Open to opportunities

Dietrick Burns

@dietrickburns

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Dedicated business analyst with 15+ years in customer service.

United States

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What I'm looking for

I seek a role that fosters growth, values collaboration, and emphasizes customer-centric solutions.

I am a dedicated and customer-focused professional with over 15 years of experience in customer service and operational roles. My journey has been marked by a commitment to excellence, as evidenced by my recognition from the National Accounts Team and Site Director for outstanding customer service. I hold a Lean Six Sigma Yellow Belt certification and have consistently achieved high performance metrics, including a 92% store rating for two consecutive years.

In my current role as a Business Analyst at Arkansas Bluecross and Blueshield, I leverage my strong project management and analytical skills to facilitate process improvements and enhance operational efficiency. I collaborate with cross-functional teams to interpret business requirements, conduct root-cause analysis, and develop actionable reports. My experience as a Team Lead Coordinator has equipped me with the leadership skills necessary to mentor and train team members, ensuring a culture of continuous improvement and knowledge sharing.

Experience

Work history, roles, and key accomplishments

Business Analyst - Operational Testing and Quality Control

Arkansas Bluecross and Blueshield

Jan 2021 - Dec 2024 (3 years 11 months)

Collaborated with various internal departments, analysts, development teams, and leadership to obtain cross-functional team consensus on the interpretation of business requirements and needs. Designed and developed reports to make recommendations regarding system changes and conducted training for new procedures.

SQL Process Improvement Root Cause Analysis Data Analysis Training Business Needs System Configuration Quality Control SAFe 6 Practitioner

Level 3 Customer Service Rep.

Arkansas Bluecross and Blueshield

Jan 2019 - Dec 2021 (2 years 11 months)

Resolved customer issues to deliver exceptional customer experiences, answering questions regarding pharmaceutical and medical products. Utilized source material and online search engines to find product, legal, and licensing information.

Customer Service Problem Solving Product Knowledge Microsoft Teams Salesforce COVID 19 Contact Tracing

Team Lead Coordinator

Cardinal Health

Jan 2016 - Dec 2018 (2 years 11 months)

Monitored floor operations and assisted Customer Service Representatives with customer issues and questions, de-escalating calls and resolving complex customer problems. Coordinated and ran call calibration sessions to improve quality customer service and application usage.

Team Leadership Customer Service Training Quality Assurance Project Management Adult Learning Principles E Learning Software

Level 2 Customer Service Rep.

Cardinal Health

Jan 2015 - Dec 2016 (1 year 11 months)

Resolved customer issues to help drive an exceptional customer experience, answering questions regarding pharmaceutical and medical products. Utilized source material and online search engines to find product, legal, and licensing information.

Customer Service Problem Solving Product Knowledge Data Entry Documentation

Store Facilities Technician

Target Corporation

Jan 2013 - Dec 2015 (2 years 11 months)

Maintained knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices. Conducted weekly meetings with the Store Manager to discuss business opportunities related to customer experience, brand building, security exits, and store construction projects.

Facilities Maintenance Sales Customer Experience Performance Reviews Payroll Management Key Holder Responsibilities