Business Analyst Resume

SUMMARY:

Leverages 15+ years of operations excellence to drive revenue growth, propel customer relations, and complete all phases of project lifecycle management. Applies in - depth understanding of Agile methodology, Scrum framework, Waterfall and Lean Six Sigma principles to promote efficiency gains. Dynamic and dedicated leader adept at managing multiple cross-functional teams, developing optimized workflows, develops and trains team members, and promotes productivity aligned with performance metrics and business objectives.

PROFESSIONAL EXPERIENCE:

Confidential

Business Analyst

Document business requirements for product projects.
Conducted requirements gathering sessions.
Developed current state and future state process maps.
Manage solutions and communicate feasibility and effort analysis.
Working relationship with managers and staff, IT as well with external partners and vendors across a number of geographies (US, UK, India) in order to deliver projects.
Conducted user acceptance testing (UAT) with the business and IT.
Knowledge of proprietary policy administration system to ensure due diligence of system changes.
Worked with the Service Team who supported underwriters with pre-underwriting activities.

Confidential

Automation Solution Analyst / Project Manager

Identified, analyzed, prioritized, and executed automation solutions using OpenSpan/Pega.
Defined opportunities by evaluating processes, conducting assessments, data analysis and documenting business requirements, user stories and reviewing functional requirements.
Developed current state and future state process maps for automation or robotics.
Coordinated automation presentations with management.
Performed planning, scheduling, arranged meetings, managed risk, and distributed status reports.
Interfaced with senior management and stakeholder groups. Developed agendas and communicated meeting minutes with the project team.
Oversaw user acceptance testing (UAT), documentation, product development, product launch, and authorization.
Trained and coached team members on post-implementation support.
Traveled to sites for engagement and built relationships with business lines/clients.
Acted as a liaison between client and the technical team.
Harnessed a combination of onshore and offshore operations to develop process improvements and migrated processes.

Confidential

Operations Manager

Managed the day-to day operations of numerous insurance claims support departments in a fast-paced environment that includes P&C Research, Check Receipts - Payment Processing, JOTI Research, Quality Control, Document Processing, Scanning, and Accident & Health Research (2 team leads and 26 employees).
Implemented operations improvements within the Kofax/iClaims and Fortis environments.
Ensured customer satisfaction while evaluating and addressing escalated issues for DMC. Conducted loss runs.
Authored policies and procedures to promote organizational best practices and performed monthly quality checks and reviews.
Hired and trained associates and provided constructive feedback and appraisals based on performance management and in alignment with business objectives.
Delivered monthly data-driven performance metrics to senior leadership.
Managed the business continuity plan positioning ASSC within compliance as well as the Scan Center archive inventory.
Managed special projects for senior management.
Conducted procurement processing in Ariba/SAP General Ledger.
Implemented a process improvement project for the legal team to work imaging correspondence to meet their daily SLAs.

CompuCredit

Operations Manager

Directed the Research and Correspondence and E-Mail Escalation departments within Customer Service Card Services Operations (3 supervisors, 4 team leads and 48 employees).
Built a high-caliber, productive team by selecting qualified candidates, training and mentoring team members on best practices, and fostering a positive workplace culture.
Rejuvenated customer service practices and incentivized quality and confidentiality in client relations.
Achieved a 100% E-Oscar bureau reporting rating by ensuring alignment with banking standards and compliance within regulations by driving customer satisfaction.
Monitored departmental budget and presented updates to the Senior Operations Manager and department VP.
Coordinated cross-sales initiatives with the call center.
Supported the Fraud and Chargeback Units on escalated correspondence.
Cross-trained with the Fraud team on dispute resolution processes.
Assisted Marketing on special projects in line with Operations.
Quarterly calls to customers to get survey results on satisfactions and improvement opportunities.

CompuCredit

Project Manager, Operations

Initiated, planned, executed, and documented numerous projects within the operations department. Monitored risks and followed DMAIC methodology to manage the high volume of individual SDLC projects.
Tracked key milestones and deliverables and reviewed proposals.
Engaged and oversaw third-party vendors as part of large-scale, technical projects.
Tracked call center metrics, performed business analytics, statistical analysis, coordinated test plans, and trained team members.
Excellent communications, verbal, written, and interpersonal skills and conveyed ideas to the project team.
Interfaced with stakeholders on project deliverables. Created agendas and communicated meeting minutes.
Critical thinking skills and implemented innovative Call Center and Collection continuous improvement projects with adherence of FCRA.
Worked with global team in India and conducted Gage R&R.

TECHNICAL SKILLS:

Microsoft Office: Word, Excel, PowerPoint, Project, Access, Visio, and Outlook | OpenSpan | Fieldglass

Select Awards: Malcolm Baldridge National Quality Award, 1992

Alpharetta Shared: Services Manager of the Month, April 2014