Overview
Work History
Education
Skills
Certification
Timeline
Generic

PHYLICEA EWART

Roswell,GA

Overview

5
5
years of professional experience
1
1
Certification

Work History

Retail Technology Specialist

FocusBrands
09.2020 - Current
  • Provide technical support for over 1500 franchise locations worldwide, spanning multiple brands, including Jamba, Carvel, Cinnabon, Moe's, and Auntie Anne's
  • Offer troubleshooting support for Point-of-sale Systems (POS), Peripherals, Hardware, Software, and Network setup to ensure minimal downtime and optimal Franchisee satisfaction, achieving a 99.74% SLA
  • Participate in strategy meetings to discuss implementation for POS integration and maintenance, create and update Knowledge articles with new findings
  • Monitor JIRA and ServiceNow, raise and resolve incidents, and escalate cross-functionally for out-of-scope issues
  • Perform post-resolution follow-up for work orders to maintain user satisfaction
  • Complete project-based tasks on technology products via checklists, such as POS upgrades, workstation replacements, and Mobile Device Management (MDM) Enrollment
  • Perform root cause analysis to prevent recurring systems issues, install POS systems, hardware, and software, diagnose hardware and software failures, and resolve technical problems
  • Collaborate with offshore teams as a Subject Matter Expert (SME), providing further insight into technical solutions
  • Spearheaded transformative virtual training for a multinational team of 100+ offshore professionals, drive skill enhancement, and achieve operational excellence

Fan Relations Coordinator

Discovery+
10.2021 - 06.2022
  • Employed Zendesk to raise and resolve customer issues and perform post-resolution follow-up for work orders to maintain user satisfaction
  • Communicated daily with an average of 50 customers through email and virtual agent chat to ensure that customer's inquiries were responded to and resolved within SLA and target goals
  • Oversaw customer subscription status by processing payments, terminating delinquent accounts, and updating billing information
  • Educated customers about billing, payment processing, and support policies and procedures
  • Bolstered customer retention by offering unique discount options, promotions, and inspiring interest in new product lines
  • Delivered world-class, initiative-taking customer service to internal and external stakeholders
  • Used advanced analytical skills to identify, gather, and organize information as it pertains to the discovery+ app and web platform
  • Achieved and exceeded key performance and customer service goals such as Customer Satisfaction, Average Handle Time, and Quality Assurance

Business Analyst Intern

New York Life Insurance Company
08.2019 - 02.2020
  • Presented requirement clarification to assist with troubleshooting, remediating, and managing production issues and defects during daily stand-up calls
  • Analyzed business needs and translated those needs into business, functional, and integration requirements suitable for consumption by technology teams
  • Composed clear and concise meeting notes, ensuring that requirement statements were complete, consistent, feasible, unambiguous, traceable, and verifiable
  • Assisted architects, designers, and technical leads to design best practice solutions that satisfy business requirements; required understanding of data flow, system dependencies, and interactions
  • Verified that solutions met business, compliance, and technical requirements
  • Supported Project Managers in defining acceptance criteria for key features of modern technology to satisfy business requirements
  • Created Excel spreadsheets to estimate costs and time for future custom projects across multiple internal teams and managed 90% of Time-sheet reconciliation projects

Education

Associate of Applied Science - Computer Information Systems

Westchester Community College
Valhalla, NY
05.2024

Skills

  • Agile Facilitation and Collaboration:

Proficient in leading Scrum ceremonies, fostering collaboration among cross-functional teams, and ensuring adherence to agile principles

  • IT Service Management (ITSM) Framework:

Incident identification, logging, and resolution
Change management and controlled implementation
Knowledge of Information Technology Language Infrastructure Library (ITIL) best practices
Service Desk operations and support
Incident and problem management processes
Familiarity with service level agreements (SLAs)

  • Customer Relationship Management (CRM) Tools: Decision Logic
  • Project Management Tools: Smartsheet, Clarity PPM, JIRA
  • Microsoft Office Suite: Excel, Word, PowerPoint, Outlook, OneNote, Publisher, Teams, Access
  • Service Management Tools: ServiceNow, Zendesk
  • Point of Sale (POS) Systems: Toast, Revel Systems
  • Mobile Device Management: VMware AirWatch, Canopy

Certification

  • ITIL 4 Foundation Certificate in IT Service Management, AXELOS - 2024
  • Professional Scrum Master I (PSM I), Scrum.org - 2023

Timeline

Fan Relations Coordinator

Discovery+
10.2021 - 06.2022

Retail Technology Specialist

FocusBrands
09.2020 - Current

Business Analyst Intern

New York Life Insurance Company
08.2019 - 02.2020

Associate of Applied Science - Computer Information Systems

Westchester Community College

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PHYLICEA EWART