Training and mentoring
Meagan E Evans
Business Analyst
Laurel,MD
Summary
Business Analyst, data driven, and analytical data professional with history in analyzing data, defining key business drivers, and solving complex data problems. Extensive hands-on experience in analyzing business operations and conducting functional requirement analysis. Pride in being a hardworking, resourceful, and an excellent problem solver with the ability to consistently provide strategic recommendations to achieve and maintain goals. Proficient in Scrum and Agile methodologies.
Overview
10
10
years of post-secondary education
11
11
years of professional experience
Work History
Member Service Representative
Stansberry Research
Baltimore , MD
06.2021 - 11.2022
- Maximize customer experience by fielding in-bound calls as assigned in phone queue
- Answer customer e-mail inquiries as assigned
- Manage time effectively by prioritizing urgent tasks
Provide top notch, friendly and knowledgeable service to subscribers and potential subscribers. - Handle all customer interactions professionally, respectfully, patiently, and cooperatively
- Maintain high-level knowledge of products, campaigns, and promotions to engage in productive conversations with subscribers/potential subscribers. This involves reviewing manager/publisher/marketing communications, studying and
reviewing notes and staying intimately familiar with website layout and content. - Resolve product or service problems by clarifying customer's complaint; determining cause of problem; selecting and explaining best solution to solve problem; expediting correction or adjustment.
- Make active efforts to generate sales to current or potential new subscribers.
- Encourage customers to consider additional services and/or recognize worth in current service(s) as part of value-added approach.
- Maintain department standards with regard to service levels, call/email quality, call/email volume, retention and sales.
- Work collaboratively with colleagues as dependable member of team.
- team
IT business Analyst
MyTechbestfriend (Apprenticeship)
01.2022 - 07.2022
- Meet with stakeholders to discuss which LMS software implementations and solutions can be aligned with business needs.
- Authors user story acceptance criteria to achieve buy-in from stakeholders.
- Collaborates with product owner to arrange product backlog in Jira.
- Adept at building workflows, BPMNs, and creating user stories to be tracked within Jira or Azure Devops.
- Creates, reviews, and approves BRD. (Business Requirement Document)
- Engagement, better allocating resources, enhancing assessment practices, and promoting opportunities.
- Responsible for setting up team meetings that included development team.
- Assisted senior business analyst in planning, designing, testing, and implementing client projects.
- Responsible for setting up team meetings that included development team.
- Assisted senior business analyst in planning, designing, testing, and implementing client programs designed to meet social,emotional, physical, and personal needs of individuals.
needs of individuals.
Customer Experience Representative Team Lead
Pandora Jewelry
Columbia, MD
01.2017 - 06.2021
- Provides written summaries of customers issues and responds to inquiries regarding order status, packaging allowance, and assortment guidelines.
- Supports the implementation of a new data processing system by reviewing reset orders in the previous system to ensure data accuracy.
- Performs data entry for orders in Microsoft Dynamics AX and B2B Cloud portal (Cloud).
- Promptly responds to customer emails and resolves customers complaints over the phone in a congenial manner.
- Coordinates courier services for customer packages.
- Troubleshoots website issues over the phone.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
- Monitored all company inventory to ensure stock levels and databases were updated.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Administrative Assistant
United Parcel Service, UPS
Laurel, MD
01.2015 - 01.2017
- Responsible for budgeting and forecasting, expense reporting, risk management, status reporting, and execution.
- Create project documentation and strategy plans.
- Account for complete project lifecycle from inception to closure.
- Collaborate with participants to determine project timeline.
- Map projects for budget tracking.
- Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels.
- Coached new employees on administrative procedures, company policies and performance standards.
- Coordinated travel arrangements, including booking airfare, hotel and ground transportation.
Office Manager
Halcyon The Salon
Washington, DC
01.2011 - 01.2014
- Scheduled and coordinated client appointments for modern-day metropolitan women in the DC Metro area.
- Created monthly budgets for salon expenses and performed light bookkeeping.
- Ensured accuracy of customer data by performing periodic reviews of filing systems.
- Managed cashiering activities in the areas of ordering and purchasing.
- Monitored and maintained office stock supplies and salon inventory.
- Maintained a clean, appealing environment for clients.
- Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
- Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
Education
High School Diploma -
Reservoir High School
Fulton, MD 08.2005 - 06.2008
Bachelor of Science - Business
University of Phoenix
Tempe, AZ 11.2017 - 03.2021
Certificate in Marketing -
University of Phoenix
Tempe, AZ 11.2017 - 11.2020
Master of Science - Information Technology
University of Phoenix
Tempe, AZ 02.2022 - 06.2022
Master of Science - Information Technology Project Management
University of Maryland Global Campus
Aldephi, MD 11.2022 - Current
Skills
CRM
Customer Relations
Schedule Management
Order fulfillment
Shipping procedures understanding
Account management
International sales support
Team Building
Complaint resolution
Route dispatch
Money handling abilities
Report preparation
Multi-line phone talent
Staff education and training
Timeline
Master of Science - Information Technology Project Management
University of Maryland Global Campus
11.2022 - Current
Master of Science - Information Technology
University of Phoenix
02.2022 - 06.2022
IT business Analyst
MyTechbestfriend (Apprenticeship)
01.2022 - 07.2022
Member Service Representative
Stansberry Research
06.2021 - 11.2022
Bachelor of Science - Business
University of Phoenix
11.2017 - 03.2021
Certificate in Marketing -
University of Phoenix
11.2017 - 11.2020
Customer Experience Representative Team Lead
Pandora Jewelry
01.2017 - 06.2021
Administrative Assistant
United Parcel Service, UPS
01.2015 - 01.2017
Office Manager
Halcyon The Salon
01.2011 - 01.2014
High School Diploma -
Reservoir High School
08.2005 - 06.2008
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