Business Analyst Resume Profile

Skills

Professional Experience

Confidential

Assess actual project cost and compare to forecast
Manage project issues, risks, assumptions, and program change requests in Project and Portfolio Management Center PPMC
Update and maintain project schedule in MS Project and PPMC
Generate weekly project status reports to monitor milestones, deliverables, and overall project health
Review and update project financial information in PPMC
Onboard new project resources
Create and revise MS Visio diagrams, flow charts, and organization charts for the project
Utilize SharePoint Designer and MS InfoPath to create and edit web parts, such as documents lists, announcements, and calendars for our project team SharePoint site
Manage permissions on our project team SharePoint site
Produce MS PowerPoint presentations for weekly project meetings
Format and edit the Business Requirements Document

Confidential

Assist with Technical Talent Development Program course activities and processes
Assist with onboard training for RDC employees
Develop and customize forms using InfoPath for our internal organization SharePoint site
Update training presentations in MS PowerPoint

Confidential

Perform call monitoring and provide up to 144 feedback evaluations to agents
Identify and communicate call trends to Global Service Desk GSD Leads and client
Perform one on one coaching sessions with up to 27 agents to improve quality and processes, improving agent quality average from 89 to 95
Responsible for developing process documentation for Quality Analyst and Incident Lifecycle Coordinator roles
Analyze GSD survey data daily to determine if agent coaching or process updates are needed, increasing monthly GSD client satisfaction score from 4.31 to 4.55 out of a possible 5.00

Confidential

Coach agents on correct processes and review non-conformances
Interview potential candidates for GSD
Monitor phone queues to raise average speed to answer time
Responsible for helping agents improve by 5 on their first call resolution rate
Review and approve new processes or changes to our knowledge database
Mentor new agents to help them understand processes and proper use of tools on the GSD
Manage agent scorecards in the Global Scorecard Database

Confidential

Confidential

Manage and distribute workload for enrollment files
Configure clients into the Web COBRA test environment
Test employee enrollment files in our test environment
Create charts, forms, and presentations using MS Word, PowerPoint, and Excel
Update and maintain client information in the Reimbursement Account Processing System by enrolling participants, entering contracts, and balancing deductions

Confidential

Confidential