Terri Yuzon

Experienced customer support and operations professional with 20+ years across customer service, technology, eCommerce and business operations. Skilled at resolving customer issues, troubleshooting problems, communicating clearly with customers, documenting interactions, and following issues through resolution. Known for empathetic service, sound judgment, clear communication and the ability to quickly learn new systems and processes.

Operations Manager at DIY Frozen Yogurt (2025-05 – 2026-07)

• Managed day-to-day store operations, staff, vendor relationships and compliance for an independent retail business.
• Implemented SOPs and inventory controls to streamline operations and improve consistency.
• Used digital tools and AI to support marketing plans, research, campaigns and business decision-making, increasing sales by 80% in one year.

eCommerce Manager at Hemplily (2017-11 – 2025-01)

• Provided hands-on customer support for eCommerce customers, resolving account, website and order-related issues through resolution.
• Investigated recurring website issues, defined enhancement requirements, and conducted user acceptance testing to verify fixes and improvements.
• Managed customer relationships and issue resolution alongside eCommerce operations; trained employees and coordinated with vendors and service providers.
• Built and scaled a consumer brand to more than $1MM in sales within three years.

Business Analyst – Gas Operations Solutions at Duke Energy (2017-06 – 2017-10)

• Created and prioritized user stories in JIRA Agile for a major integration project and elicited requirements for data and report conversion.

Business Systems Analyst – Enterprise Information Services at McKesson Health Technologies (2015-01 – 2017-03)

• Gathered and documented user needs, issues and requirements for EHR software enhancements across Agile and Waterfall teams.
• Explained system changes and technical information to internal and external customers through knowledge-transfer presentations and training.
• Assisted Quality Analysts with test cases and test execution using ALM/Quality Center and partnered with Product Management to prioritize work.

Process Analyst – Vendor Management Scorecard Center of Excellence at Bank of America (2014-06 – 2014-08)

• Conducted training for 500+ Vendor Managers and created quality-assessment controls for a major scorecard-system transition.
• Tracked initiative progress and performance through Excel reports, pivot tables and charts.

Business Analyst – Digital Communications at Electric Power Research Institute (2013-10 – 2014-02)

• Served as liaison between business users and developers; investigated issues, documented requirements and SOPs, and performed regression, system-integration and user-acceptance testing.

Sr. Business Analyst / Process Improvement Lead & Requirements Lead at ALLY Financial (2010-10 – 2013-10)

• Evaluated and improved requirements/testing processes, maintained SOPs, and supported change requests and application enhancements.
• Performed business-analysis and testing activities, documented requirements and acceptance criteria, and worked with PMO, Security and Compliance teams.
• Mentored analysts, conducted quality reviews and reported project status and escalation points to management.

Sr. Business Analyst – IT Brokerage at TIAA-CREF (2010-06 – 2010-10)

• Gathered business and functional requirements, tracked development/testing progress, resolved defects in Quality Center, and created process flows and wireframes.

Workforce Management Analyst – Workforce Management & Optimization at The Nielsen Company (2009-08 – 2010-04)

• Monitored call-center studies, adjusted schedules, analyzed performance, communicated with business partners and leaders, and improved WFM policies and procedures.

Business Analyst – Global Marketing Production Support, Technology Team at Franklin Templeton Investments (2005 – 2009)

• Provided front-line customer and application support for Siebel CRM, Preview Dialer, Microsoft applications and web tools; triaged, investigated and resolved user-reported software issues.
• Owned issues through investigation and escalation, working with business users, Project Managers and Developers to reproduce problems, coordinate bug fixes and communicate progress.
• Used JIRA to document customer issues, findings, requirements and solutions and track progress through resolution across the software development lifecycle.
• Developed test scripts and performed functional and user-acceptance testing to verify software fixes and enhancements before release.
• Created clear user procedures, troubleshooting documentation and process flows and trained users via web, one-on-one and classroom settings.

Workforce Manager / Workforce Analyst / Sr. Sales Associate at Franklin Templeton Investments (1998 – 2005)

• Progressed through customer service and workforce-management roles supporting a multi-site inbound sales call center; managed scheduling, forecasting, real-time monitoring, call routing, reporting and issue resolution.
• Collaborated with telecom and IT teams to support Avaya ACD, Blue Pumpkin and CentreVu CMS applications.

Bachelor of Science in Meteorology; Minor in Mathematics; Certificate in TV & Radio Broadcasting – Florida State University