Supervisor, Customer Support Systems Resume


Jordan Lucas Supervisor, Customer Support Systems (360) 555-7394 jordan.lucas@example.com linkedin.com/example/jordanlucas Olympia, WA 98501 STRENGTHS People Leadership Balanced analyst workloads across maintenance and project work. Colleagues valued clear priorities and steady support during busy releases. Systems Translation Turned customer service goals into workflows, data needs, and design choices. Business partners gained clearer paths forward. Quality Delivery Documented tests, defects, and evidence before release. That habit gave teams confidence when production decisions mattered. Collaborative Problem Solving Brought vendors, architects, developers, and business owners together. Tough questions became shared decisions instead of stalled work. Customer Focus Kept equitable service and reliability visible in system choices. Small workflow improvements made daily support work easier. SKILLS Team Supervision Customer Technology Enterprise Applications Utility Systems Business Requirements System Design SDLC System Testing SQL Database Structures CRM Robotic Process Automation Vendor Management Project Planning Stakeholder Communication LANGUAGES English Native 40 Spanish Intermediate 20 MY CAREER SUMMARY Customer technology supervisor with eight years of experience supporting utility customer applications, enterprise systems, business process design, testing, vendor coordination, and functional team leadership. Leads analysts through balanced work assignments, clear quality expectations, practical workplans, and sustainable delivery rhythms. Translates customer service objectives into system requirements, workflows, configurations, data needs, and testable solutions. Hands on experience includes SQL, relational database structures, CRM workflows, SDLC practices, robotic process automation, release support, and incident investigation. Coordinates architects, developers, data specialists, project managers, vendors, business owners, and external partners across jointly managed systems. Communicates technical choices in plain language and keeps customer reliability, equitable service, community trust, environmental stewardship, and operational readiness in view. Ready to help a regulated utility improve customer technology while supporting analysts and dependable service delivery. EXPERIENCE Customer Systems Supervisor Evergreen Utility Technology Group March 2023 - Present Olympia, WA Supervises functional analysts and coordinates customer assistance, engineering workflow, energy efficiency, and CRM applications. Owns annual planning, vendor coordination, system delivery, quality review, and continuous improvement across regulated utility operations. Balanced analyst assignments across utility assistance and CRM work, preserving quality and sustainable delivery. Led SDLC projects from discovery through release, then stabilized workflows with business owners. Translated customer objectives into data, configuration, integration, and system design decisions for review. Coordinated vendors, architects, developers, data specialists, and project managers around shared dependencies. Used SQL and database structures to investigate workflow issues and guide practical fixes. Documented test evidence and robotic process automation designs for repeatable customer service work. Senior Systems Analyst Cascade Customer Solutions July 2020 - February 2023 Tacoma, WA Owned functional analysis for customer facing enterprise applications supporting billing inquiries, service programs, and CRM workflows. Guided requirements, testing, database investigation, automation design, and concurrent enhancement delivery with business and technology partners. Converted billing and service processes into requirements, maps, acceptance criteria, and design inputs. Designed regression tests for CRM releases, documenting defects and evidence before production approval. Queried relational databases with SQL, tracing records until incident causes became clear. Translated repetitive service steps into automation designs with rules, exceptions, and checkpoints. Coordinated concurrent enhancements with business owners and IT teams, keeping priorities visible. Explained technical choices in plain language, helping customer service partners make informed decisions. Systems Analyst Rainier Civic Systems June 2018 - June 2020 Seattle, WA Analyzed public service workflows and enterprise applications in a regulated environment. Supported requirements, configuration, user acceptance testing, release documentation, issue triage, database review, vendor coordination, and user adoption. Mapped public service workflows, revealing practical improvement opportunities for application teams. Gathered frontline requirements and shaped them into functional specifications and workflow diagrams. Supported configuration and user acceptance testing, helping releases reach users with fewer surprises. Used SQL and database structures to reconcile application behavior with underlying records. Prepared technical explanations and training materials for users adopting revised system features. Coordinated vendor questions and IT dependencies against scheduled delivery commitments. Business Process Analyst Soundview Service Operations September 2016 - May 2018 Bellevue, WA Reviewed customer service procedures, operational data, and application changes in a public service setting. Built a foundation in requirements analysis, testing support, documentation, stakeholder communication, and structured project coordination. Reviewed service procedures and operational data, identifying workflow gaps for system users. Maintained procedure documentation and research notes that supported application change decisions. Built structured data reports and validated findings with business users before distribution. Prepared test cases with expected results, actual outcomes, and follow up issues. Organized requirements discussions with frontline staff, turning observations into improvement recommendations. Supported analysts with clear notes, practical research, and dependable project follow through. PROJECTS Utility Customer Workflow Renewal 2024 A focused improvement effort connected customer assistance, engineering, and energy efficiency workflows. Mapped handoffs, reviewed database touchpoints, documented test scenarios, and shaped release decisions around reliable service and equitable customer outcomes. Service Automation Design Library 2022 A practical automation initiative captured repeatable customer service steps, business rules, exceptions, and validation points. Clear documentation gave analysts and developers a shared starting point for future robotic process automation work. LEADERSHIP & AWARDS Supervisor Recognition, Evergreen Utility Technology Group, 2025. Recognized for steady analyst guidance and dependable customer system delivery. Customer Service Systems Award, Cascade Customer Solutions, 2022. Honored for clear testing evidence and thoughtful workflow improvements. Leadership, Functional Analyst Coaching Program, 2024. Created working sessions that helped analysts share delivery practices and resolve difficult system questions. EDUCATION Bachelor's Degree in Business Information Systems Western Washington University GPA: 3.5 2016 Bellingham, WA Coursework: Systems analysis, database management, business process design, project management CERTIFICATIONS Certified ScrumMaster 2022 ITIL Foundation 2023 TECHNICAL SKILLS Database Technologies: SQL, Relational Databases, Database Structures Customer Systems: CRM, Customer Assistance Systems, Customer Service Applications Delivery Practices: SDLC, Agile Delivery, Release Management Testing Tools: Functional Testing, Regression Testing, User Acceptance Testing Automation Methods: Robotic Process Automation, Process Rules, Validation Checkpoints Requirements Analysis: Business Requirements, Acceptance Criteria, Process Mapping Workflow Design: Workflow Diagrams, Service Workflows, System Configuration Project Planning: Annual Work Planning, Small Project Delivery, Dependency Tracking Vendor Management: Contractual Commitments, Vendor Coordination, External Partners Stakeholder Tools: Technical Communication, Business Workshops, Training Materials Utility Applications: Energy Efficiency Systems, Engineering Workflows, Utility Assistance Programs SKILLS Team Supervision Customer Technology Enterprise Applications Utility Systems Business Requirements System Design SDLC System Testing SQL Database Structures CRM Robotic Process Automation Vendor Management Project Planning Stakeholder Communication PROFESSIONAL AFFILIATIONS Utility technology and customer service systems professional community member, focused on reliable public service delivery. Scrum practitioner community participant, sharing practical approaches for planning, testing, and incremental delivery. LANGUAGES English (Native) Spanish (Intermediate) ADDITIONAL INFORMATION Work Status : Authorized to work in United States. No sponsorship required. ADDITIONAL INFORMATION Work Status : Authorized to work in United States. No sponsorship required. REFERENCES AVAILABLE ON REQUEST