Summary

Intuitive, creative Business Analyst with extensive experience interfacing between business (manufacturing) and information technologies groups.  Drives acquisition and reporting on voice-of-the-customer (VOC) for corporate/divisional CRM initiatives.  Facilitates cross-functional teaming through process development and documentation.  Sought out ability to easily learn and troubleshoot new systems, defining efficiencies for program and contract negotiations.  Highly-motivated team player with strong communication skills.

Experience

The Toro Company:  Leading international provider of turf maintenance equipment and precision irrigation systems.
Bloomington, MN:  2007-2009
Specialist, Commercial Customer Care
Responsibilities:

• Hired full-time to perform the duties of a business analyst for diverse Commercial Customer Care initiatives.
• Work with internal and external user groups to define business “best practice” processes on generation of VOC data, then define and document for dissemination through distributor channel.
• Establish, document, and define training process for authors on knowledge base case generation methodologies.
• Design performance tracking measurement tools to gauge effectiveness of outsourced team’s case generation efforts, accessible through easy dashboard and SharePoint sharing services.
• Design Microsoft Access databases for data handling/dissemination on various VOC projects.
• Manage four outsourced technical writers for development of product knowledge base.
• Work with internal business users to define requirements of knowledge base and analytics providers; interface with external provider resources to implement customized service solutions.
• Team with service business users (internal and external) to define reporting solutions from WennSoft SMS product through Business Objects 5 and XI.
• Perform a variety of tasks to validate and deliver on reporting and system deployment initiatives.

Achievements:

• Defined service measurement process used throughout commercial distribution channel that was used to win a bid for a multi-state government contract on repair services resulting in $100,000+ per year.
• Developed cost-savings programs to prepare customer data for print and analytics’ processing in house, resulting in contract savings of 83 percent, and reduction in monthly service agreement cost by 66 percent.

2006-2007
Contractor, Knowledge Base Development
Responsibilities:

• Work with knowledge base administrator to troubleshoot system level performance issues.
• Standardize technical format for knowledge base case development.

2003-2004
Intern, Database Design
Responsibilities:

• Process, develop, and design database for training materials.

Education

University of Redlands,
Redlands, California
Bachelor of the Arts, Theater – Emphases: Production, Performance, and Dramaturgy
2001 - 2005

University of Phoenix
St. Louis Park, MN
Masters in Business Administration – Technology Management
2008 - 2010

Technical Skills/Proficiencies

Microsoft Office Suite 2001-2007 (MS Access, Visio, Word, Excel, Outlook, and PowerPoint) Adobe Creative Suite 3 Design Premium (Flash, Dreamweaver, Illustrator, and Photoshop) Business Objects 5, XI desk-side and WebIntelligence Reporting CSS, HTML, SQL, VBA, XML

Confluence Wiki development SharePoint WennSoft Service Management System Kaidara Studio, Advisor, and Analytics MarketTools /CustomerSat Analytics Variety of smaller open-source applications to increase efficiency and process automation

Honors/Affiliations/Community

• Dale Carnegie Course graduate
• Member, International Institute of Business Analysis
• Member, Toastmasters International
• Volunteer, The Science Museum of Minnesota
• Life-time Girl Scout
• Girl Scout Gold Award: Met with City Council members and local youth organizations to overhaul Teen Center; created an anti-drug program, and youth council to present to the City Council on matters of youth advocacy and violence against minors in the community.