SUMMARY:

Career - driven professional with proven results in Professional Services, Project Management, Application Development, Informational Management and Technical Specification Documentation. Twenty-two years progressive and diversified experience in systems, operations, and professional services, billing and best practices.

STRENGTHS:

• Leadership and Supervisory Skills Ability to Adjust to Rapid Change
• Strong Interpersonal Skills Thrives in fast - paced environment
• Strong Requirements Gathering/Documentation Skills Team Building

TECHNICAL SKILLS:

Systems/Technical Experience: SQL Navigator, Peoplesoft, Crystal Reporting, Visio, Microsoft Project, Windows 2011, MS Office Suite, FTP, Hotline, CMI/FMX, Legacy and Standard data bases

EMPLOYMENT:

Confidential

Senior Business/Systems Analyst

Responsibilities:

• Defined and documented business requirements/user stories throughout the application development lifecycle, including development in an Agile environment
• Reviewed deliverables with Product Owner, Business Architect and other business team members to ensure clarification and agreement
• Assisted in development of UAT plans and scenarios, performed test plan reviews, answering questions and discussing outstanding bugs with QA and Development teams
• Run data analysis to evaluate application usage trends to identify improvement opportunities, including participant logins, page hits, web statistics, participant application counts, etc.
• Serve as subject matter expert on Portal web application and related internal configuration tools, evaluating business requirements against existing functionality to determine where synergies exist and/or ensure understanding of downstream impacts
• Assisted management with development of plan sponsor and participant collateral, internal communications & curriculum
• Created materials and provided hands-on to internal client associates

Confidential

Senior Business Analyst

Responsibilities:

• Gathered, documented, developed and presented Business and Functional Requirements to project team and project stakeholders
• Determined client and organizational needs, systems and operations requirements, customer rollout requirements, legal/compliance requirements
• Provided support to the Program Director and project manager throughout all phases of the project lifecycle
• Utilize project planning tools to ensure timely completion of project tasks and deliverables with a high degree of quality. Prioritize tasks appropriately; communicate issues to Program Director, project manager and project team
• Provided product subject matter expertise to key business partners in defining new processes and clarifying significance of new technology solutions.
• Programmed, developed and implemented automated e-mail notifications, ensuring properly executed data extraction
• Developed and executed test roll-out plans ensuring business needs were met
• Assisted management with development of plan sponsor and participant collateral, internal communications & curriculum
• Created materials and provided hands-on to internal client associates
• Created, distributed and communicated Weekly Quad (Dashboard) Project Status to Senior Management

Confidential, Massachusetts

Senior Implementation Consultant

Responsibilities:

• Gathered and documented Business Requirements
• Provided support to the project manager throughout all phases of the project lifecycle
• Supported the test team and created test plans to ensure business needs were met
• Created System Specifications documents for system developers
• Provided Customer Financial spreadsheets for reporting purposes
• Created specifications for Web applications as well as IVR applications
• Implemented New Business Acquisitions
• Provided management with cost estimates for new business implementations and acquisitions
• Excellent interpersonal skills to work with clients in a fast paced and intense business environment
• Managed implementations involving multiple health, dental and life plans
• Created data flows charts and business timelines
• Provided third party Health & Welfare vendors demographic output files for both employees and dependent(s)
• System Business Analysis experience associated with major project implementations for applications with multiple interfaces
• Knowledge of MS Office tools, including Visio diagramming

Systems Consultant

Confidential

Responsibilities:

• Supervised 10 administration and customer service representatives - created and provided employee reviews
• Worked directly with Customers and Vendors regarding business requirements and business related inquiries
• Provided product subject matter expertise to support development of clients
• Created and provided customer monthly financial statements for 25 client locations

Confidential, Framingham, Massachusetts

Senior Business Analyst

Responsibilities:

• Created and distributed best practice business requirements
• Tested and compiled data information for new system conversion
• Ran audit reports
• Direct reporting to Senior Management
• Researched and resolved $500,000 in suspense accounts
• Assisted claims department in data errors resulting in 6000 manual corrections
• Oversaw billing, retention, cancellation, collection, revisions and renewals
• Developed workflows and quality review process
• Supervised 14 technical representatives
• Developed billing schedules and organizational charts
• Assisted management in budget creation
• Integrated best practices

Technical Retention Specialist

Confidential

Responsibilities:

• Process revisions, bills, renewals and cancellations
• Revised quality review process for billing
• Quality reviewed 30,500 bills per month
• Corrected rating errors

Workflow Coordinator

Confidential

Responsibilities:

• Direct report to supervisor and management
• Reviewed and changed productivity and quality measurements
• Customer Service calls, ensuring customer satisfaction
• Supported 20 customer service representatives
• Developed reports for productivity and turnaround time
• Process adds, changes and deletions, revisions and correspondence
• Ran billing process
• Worked directly with claims department resolving customer inquiries