Accomplished business analyst/project management with a consistent, proven track record of achievement.

  Consistently awarded quarterly, bi-weekly and annual Outstanding Agent awards since Oct. 2016.

  Master of Business Administration (MBA), Concordia University Xxxxxx; expected August 2017.

  Project Management Professional (PMP) Certification; plan to pursue following completion of MBA.

- New Business Development - Project Management - Client and Vendor Relations

- Requirements Gathering - Staff Training/Coaching - Creating Technical Specifications

Senior Process Specialist, Facebook (through Cognizant Technology Solutions) May 2016-Present

  Communicate effectively with Facebook s highest-paying advertising clients in a technical support capacity.

  Collaborate with client service managers to provide exceptional email-based technical support.

  Support Facebook and Instagram features used by clients such as advertisements, pages and profiles.

  Showcase a proven ability to communicate technical information to a non-technical audience.

Achievements:

  Consistently awarded quarterly, bi-weekly and annual Outstanding Agent awards since Oct. 2016.

  Ranked No. 1 or No. 2 on quality and customer satisfaction scores on a regular basis, including for communication ability and writing style.

  Gained the trust, confidence and respect of management to mentor existing and new support personnel.

  Helped fellow colleagues improve their quality customer service scores after delivering training.

  Chosen by leadership to work directly with the Program Manager at Instagram to improve service levels.

  Selected by management to create flow charts of current workflows to identify regional differences, quantify time spent on each task and determine new ways to streamline.

Volunteer Leadership Aug. 2011-Jan. 2017

  Performed as Board Secretary, Hill Country Community Ministries Leander, XXXXXX; Apr. 2015-Jan. 2017.

  Served as Leadership Teacher, Sterling Classical School; Aug. 2011-May 2015:

> While raising my children, volunteered 30 hours per week and developed own curriculum to educate seventh grade students to research and write a mock trial, which was performed before their peers and school leaders.

> Instructed fifth grade students how to create their own project plans, including deadlines and contingencies.

> Led planning and execution of numerous plays on a $200.00 annual budget while serving as Theater Director.

> Managed all aspects of production for a cast of up to 50 students (K to middle school), from casting to scheduling and set design to personally sewing costumes.

Achievement:

> Doubled the revenues of the Theater Department year-to-year.

> Asked by Costume Design, Arts Avenue for Kids to create 40 costumes, including many from scratch.

Quality Assurance and Client Support Manager, Doctor Dispense Santa Clara, CA         June 2005-Nov. 2008

  Led project timelines and deliverables for this startup business.

  Planned, managed and executed tests for a web-based pharmacy dispensing application.

  Identified and resolved system issues clients were experiencing and gathered requirements to translate into new features and fixes.

Quality Assurance and Client Support Manager, Doctor Dispense Santa Clara, CA         June 2005-Nov. 2008

  Designed graphical user interface (GUI) component prototypes and application features.

  Performed technical writing, including for user help files and internal processes.

Software Test and Customization Manager, Cofiniti Austin, XXXXXX  Sept. 2000-May 2001

  Led testing and implementation of customized applications on multiple platforms for this software company that designed products for insurance companies.

  Spearheaded all customization projects such as timelines and resources.

  Built, trained and managed a team of more than 15 personnel, including conducting performance reviews.

  Gathered and translated customer technical specifications into detailed product requirements.

Director of Quality Assurance, Software Release and Support, living.com Austin, XXXXXX     July 1999-Aug. 2000

  Oversaw up to 20 quality assurance staff members and Level 3 support teams in Austin, XXXXXX and Raleigh, NC.

  Served as Project Manager for product roadmap, feature releases and defect fixes.

  Coordinated site updates and release testing across all departments.

Integration Engineer, Tivoli Systems (formerly, Software Artistry) Austin, XXXXXX Mar. 1997-July 1999

  Gathered requirements and designed and implemented an improved defect tracking system.

  Awarded for excellence in writing and editing and developed and delivered training to clients and staff.

Software Developer, Banc One Mortgage Indianapolis, IN  Jan. 1996-Mar. 1997

Data Processing Coordinator, Workingmen s Federal Savings Bank Bloomington, IN   Aug. 1993-Jan. 1996

Master of Business Administration (MBA); expected August 2017

Concordia University Xxxxxx

  Currently hold a (4.0 GPA) with degree focused on Communication and Leadership.

Master of Science (MS), Software Engineering Management

Rose-Hulman Institute of Technology

  Designed and implemented a new defect tracking system for a firm as part of a school project, including gathering requirements, designing the GUI and writing technical specs for developers.

Bachelor of Business Administration (BBA), Computer Information Systems and Operations Management

Indiana University

Dear Hiring Manager:

With this letter, I wish to express my strong interest in joining your organization as a (INSERT JOB TITLE HERE).

As demonstrated in the accompanying resume, I am an accomplished business analyst/project management with a consistent, proven track record of achievement. For example, I have been consistently awarded quarterly, bi-weekly and annual Outstanding Agent awards since Oct. 2016 while working for Facebook. Among my additional unique skills and qualifications:

  Led testing and implementation of customized applications on multiple platforms.

  Served as Project Manager for product roadmap, feature releases and defect fixes.

  Gathered and translated customer technical specifications into detailed product requirements.

  Built, trained and managed a team of more than 15 personnel, including conducting performance reviews.

  Collaborated with client service managers to provide exceptional service to customers.

  Master of Business Administration (MBA), Concordia University Xxxxxx; expected August 2017.

  Project Management Professional (PMP) Certification; plan to pursue following completion of MBA.

As your leader, you will find me to be a team player committed to exceeding your performance expectations. I have no doubt that I would be a valuable asset to your operations, and look forward to interviewing with you in the near future.

Sincerely,

Yyyyyy x. yyyyyy

xxx-xxx-xxxx