Requirements Analyst specializing in the continuous improvement and evolution of products and projects, with a focus on the implementation and maintenance of academic initiatives. Proficient in systems administration, encompassing both technical and managerial aspects, asset management, and contract administration. Adept at bridging the gap between clients and internal teams, effectively addressing urgent issues or bottlenecks in ongoing projects.

Customer Success - How to Conquer and Keep Clients

Scrum Foundation Professional Certificate (SFPC)


4/1/2021 - Present

As a requirements analyst specializing in continuous improvement and product evolution, developed expertise in implementing and maintaining academic projects, system administration, asset management, and contract administration. Utilized technical and management skills to serve as a crucial "bridge" between clients and internal teams, effectively translating client needs through video conferencing and written communications for development team implementation and modification. Demonstrated proficiency in identifying and resolving urgent issues or bottlenecks to ensure smooth project progression. Maintained an in-depth understanding of the system's capabilities to provide alternative solutions that meet client requirements and enhance overall client satisfaction.


10/1/2020 - 4/30/2021

Developed proficiency in systems analysis with a focus on continuous improvement and project evolution within e-commerce environments. Implemented and maintained e-commerce projects by effectively bridging the gap between clients and internal teams, and addressing any project bottlenecks or urgent situations. Gained expertise in working as a Product Manager, leading agile teams in operational implementations, identifying and mitigating risks, and suggesting best practices to optimize processes.


8/1/2018 - 9/30/2020

Focused extensively on general customer service, addressing both emergency and proactive monitoring and planning of activities with clients. Involved in project gathering for customization and maintenance, particularly within academic systems and public administration, providing essential support to the development team. Successfully established, planned, and reformulated customer service strategies to optimize value delivery. 

Faced challenges such as improving the relationship between the company and the client, achieving an average satisfaction rating of 10/10 within six months and securing contract renewals. Conducted remote training sessions for clients on various system modules, ensuring successful implementation across institutions. Streamlined tasks to enhance client perception and contributed to the creation of efficient processes suited to both the company and the served institutions. Awarded Customer Service Employee of the Year in 2019 for exceptional performance.


8/1/2017 - 8/31/2018

Conducted surveys, performed analysis, and directed client-reported behaviors to specialized teams such as development, support, and requirements, ensuring their specific needs were met. Provided comprehensive monitoring of both internal and external demands, leading to the generation and implementation of new ideas that enhanced the usability of company workflows and activities. Overcame challenges by performing daily checks on ongoing demands and seeking feedback from involved teams to update clients on task progress. Additionally, structured and restructured documentation for service implementation for clients. After one year of experience, successfully navigated the selection process to secure a permanent position. Skills developed include stakeholder communication, process improvement, and documentation management.

Howdy Candidates

Work experience

Education

Certifications