Requests
69Applied by 2
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Network Power<100 people
Roles
🔥50%
Startup Founder
✔️50%
IT
🧨50%
Consulting
Geos
🇷🇺50%
Russia
🇺🇸50%
United States
Work Background
Les Schwab Tire CentersBusiness Analyst
Aug. 2023Led requirement workshops as part of the vendor selection and Statement of Work (SOW) development process
Facilitated and participated in functional and technical sessions to document Standard Operating Procedures (SOPs) and developed technical and functional specifications in collaboration with the vendor design team, translating business needs into our Software design Created and maintained project documentation, including decision logs, change management strategies, and integration plans, while conducting report analysis to determine optimal software solutions based on use cases and data management requirements.
Led data migration analysis for 1.1 million customer accounts, developing strategies for data clean-up and ensuring seamless migration.
Designed test cases and contributed to the project-level testing strategy, ensuring comprehensive testing and quality assurance throughout the implementation.
Les Schwab Tire CentersBusiness Inventory Analyst
Oct. 2021 - Jul. 2023Bend, Oregon, United StatesIncreased inventory turns by 50% at pilot stores through improved inventory management and collaboration with Operations and IT leadership.
Prepared and presented data to the executive steering committee, securing approval to expand the pilot to more stores and product lines based on demonstrated financial benefits.
Les Schwab Tire CentersAdministrative Operations Specialist
Oct. 2021 - Jul. 2023Created and managed a new role for a pilot, overseeing its roll-out across 9 locations, including the development of training and change management documentation.
Managed Profit and Loss (P&L) for the locations and spearheaded the creation of a fully documented store payables program within one week.
Onboarded 12 sites and trained 10 employees, ensuring operational consistency.
The pilot's success led to its expansion and permanent integration into the company, with workflows and processes I developed still in use.
Les Schwab Tire CentersBankruptcy Specialist/ Account Services
Oct. 2020 - Oct. 2021Bend, Oregon, United StatesEnsured compliance and efficiency by managing payment processing calls to guarantee secure, fast, and compliant transactions, adhering to company policies and federal bankruptcy regulations. Customer Service Optimization:
Led efforts to enhance customer service standards, managing phone and email communication over the course of a year to resolve payment processing issues. Improved customer satisfaction and retention by fostering a positive customer experience. Process Improvement and System Integration:
Collaborated with cross-functional teams to implement Salesforce, optimizing business processes and equipping employees with advanced tools to enhance operational efficiency and drive business growth.
Consumer Cellular, Inc.Customer Service Representative III
Mar. 2018 - Oct. 2020Redmond, Oregon, United StatesConsumer Cellular, a top-rated wireless provider for the 50+ demographic, promoted me from Customer Account Advisor to Customer Account Advisor 3 within one year due to strong performance, analytical skills, and customer-focused problem-solving. Problem Solving & Process Improvement:
Analyzed and resolved complex customer issues, identifying process inefficiencies and implementing solutions to improve service delivery, contributing to higher customer satisfaction and streamlined operations. Stakeholder Communication & Management:
Collaborated with cross-functional teams in a high-volume environment, ensuring clear communication of customer needs and aligning service delivery with business goals to enhance loyalty and retention. Performance Optimization:
Leveraged data from customer interactions to improve response times and service quality, driving increased customer retention and meeting key performance metrics.
Issue Resolution:
Effectively resolved customer complaints and service requests, ensuring timely and high-quality responses that contributed to increased customer satisfaction. Customer Service Excellence:
Consistently exceeded performance standards in a high-volume inbound contact center, delivering exceptional service that improved customer loyalty and retention.
• Issue Resolution: Handled customer complaints and requests with the required degree of service and timeliness to boost customer satisfaction. • Customer Service: Maintained performance standards in a high-volume inbound contact center by providing outstanding customer service and call management, enhancing customer loyalty and retention.
INTERPATH LABORATORIESPhlebotomist/ Lab Processor
Jan. 2016 - Feb. 2018Bend, Oregon, United StatesInterpath Laboratories, an outpatient health facility delivering rapid and reliable laboratory testing, relied on my leadership to train staff in safety procedures and sample processing protocols, ensuring operational efficiency. Training & Process Optimization:
Developed and implemented training programs for staff, standardizing safety and sample processing protocols to improve patient intake efficiency and reduce processing time. Operations & Workflow Management:
Managed patient flow and appointment scheduling, optimizing workflows to handle high patient volumes and ensure timely completion of testing, contributing to improved service delivery and operational performance. Cross-functional Collaboration:
Worked closely with medical teams to ensure alignment between patient intake processes and laboratory testing schedules, enhancing coordination and timely execution of services. • Safety Procedures: Utilized aseptic technique, followed departmental procedures, and observed isolation measures to preserve specimen integrity. • Supply/Stock Management: Ensured that all supplies on-site were complete, in addition to recording and communicating with doctors, other staff members, and techs, all while providing care to incoming patients.
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