Business Analyst
I translate real-world operational needs into clear requirements and delivered solutions. With 11+ years across leadership, operations, and software support, I bring a customer-first, data-informed approach to problem solving at every level.
ServiceCentral Technologies · Atlanta, GA
I partner with enterprise clients on RepairQ, a SaaS repair and service management platform, translating operational needs into requirements, specifications, and delivered solutions. I validate assumptions with SQL analysis, then partner with Product and Development to ship improvements with measurable impact. Day to day I work in Jira and Confluence to keep delivery transparent, documented, and on track.
Designed and launched a POS closing and deposit workflow, improving consistency and accuracy of closing data capture
Led implementation of integrated payment devices across retail locations, improving transaction efficiency and reliability
Delivered an online appointment booking tool, improving customer engagement and streamlining scheduling
Migrated multiple client environments to a trunk development model, enabling faster access to new platform features
Spearheaded onboarding and training for a new overseas franchise, ensuring operational readiness and platform adoption
Led design and implementation of a custom language modification tool to support localization, collaborating directly with developers
ServiceCentral Technologies
Delivered Tier 2 support for RepairQ's SaaS platform. Diagnosed and resolved technical issues using SQL, documented procedures in Confluence, and partnered with development teams to reduce downtime. This role built the operational and technical foundation that led directly into the BA position.
Staymobile
Directed repair operations, inventory logistics, and quality control. Grew the team from 10 to over 80 technicians, increased year-over-year repairs by 225%, and developed QA processes that significantly reduced return repairs.
Crocs
Increased sales YoY by 50% through customer experience focus. Led the team to "Elite Status" (top 3 in company KPIs) and achieved the first perfect LP score in store history with the lowest inventory variances in the company for 2 consecutive years.
Max Video Games
Managed store operations, appraisals, and customer engagement events. Created an e-commerce platform that increased online sales by 75% YoY for 3 consecutive years.
CollectingDustLLC · Top-Rated eBay Store
End-to-end e-commerce operations including inventory, customer service, and fulfillment. Maintained 100% positive feedback and Top-Rated Seller status for over a decade.
Working towards a Bachelor of Applied Science
Chattahoochee Technical College
Jira Service Management Fundamentals
Atlassian Certification
Jira Fundamentals Badge
Atlassian Certification
Confluence Fundamentals Badge
Atlassian Certification