Summary
Overview
Work History
Education
Skills
Timeline
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Rawan Mohammad

Winter Haven,FL

Summary

Perceptive Senior Business Analyst with 4 years driving successful business processes. Dedicated to maximizing impact of key performance metrics to enhance and expand business operations. Known for leveraging both macro and micro-scale analyses to generate holistic images of ongoing business operations for immediate actionability.

Overview

11
11
years of professional experience

Work History

Senior Business Analyst

Publix Super Markets Inc
07.2022 - Current
  • Interacted with internal customers to understand business needs and translate into requirements and project scope.
  • Directed business analysts in executing and delivering various tactical and strategic plans.
  • Guided teams and refined Agile techniques throughout journey and evolution of delivery cycles, establishing documentation framework to support Agile methodology implementation
  • Managed team performance by implementing measurable metrics to track delivery of supporting requirement artifacts.

Business Analyst

Publix Super Markets Inc
09.2020 - 07.2022
  • 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.
  • Met with stakeholders to establish favorable business relationships and support mutually beneficial interests.

Retail Accountant

Publix Super Markets Inc
05.2019 - 09.2020
  • Gathered financial information, prepared documents, and closed books.
  • Documented cash, credit, fixed assets, accrued expenses and line of credit transactions.
  • Reconciled accounts and reviewed expense data, net worth and assets.
  • Completed daily cash functions like account tracking, payroll and wage allocations, budgeting, donating and cash and banking reconciliations.

Customer Service Team Lead

Publix Super Markets Inc
05.2016 - 05.2019
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.

Customer Service Staff Member

Publix Super Markets Inc
09.2012 - 05.2016
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Responded to customer requests for products, services and company information.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.

Education

Master of Science - Healthcare Administration

Louisiana State University At Shreveport
Shreveport, LA
12.2024

Masters - Business Administration

Webber International University
Babson Park, FL
08.2018

Bachelors - Business Administration

Polk State College
Winter Haven, FL
05.2016

Skills

  • Pivot Tables
  • CRM Systems
  • Test Case Scenarios
  • Traffic Analysis
  • Web-Based Reporting Tools
  • Project Management
  • Business Administration
  • Data Entry

Timeline

Senior Business Analyst

Publix Super Markets Inc
07.2022 - Current

Business Analyst

Publix Super Markets Inc
09.2020 - 07.2022

Retail Accountant

Publix Super Markets Inc
05.2019 - 09.2020

Customer Service Team Lead

Publix Super Markets Inc
05.2016 - 05.2019

Customer Service Staff Member

Publix Super Markets Inc
09.2012 - 05.2016

Master of Science - Healthcare Administration

Louisiana State University At Shreveport

Masters - Business Administration

Webber International University

Bachelors - Business Administration

Polk State College

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Rawan Mohammad