MEGAN MCGOWAN
LANSING,MI
Summary
Hardworking Business Analyst with over 6 years in an office environment and over 7 years experience in customer service settings. Creative minded individual who enjoys analyzing process flows and problem solving. Experienced in creating various types of documentation including process flows, job aids, work instruction, and operational support materials. Able to articulate complex concepts in an easy to digest fashion. Assists with various communication types. Loves supporting a team dynamic and helping a company succeed.
Overview
10
10
years of professional experience
Work History
Business Analyst
Dewpoint
07.2022 - Current
- Assisted in developing Roosevelt onboarding process and onboarding presentation
- Documented workflows and job processes
- Led training sessions for DDNM and Renaissance for Roosevelt
- Individual (Shopping Portal Turnkey)
- Working Knowledge of SAFe and PI planning
- Led and assisted in team projects to provide various deliverables
- Began building relationships with Roosevelt customers
- Designed cover illustration for the First Annual Roosevelt Short Story contest book
- Developed customized reports, summarizing and presenting data in visually appealing format (Google Analytics)
Contractor Technology Support Specialist
Dentco
11.2020 - 07.2022
- Trained contractor partners on downloading and using the Dentco Verified App and My Dentco Portal
- Collaborated with supervisors to escalate and address internal and external customer inquiries and technical issues
- Monitored Dentco App and Portal in operation and quickly troubleshot errors
- Identified and reported bugs/ valid issues directly to the developer
- Translated technical issues into digestible language for non-technical users
- Assisted with updating technical support best practices for use by team
Administrative Assistant
Dart Container Corporation
04.2018 - 11.2020
- Reviewed fuel and freight costs, bill of lading documents, and additional delivery fee requests,
- Created payment requests for truck orders not used ( TONU) including editing PDF documents for easy identification by accounts payable
- Cross-audited carrier vendor aging reports
- Prepared freight line haul (rate) data spreadsheets for a Senior Analyst
- Audited data entered by other team members for accuracy
- Scheduled and coordinated various types of meetings with carrier vendors
Traffic Clerk
Robert Half (contracted At Dart Container)
01.2018 - 04.2018
- Created data analysis summaries including Key Performance Indicators (KPIs) using excel pivot tables and presented them to leadership for review
- Worked with large nationally recognized retail accounts and collaborated directly with theCustomer Service team to ensure best practices for on-time delivery
- Scheduled delivery appointments suggesting changes as needed to ensure on time delivery of product
- Developed standard operating procedures (SOP’s) standard work instructions (SWI’s), and job aids for Traffic Clerk and Traffic Scheduler job roles
Store Manager
Baryames Cleaners
09.2016 - 11.2017
- Managed inventory control, cash control, and store opening and closing procedures
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Assisted with hiring, training and mentoring new staff members
- Followed up with all new and existing customers to ensure satisfaction or to resolve problems quickly and effectively
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reported issues to higher management with great detail.
- Coordinated with the leather cleaning vendor to ensure all incoming and outgoing items were processed in a timely manner.
Marketing Assistant, Sales Support Staff
CBI Technologies
08.2015 - 09.2016
- Created engaging content for Facebook,Twitter, LinkedIn, and the CBI Blog.
- Monitored social posts for effectiveness and implemented changes so posts would better reach the target market
- Utilized Adobe Photoshop and Illustrator to design and update business cards, employee ID badges brochures, white papers, webinars, powerpoint presentations as needed
- Gained experience using SAP to support customers for auto-replenishment of toner, placing service calls, answering invoice questions, etc.
Band and Orchestra Counter Associate
Marshall Music
03.2015 - 11.2015
- Assisted customers in selecting the correct band or orchestra instrument and all accessories and processed their purchases
- Explained benefits of the Instrument Rental Program and assisted in registration for benefits
- Visited schools for instrument demonstrations and rental contract evenings as needed
- Helped other departments cover shifts
Escrow Specialist
First National Bank of America
05.2014 - 01.2015
- Answered phone calls regarding questions on insurance, escrow, and general account inquiries
- Assisted in calling, identifying, and mailing tax bills as needed Opened and processed all department mail including all insurance policy paperwork for all borrowers
- Entered the policies/changes into a custom built computer program
- Responded to all emails, faxes, and voicemails for the department in regards to insurance
- Monitored existing insurance claims filed properties the bank had an interest in
- Developed and utilized skills in problem solving to move insurance claims forward
- Self-started projects, multi-tasked and prioritized the incoming work.
Sales Associate
Chico’s
05.2013 - 11.2014
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Managed returns, exchanges and refunds in accordance with store policy.
- Answered customer questions about sizing, accessories, and merchandise care.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
Education
High School Diploma -
Okemos High School
Okemos, MIAssociate of Applied Science - Applied Arts and Sciences
Lansing Community College
Lansing, MI05.2012
Skills
- Staff Training
- Staff Management
- Presentations and Decks
- Learning Strategies
- Business Process Mapping
- Microsoft Office Suite
- Writing
- Microsoft Powerpoint
- Process Optimization
- Microsoft Forms
- Pivot Tables
- Enterprise Resource Planning (ERP) Software
Timeline
Business Analyst
Dewpoint
07.2022 - Current
Contractor Technology Support Specialist
Dentco
11.2020 - 07.2022
Administrative Assistant
Dart Container Corporation
04.2018 - 11.2020
Traffic Clerk
Robert Half (contracted At Dart Container)
01.2018 - 04.2018
Store Manager
Baryames Cleaners
09.2016 - 11.2017
Marketing Assistant, Sales Support Staff
CBI Technologies
08.2015 - 09.2016
Band and Orchestra Counter Associate
Marshall Music
03.2015 - 11.2015
Escrow Specialist
First National Bank of America
05.2014 - 01.2015
Sales Associate
Chico’s
05.2013 - 11.2014
High School Diploma -
Okemos High School
Associate of Applied Science - Applied Arts and Sciences
Lansing Community College
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