Business Analyst Resume Profile

Business Analyst

Resourceful, productive individual with a record of consistently producing excellent results while effectively interacting with diversified clients. Strong problem solving and organizational skills. Persuasive communicator with outstanding abilities as a planner, organizer, and implementer. Able to deliver results on diverse, self-directed projects within deadlines.

EXPERIENCE SUMMARY

Employer	From	To	Designation
Care Management Technologies	8/2009	Present	Project Manager/Business Analyst
Confidential	1998	8/2009	Business Analyst
Confidential	1997	1998	Call Center Manager
Confidential	1995	1997	Call Center Development Supervisor
Confidential	1994	1995	Call Center Developer

PROFESSIONAL EXPERIENCE

Designation: Project Manager/Business Analyst 08/2009 Present

Manage the release of system modifications.

Prioritize product change requests with stakeholders
Create business requirements
Assign Gemini tickets to developers
Coordinate monthly production releases

Designation: Business Analyst

Subject matter expert knowledge in claims processing, MMIS system files, and Medicaid programs. Develop and execute Unit Acceptance Testing UAT ensuring the program will be implemented according to the business requirement specifications. Completed cross verification of information for compliance within documentations, manuals, training materials, and systems. Demonstrated ability to perform research independently using appropriate Systems Life Cycle documentation. Conduct annual project reviews, creating and setting measurable attainable goals tailored for each individual project to ensure it stays within operational budget and project timeline.

Recent Projects

Money Follows the Person/BA

Facilitated business requirements gathering sessions
CMS requirements, NC State policy, and the MMIS system had to be considered
Documented project scope and business requirements utilizing System Life Cycle methodology
Defined UAT scenarios
Created and executed UAT files and claims
Created test eligibility and reference procedure code master, audit, benefit package files
Claims were created utilizing NCECSWeb electronic claims and lifeworks paper claims .
Identified and documented additional change requirements
Documented UAT results
Conducted UAT walkthrough

NPI/Lead Testing BA

Defined testing strategy with the customer
Developed test plan
Managed analyst team
Documented test results
Documented additional change requirements
Identified and documented testing issues
Assisted in the creation, execution, and review of the test files and claims
Facilitated UAT walkthrough

Designation: Call Center Manager

Managed approximately 60 sales representatives and 5 supervisors
Analyzed automatic dialer in comparison to sales statistics to determine best sales strategies within each call zones.
Conducted daily conference calls with the customer to review sales quotas and objectives.
Gathered documentation and worked with employee relations regarding representing EDS during unemployment hearings.
Created sales strategies, incentive programs and training course work to improve overall call center sales
Monitored sales representatives to ensure quality and integrity.
Conducted performance evaluations and Performance Improvement Plans.
Prepared Individual Development Plans to establish career path and assisted employees with achieving their goals.

Designation: Call Center Development Supervisor

Maintained accurate team member records, including audit results, attendance, and adherence to company policy.
Actively participated in the acquisition of new team members through the hiring process, adherence to policies and procedures, and created motivational strategies to drive quality performance.
Reviewed and monitored activity, prepared production reports, forecasts and projections, and performance measurement reports.
Compiled sales graphs, strengths and improvement objectives for each representative prior to moving to experienced sales team.

Designation: Call Center Developer/Trainer

Managed the delivery of personnel orientation, training/education and counseling, evaluated subordinates, ensuring training programs provided the competencies necessary to provide superior services.
Updated and maintained Instructor evaluations and established training programs that ensured consistency of instructor techniques within the division.
Provided advice and assistance to senior managers, supervisors, and their subordinates on matters pertaining to policies and procedures, performance standards and training techniques.

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