SUMMARY:

Experienced in business process engineering and software development life cycle, including requirements gathering, analysis, storyboard design, testing, BRD and FRD creation, and implementation of software/web applications.

PROFESSIONAL EXPERIENCE:

Confidential, Kansas City, MO

Senior Product Owner

Responsibilities:

• Product owner for call management solutions.
• Manage JIRA Backlog
• Gather and document requirements for various business units with regards to call data to be captured.
• Work with Team Management to develop and document new or existing processes.
• Work with cross - functional teams to develop solutions to existing pain points.
• Writing user stories and working with the development teams to groom and estimate the projects.
• Conduct Sprint Planning sessions with Scrum Master and BA’s to determine best course of action and goals for the Sprint(s).

Confidential, Kansas City, MO

Business Analyst

Responsibilities:

• Contracted for revamping call management solutions for internal call center programs.
• And HRB Emerald Card financial product within Agile environment.
• Create workflows of various call paths, before and after routing changes using Visio.
• Gather and document requirements for various business units with regards to call data to be captured.
• Create workflows for business processes that will need call data captured from system transitions.
• Conduct analysis on business requirements towards call center processes, both In Person and IVR.
• Provide requirements for migrating call platforms to cloud infrastructure using Azure Devops as primary SaaS platform.

Confidential, Ft. Lauderdale, FL

Business Operations Analyst

Responsibilities:

• Gather business requirements for Confidential Customer Relationship Management Tools for Providers and Members.
• Assist with implementing enhanced reporting implementation through InContact for more enhanced Call Center Reporting and KPI Tracking and Workforce Management initiatives.
• Created IVR Call Flows related to updating Provider Management CRM Tool within Confidential .
• Created documentation to convert onsite call center staff to virtual environment necessitated by COVID-19 Virtual Office and updated Training Documentation to outline and explain new Ticket Submission procedures.
• Create and Maintain Call Center Workflow diagrams for Executive Management groups and Training Team Leadership using Visio and Microsoft Word.
• Serve as escalation manager for critical issues relating to assigned business units.
• Designing IT Ticket Submission processes to better utilize existing infrastructure and involve Team Lead and Supervisors more in the trouble ticketing process.
• Create documentation on workflows, processes, and procedures within the Confidential Call Centers and for individual Business Units.
• Developed standardization procedures and processes for more consistent deployments/implementation.
• Create user stories and User Acceptance Criteria for projects.
• Provide advisement on reporting and data retrieval to assigned business units and work with Business Intelligence Analysts to deliver these to internal stakeholders.

Confidential, Ft. Lauderdale, FL

Business Analyst

Responsibilities:

• Gather business requirements for Confidential enhancement requests and bug reports.
• Work with Call Center Directors to better manage InContact Data and Queue Management to Confidential ’s CRM Capabilities and Uptime Reporting for KPI’s.
• Managed project to overhaul Confidential Workforce Management tool and oversee implementation.
• Created all IVR Call Workflow documentation related to Member Services for use in training and for RFP and Contract Renewal Submission using Visio.
• Created implementation protocols and procedures for New Contract onboard for Call Center Dashboards/Business Intelligence Reporting.
• Implemented data review procedures to accurately report and understand Call Center State-level KPI’s for the contracts managed by MCNA.
• Serve as escalation manager for critical issues relating to assigned business units.
• Conduct analysis on business requirements towards Identity and Access Management (idAM).
• Designed and implemented the first company-wide User Access Auditing initiative to better coordinate HR Role functions with Confidential access.
• Create documentation on workflows, processes, and procedures within the IT Client Services Department and for Business Units.
• Developed standardization procedures and processes for more secure role implementation.
• Work with development teams to develop Agile processes and procedures.
• Create user stories and storyboards and review with Stakeholders.
• Provide advisement on reporting and data retrieval to assigned business units and work with Reporting Analysts to deliver these to internal and external stakeholders.

Confidential, Orlando, FL

Business Analyst

Responsibilities:

• Gather business requirements for VA Enrollment System and VistA.
• Create Wireframes and Storyboards.
• Work with SQA teams to develop Agile testing procedures.
• Create guidelines and advised on best practices to transition from Waterfall/Iterative to Agile development.
• Conduct analysis on business requirements towards Identity and Access Management (idAM)

Confidential, Omaha, NE

Business Analyst/QA Analyst

Responsibilities:

• Gather business requirements for Confidential . (Release 1.0.)
• Conduct Quality Assurance Testing, User Acceptance Testing and End to End testing.
• Create user stories and review with Stakeholders.
• Conduct analysis on business initiatives towards Identity and Access Management (idAM)
• Work entirely with remote team in a virtual environment using Agile methodology

Confidential, Kansas City, MO

Principle Application Analyst

Responsibilities:

• Gather business requirements for FundTrader application suite.
• Conduct Quality Assurance Testing and User Acceptance Testing.
• Analyzed User Interface and advised improvements to business owners and stakeholders.
• Design and document functional criteria/test cases and share these with business owners and management team.
• Provide analysis and recommendations to Vice President and Director - level stakeholders.
• Coordinate development with development teams overseas and locally involving idAM

Confidential, Overland Park, KS

Business Analyst

Responsibilities:

• Gather business requirements for Federal Reserve Bank of Kansas City customer service applications.
• Conduct Quality Assurance Testing and coordinated User Acceptance Testing.
• Develop process improvement strategies to better align multiple application Business Analysis practices.
• Conduct Business Case analysis of new projects designed to streamline FRBKC Web Customer Service and Satisfaction.
• Agile and Waterfall Environments.