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Daniel Johnson
1493 W 11150 S | South Jordan, UT 84095Cell: 801-833-8145Email: [email protected]
Available for All Shifts
February 3rd, 2015
Robert ElliottTeam Leader-Technologies, Enterprise Growth ServicingAmerican Express4315 South 2700 WestSalt Lake City, UT 84184
Re: Spanish or French Speaking - Business Systems Analyst
Dear Mr. Elliott:
I was excited to see your opening for a full time Spanish speaking Business Analyst, and I hope to be invited for an interview.
My background includes serving as a customer service associate within both call-center and retail environments. I currently work with American Express as a Business Analyst, where my responsibilities include analyzing potential technical issues and escalating to the correct service owners for resolution. I have moved to the Serve-BTS team where we handle, research; analyze escalated technical/reconciliation issues that need further detailed research and analysis within the FLOS/GAD department. I have extensive knowledge with Serve CST and SERVE’s Production Support ticketing tools. I also help with quality of cases and new procedure development as Serve platform products change. I assist with a ticket reporting/quality tracker given monthly to other departments. I have driven issues that needed more of an aggressive approach to achieve resolution, by using IRT’s as a main resource.
Previously, I worked in several different customer service related jobs and provider service jobs. In these jobs I made sure that customers were taken care of from a technical/knowledge perspective and that they received the additional help and support needed on personal levels. In my provider relations job, I was assigned special tasks to work with difficult providers in order to obtain medical records for insurance claims. The team was created to deal with large volumes of record retrieval and to build provider relations so that we could continue productive future relations.
In addition to this experience, I gained considerable customer service skills and management skills as a co owner of a small window washing business in the valley. As a co owner of Ducky Boys Window
Washing, I learned what it took to run an effective business and to maintain client relations. I also learned how to manage and those working for me on a professional level while maintaining a positive relationship.
I also have computer proficiencies in Sales Force, Service Now, TFS Ticket Tracker, Microsoft and database applications, and several years of college experience working towards my degree in Database Administration. Please see the accompanying resume for details of my experience and education.
I am confident that I can offer you the technical expertise as well as customer service, communication and problem-solving skills you are seeking. Feel free to call me at 801-833-8145 to arrange an interview. Thank you for your time -- I look forward to this opportunity!
Sincerely,
Daniel Johnson
