Courtney Willi

COURTNEY WILLIS - |-Business Analyst Professional Summary Dedicated business analyst of 3 years, with 10 years of customer service experience, who worked cross-functionally with multiple IT teams to provide communication and insight on onboarding, training, and invoice processing. Provided accurate and detailed analysis of allocations monthly to create reports for payment and to provide business insights to upper management. Work History Business Analyst for IT Finance Nov 2021 - Nov 2023 Dish Network Englewood, CO • Worked closely with individual contractors and internal business partners as a go-to for navigating onboarding and timesheet procedures, instructing, and sharing the appropriate training documentation. • Receiver for 100s of IT purchase orders and invoices monthly for processing into Oracle for payment, working closely with the requestor, buyer, and accounts payables. • Created and shared detailed process documentation for internal and external use, for daily tasks, onboarding, and timesheet entry in Service Now; reviewed monthly to make any necessary updates to process. • Assisted internal teams in investigating timesheet issues on the Service Now platform, working independently and collaborating with IT administrators to resolve issues in a timely manner. • Reviewed IT hardware, software, and statements of work contracts for accuracy and entry into ICertis; prepared memos for executive review, approval, and signature. • Constructed a weekly report for the revision of new and renewing IT requisition entries and contracts; kept a running list of entries to provide colleagues with the correct information for month-end finance tracking. • Performed cross-checks of 75-100 invoices to timesheets monthly for proper allocation of hours, working with contractors and vendors for resolution of errors ensuring accurate payments; increasing accuracy to 90% • Collaborated with multiple IT teams to learn and provide additional support on urgent administrative tasks. Customer Relationship Advocate Jan 2021 - Jul 2021 Fidelity Investments Greenwood Village, CO • Protected 100-150 clients’ information weekly with strict use of established company security procedures. • Answered client questions about the user interface, walking through and referring each to the specified area on the website. • Updated client records thoroughly with each interaction and transaction. • Helped to navigate and troubleshoot website issues, working with the help desk to reach a timely resolution. • Served clients by going above and beyond by anticipating and fulfilling needs quickly. Cashier Apr 2020 - Sep 2020 Aurora, CO Nick's Garden Center • Improved knowledge and skills through routine observations and training. • Promoted customer satisfaction by supporting merchandise, returns, and exchanges. • Received, recorded, and banked cash, checks, and vouchers for 1000s of transactions monthly. • Developed solid relationships with staff, customers, and vendors. Server Rosenberg’s Bagels Edith Lucilles Granite City Roam Barrel House Black Sheep Social Club Outback Steakhouse Sep 2019 - Jan 2020 May 2019 - Sep 2019 May 2017- May 2019 Dec 2018 - Apr 2019 Jan 2017 - Jan 2018 Jan 2016 - Jan 2017 Aug 2014 - Jan 2017 IHop Jun 2011 - Aug 2014 • Trained multiple employees on food safety, state regulations, and food service. • Learned all necessary menu material and point-of-sale systems quickly, resulting in the efficiency and accurate entry of food orders. • Happily interacted with 100 - 200 diverse guests daily, building a base of regularly returning guests. • Completed overall food orders with 93% accuracy. • Completed 1000s of cash and credit card transactions over serving career. Skills • Time Management • Adaptability • Problem-Solving • Process Documentation • Task Prioritization • Customer Relations • Training • Microsoft Office • Knowledge Seeking Education and Certifications Associate of Arts Kirkwood Community College LinkedIn Certifications Business Analysis: Essentials Tools and Techniques Everybody’s Introduction to Tableau Agile Requirements Foundations Requirements Elicitation and Analysis Scrum: The Basics May 2015 Cedar Rapids, IA June 2023 June 2023 May 2023 May 2023 March 2023