A seasoned professional ready and adaptable to lead company-wide business optimization efforts. With several years of experience in the Business and Technology industry with valuable resources to everyone in the company, from senior executives to new hires. Eager to help companies form internal and external synergies to exponentially increase profit potential.
Hi, I’m
Shanese Jordan-Watkins
Business Analyst
Aurora,CO
Summary
Overview
7
years of professional experience
Work History
Charter Communications, Time Warner CableGreenwood Village, CO
Business Support Analyst
10.2021 - Current
Job overview
- Educated software, functions and tools for information processing and analysis
- Spearheaded 10 major projects of customer requirements into functional requirements for developers and project teams
- Led 50 interviews with key business users to collect information on business processes and user requirements
- Integrated standardized tools and templates to streamline cross-functional project management and create visibility to critical project information
- Analyzed actual results against plans and forecasts, recommending interventions where appropriate
- Collaborated with stakeholder groups across organization to verify business and technology alignment
- Improved processes and procedures to achieve key performance metrics.
- Rendered on-demand support to senior leadership, connecting executives with appropriate management personnel to address concerns.
- Identified and managed service risks within company, recommending best practice enhancements and guidelines updates.
RemoteGreenwood Village , CO
QA Tester/Sr. Help Desk Technician
01.2020 - 10.2021
Job overview
- Educated 200 customers through ticket, email, phone, or chat services on simple methods to solve common software and hardware issues
- Implemented remote troubleshooting techniques to solve common software and hardware issues
- Illustrated troubleshooting and diagnosis for issues related to software and peripheral equipment
- Coordinated testing liaison between quality control, vendors, and contractors
- Authored detailed technical reports and documentation
- Verified quality and graded finished products with visual inspections.
- Operated under Agile and Scrum frameworks to complete releases and well-organized sprints.
- Evaluated function, performance and design compliance of every product against design standards and customer needs.
State Farm Insurance CompanyCentennial, Colorado
Sales Coordinator
10.2016 - 01.2020
Job overview
- Maximized customer satisfaction by quickly responding to any concern or request
- Overcame objections with effective product demonstrations and persuasive communication skills
- Determined customers' needs based on sales calls and face-to-face meetings
- Introduced sales prospects to 12 adjacent, answering questions and offering advice
- Met financial requirements by processing payments, invoicing customers and assisting with collections
- Determined customers' needs based by setting up 20 sales calls and face-to-face meetings per month
- Trained over 25 new employees on company customer service policies and service level standards.
- Handled customer inquiries by staying up-to-date on market and industry trends and finding unique solutions to issues.
- Kept detailed records of sales and customer information in CRM software, updating database regularly to maintain top-notch service.
Education
Independence UniversitySalt Lake City, UT
Master's from Information Systems Management Technology
06.2021
University Overview
President's List, GPA: 4.0
- Dean's List [ 2 Semesters of 2021]
- Honor Roll [ 2 Semesters of 2021]
Johnson & Wales University - DenverDenver, CO
Bachelor of Science from International Business Management
06.2015
University Overview
Dean's List, GPA: 3.5
- Dean's List [ 4 Semesters 2012 to 2015 ]
- Honor Roll [ 4 Semesters 2012 to 2015 ]
Skills
- Atlassian
- Jira
- Confluence
- Snowflake
- Tableau
- ServiceNow
- I-Support
- Zendesk
- Salesforce
- AWS
- Certified Scrum Master
- Google's Project Management
- Google's Data Analytics
- SQL
Timeline
Business Support Analyst
Charter Communications, Time Warner Cable
10.2021 - Current
QA Tester/Sr. Help Desk Technician
Remote
01.2020 - 10.2021
Sales Coordinator
State Farm Insurance Company
10.2016 - 01.2020
Independence University
Master's from Information Systems Management Technology
Johnson & Wales University - Denver
Bachelor of Science from International Business Management
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