Ashanti McKinney has over 11 years of experience in business analysis, project management, quality assurance, and customer service roles. She has a proven track record of successfully leading requirements gathering, managing projects, and ensuring quality delivery across various industries including energy, retail, and telecommunications. Some of her accomplishments include leading the launch of a new marketing campaign that increased enrollment and introducing customer incentives through gift cards. She is skilled in requirements documentation, communication, and balancing stakeholder needs with technical limitations and schedules. Currently she works as an Online Marketing Business Analyst at Reliant, an energy company, where she manages requirements gathering and user testing for web and online projects.

1. Ashanti McKinney
Houston, TX, 77459 ♦ 832-859-4145 ♦ McKinney.A.S.T@gmail.com
BUSINESS ANALYST – ONLINE MARKETING
Business Analysis / Project Management / E-Commerce / Mobile Web / Content Management /
Retail Management / Process Improvement / Quality Assurance / Change Integration / SAP
Wide ranging portfolio ofbusiness analysis and projectmanagement experience in web development, e-commerce,
information technology, retail,content management and qualityassurance, where personal contributions have led to
key enhancements in products and an increase in revenue. These skills can be applied to all forms of innovative
organizations and can immediately be contributed by:
 Delivering high quality results that make a difference
 Frequently communicating issues to stakeholders and assessing potential risks to projects
 Contributing to deadlines and milestones, while also recognizing the success of team
accomplishments
 Building synergies across cross functional projects
11 years of industryexperience. Proven ability to execute and build relationships in all areas ofbusiness.Energetic,
solution-oriented,innovative,strong change agent,mentor and an enthusiastic student.Excellentcommunicator able
to express ideas clearly.Promote trust through absolute integrity.
SELECTED ACCOMPLISHMENTS
Served as the lead Business Analyst for NRG’s successful Predictable 12 flagship summer campaign.
increase. Led requirements process for a new innovative campaign and productlaunch thatwas unique to Reliant’s
existing productsuite. Directly collaborated with multiple business owners and stakeholders across functional teams
to successfullymeetthe demand of a highlyaggressive timeline.
Led the business analysis process for the creation and launch of the Reliant gift card initiative which led to
increasedenrollments and introduced customer incentives. Delivered and maintained appropriate
documentation,including use cases,process flows,activity diagrams,and screen mockups.Documented as-is and
to-be states with users and stakeholders. The success ofthis projectled to the creation of Reliant’s currentreferral
program.
Contributed to the creation of the Reliant Residential Referral Program as the Senior Business Analyst.
Created and communicated the requirements to visual,functional,and technical designers; ensuring a clear and
complete understanding ofthe requirements via design/technical reviews to ensure the requirements were met.
Responsible for the translation ofrequirements to testfuture state conditions and expected results.
Managed the requirements gathering process of the Disconnection Notification Fee Project
Led requirements gathering,planning,and execution of User Acceptance Testing.Partnered with multiple enterprise
teams that resolved issues and drove consensus,balanced desired requirements and technical limitations with
schedule demands.Served as the business and Information Technologyliaison..
CAREER HISTORY
Reliant, an NRG company - A Fortune 250 energy company that delivers cleaner and smarter energy choices,
while building the nation’s largest and most diverse competitive power portfolio.
Online Marketing Business Analyst III (08/2013- Present)
Managed requirements gathering,planning,and execution of User Acceptance Testing for
Web/Online focused projects.Partner with multiple enterprise teams thatresolve issues and drive
consensus,balanced desired requirements and technical limitations with schedule demands.

2. Work with the Project Manager to establish and meetdeadlines,identifyand resolve issues
during projects and facilitate smooth projectdeployments.
Change Integration Business Analyst II (04/2010- 08/2013)
Led requirements gathering, planning,and execution of User Acceptance Testing for Call Center
focused projects. Managed the translation of requirements to test conditions and expected
results.Responsible for assessing and coordinating solutions thatimpacted multiple projects and
efforts.
Quality Assurance Analyst (09/2008 – 04/2010)
Managed Monitoring and Auditing multiple Agent contracts to ensure quality customer service
and compliance with Call Center processes and Procedures. Provided feedback and trend data
reports to agents, Training, Process Improvement Team, and Management.
Rotational Quality Assurance Representative (05/2006 - 09/2008)
Managed disputes according to established the dispute process. Maintained content expert
knowledge of business rules, company policies, procedures and systems. Attended assigned
team meetings to aide in the development of agents, conveyed constructive criticism and or
corrective action as well as positive feedback in verbal and written communication.
First Call Resolution (01/2005- 5/2006)
Managed acquisition and retention escalated opportunities on the supervisor line. Identified
training gaps through calibration sessions, daily reviews of calls taken and placed with outgoing
verbal and written communication.Participated in special projects thatallowed me access to work
with multiple lines of businesses.
Customer Care Representative- contractor (05/2004-01/2005)
Serviced inbound and outbound calling customers’ needs according to the individual’s inquiries and
service requested.Facilitated meetings and conducted informative presentations weekly.
ChaseCom LLC – Customer Service
Manager of Sales Administrators (06/2002-07/2003)
Managed a team that worked as a liaison between ChaseCom LLC and SBC. My team
prescreened,processed,and provisioned service requestorders.I was responsible for tracking and
reporting commissions for my team and all Account Inbound Service Account Managers.
Footlocker Incorporated - Retail
Assistant Manager (05/1995-04/1998)
Responsibilities included hiring,training,and scheduling and managing a staffof forty-two
employees in several locations. I was also responsible for managing dailycustomer,payroll and
sales transactions.Exceeded targeted sales quota on a consistent basis
CAREER HISTORY
University of Texas at San Antonio
Attended and focused on core curriculum towards a Bachelor of Business Administration
Klein Forest High School - Houston, TX
Graduated top 10%