Carol Underwood

Senior Business Analyst with years of experience in customer service, problem solving, and attention to detail. I regularly worked with different teams to understand needs, resolve issues, and ensure processes ran smoothly. I'm comfortable managing detailed information, assisting people with questions, issues and working in fast paced environments.

Sr. Business Analyst - Thryv Inc. - Dallas, TX

(2014-03 - 2025-08)

• Spearheaded development and optimization of internal operational applications, significantly improving team efficiency and productivity.
• Authored comprehensive process documentation to standardize procedures and ensure organizational knowledge retention.
• Delivered training initiatives to enhance user adoption of new systems and workflows, reducing transition time and support needs.
• Provided ongoing technical and functional support, troubleshooting system issues and identifying opportunities for performance improvement.
• Acted as primary liaison between stakeholders, developers, and offshore teams to align project goals and deliverables.
• Led requirements elicitation for business reporting enhancements, system upgrades, and new feature rollouts.
• Supported UAT processes, production troubleshooting, and database-level issue resolution including direct table updates and data validation.

Leasing Agent - Milestone Management - Dallas/Fort Worth, TX

(2013-07 - 2014-03)

• Conducted property tours for prospective tenants, clearly communicating property benefits and lease terms.
• Negotiated leases to maximize occupancy while ensuring tenant compliance with policies and qualifications.
• Performed background checks and verified application details to maintain tenant quality standards.
• Maintained organized tenant records and leasing documentation.
• Acted as liaison between tenants and property management to resolve issues efficiently and maintain high satisfaction.