between computer systems.
MOBILE ANALYST
DIGITEL MOBILE COMMUNICATIONS
05.2006 - 02.2007
- Identified and resolved customer subscription problems through root cause analysis and research.
- Validated results and performed quality assurance to assess accuracy of data.
- Applied knowledge of data modeling and statistical analysis to note trends and draw conclusions.
- Performed system analysis, documentation, testing, implementation and user support for platform transitions.
- Eliminated discrepancies in financial reporting and recordkeeping through accurate preparation and management of budgets.
CUSTOMER SERVCIE REPRESENTATIVE
METROPOLITAN BANK AND TRUST COMPANY
05.2002 - 03.2006
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Fielded customer questions regarding customer bank accounts, interest rates, other bank products and services and upcoming company changes.
Education
No Degree - PROJECT MANAGEMENT
The University of Texas At El Paso
El Paso, TX04.2022
Bachelor of Science - BUSINESS MANAGEMENT
COLLEGE OF THE HOLY SPIRIT MANILA
MANILA PHILIPPINES03.2002
Skills
- Gathering Requirements
- Subject Matter Expert
- Consultation and Advisement
- Client Requirements Assessment
- Analytical Thinking
- Project Analysis
- Work Planning and Prioritization
- Business Analysis
- Customer Retention
Accomplishments
- Collaborated with team of 3 in implementing largest customer subscription worth $93,000 annual revenue in 2022
- Collaborated with team of 2 in completing 10 data integration projects between a 3rd party freight forwarder and customer each worth $1800 annual revenue in 2022
- Collaborated with team of 2 in completing 5 data integration projects between a 3rd party freight forwarder and customer each worth $1800 annual revenue in 2021
Travelling, Hiking, Gardening
Travelling allows me to learn other people's culture and takes me out of my comfort zone. Seeing other places resets my body and mind and rewards me with memorable experiences.
Hiking gets my heart pumping aside from the fact that it is a great workout. It also allows me to reflect on my life while enjoying nature.
As an avid gardener, I have grown different types of vegetable during summer. It is therapeutic and I look forward to starting another vegetable garden this coming summer.
All 3 hobbies to me is like managing a project - it involves initiation, planning, controlling and implementing the end goal.
Languages
Tagalog
Native or Bilingual
English
Full Professional
Timeline
TRADEFLOW ANALYST
Expeditors International Of Washington Inc
03.2020 - Current
BUSINESS ANALYST
Expeditors International Of WA
03.2018 - 02.2020
TEAM LEADER/CONSULTANT
ACCENTURE
03.2011 - 12.2014
SENIOR ANALYST
ACCENTURE
03.2007 - 03.2011
MOBILE ANALYST
DIGITEL MOBILE COMMUNICATIONS
05.2006 - 02.2007
CUSTOMER SERVCIE REPRESENTATIVE
METROPOLITAN BANK AND TRUST COMPANY
05.2002 - 03.2006
No Degree - PROJECT MANAGEMENT
The University of Texas At El Paso
Bachelor of Science - BUSINESS MANAGEMENT
COLLEGE OF THE HOLY SPIRIT MANILA
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