Michelle Lapointe Email & Phone Number

Palm Desert, Ca, Us

Oo

As an Analyst for DB Schenker, I serve as the Liaison between the customer and IT department. I manage solution customer IT requests for EDI, imaging, customs processing, and web solutions. In addition, I provide automation of customer reporting for monthly and year-to-date data reports. Some of my key contributions are as follows:» Translates business requirements into technical solutions and identifies available solutions, defines scope, document requirement, report progress, and engages IT teams. » Develops ad-hoc presentations for the Senior Management Team and interacts with all levels of management and departments. » Manages customer reporting and special projects for sales and operations divisions.

Irving, Texas, Us

As a Logistics Analyst, I analyzed data and mapped findings to the carriers EDI feeds, and manually verified rate lanes and freight bills. I was recognized for working with Fortune 500 shippers and logistics carriers using business analytics to solve root-cause problems within areas of logistics, supply chain, and finance.

Oo

As a Data Analyst, I proactively communicated and collaborated with external and internal customers to analyze information needs, functional requirements and deliver required data elements. I provided detailed ad-hoc reports concerning customer sales related to domestic and international trade lanes. In addition, I participated in groundwork of project plans and user acceptance tests. Some of my key contributions are as follows:» Partnered with multiple business intelligence platforms to deliver customer requested formatting of reports. » Project managed the business side of transition from Hyperion to Business Objects. » Utilized strong analytical and project management skills and understood how to interpret customer business needs and translate them into operational requirements.

Chicago, Il, Us

As a Fraud Prevention Systems Analyst, I identified data sources for the mapping of data pursuant to its use in business analysis. My responsibilities included documenting as-is processes and making recommendations for improvement. In addition, I monitored system resource consumption and project’s future resource requirements. Some of my key contributions are as follows:» Queried data and created standard and ad hoc reports to assist the company in fraud prevention. » Highly involved with new application installations, new releases, UAT testing and current application problems.

Bonn, De

As a Business Systems Analyst, I worked closely with Business IT to develop business requirements for system changes or updates, providing completed Business Requirement Specifications and Request for Change documentation. In addition, I assessed project impact of system changes on users and stakeholders.Some of my key contributions are as follows:» Served as first Analyst within group and developed and structured Claims department reporting. » Analyzed raw data to identify trends regarding problem service locations or customers with high claim volume. » Reduced claim pay-outs 27% by utilizing various systems to analyze data pertaining to cargo claims and provided presentations to executive management. » Served as Liaison between the customer community and the software development team. » Identified and documented potential improvements regarding applications/systems interaction to support business process. » Developed functional designs, identified risks and benefits of alternate designs, and calculated costs and benefits of solutions.

Bonn, De

As a Supervisor for International Backline Research, I led a team responsible for international export logistics requirements and documentation. I analyzed and identified trends potentially impacting customers and made recommendations based on findings. Some of my key contributions are as follows:» Reported on and trended AHT, T’AHT and call volume using CMS, ASPECT and RTA. » Designed and implemented customer service improvement process. » Analyzed and developed recommendations based on call volume trends and forecasting factors to determine customer service needs including staffing and call capacity.

Bonn, De

As a Backline Lead, I provided operational management and support at call center locations to ensure efficient and timely resolutions of customer service issues. I developed and implemented policies for the resolution of customer account inquiries. Some of my key contributions are as follows:» Developed and directed overall order and service-related activities for DHL’s tracking and tracing functions. » Managed escalated customer calls with the intent of providing customer satisfaction and retention solutions. » Reviewed customer inquiries, problems, requests and suggestions to determine appropriate solutions and/or responses.

Bonn, De

As a Backline Research Analyst, I researched past-due shipments and lost shipments to determine if claim is needed. I handled rerouting of shipments per shipper’s request and contacted international stations on status of shipments on a daily basis. Some of my key contributions are as follows:» Received Individual Performance Awards for November 2004, December 2004, February 2005. » Received Top Team Performer Award for November 2004. » Received 4th Quarter Pinnacle Award for 2004.

Tempe, Az, Us

As a Customer Service Representative, I assisted external customers with a variety of inquiries, performed billing research, and processed requests for moves, advertisements and changes of service. I created new accounts and routed calls to appropriate departments. » Recognized as Top Performer.

Bachelor’S Degree, Business Administration, Supply Chain And Logistics

Associate’S Degree, Business Administration And Management, General

Humanities