Business Analyst Resume Profile, IA - Hire IT People

SUMMARY OF QUALIFICATIONS

Experience planning and implementing projects that impact a large and varied audience
Skilled at writing business requirement documents used to initiate changes across multiple departments
Proven history in handling complex customer service issues
Familiar with creating and presenting training materials that support new workflows and procedures
Sound knowledge of Annuity and Insurance Industry

EXPERIENCE

Confidential

Business Analyst

Project Planning: Creates conceptual and functional designs for new and enhanced systems. Coordinates user review and approval at all stages of development. Supports implementation of deliverables and conversion migration plans
System Maintenance: Maintains system tables supporting rates, specifications and benefits as well as supports basic system functionality
Business Development: Identifies opportunities to utilize existing, enhanced or new business methods to streamline work processes.

Confidential

Business Analyst

Project Planning: Analyze proposed enhancements to insurance based systems, evaluate and report each project's need and potential ROI, develop and document a plan that will initiate the change, work closely with IT to ensure accuracy, and verify project completion.
Training Facilitation: Determine needs analysis and coordinate training for all users who are impacted by each project. Communicate all aspects of the initiative to a challenging audience that is scattered across multiple geographic locations.
Problem Resolution: Evaluate any system errors reported in connection with an enhancement. Establish corrective measures and ensure resolution is reached. Communicate the scope of the correction to all impacted.

Annuity Team Leader

Associate Management: Worked with Manager to oversee team of associates who processed financial transactions for annuity clients. Provided job coaching and system training as needed. Acted as a constant resource to associates and dealt with escalated issues. Assisted manager in associate evaluation and annual review process.
Task Assignment: Carefully monitored associate progress and incoming requests. Assigned and prioritized work in an effort to increase production without hindering quality.

Field Support Consultant

Team Support: Held lead role on three-member team that specialized in the process of paying out annuities upon maturity.
Customer Focus: Provided customer service by answering in-coming customer and agent phone calls, processing both non-financial and financial transactions for the clients and handled escalated phone calls in an effort to resolve any outstanding issues.
System Resource: Played active role in maintaining the Repetitive Payment System RPS in regard to system updates and error corrections. Acted as primary resource for fellow associates and external partners.

Policy Owner Services Representative Customer Service: Assisted clients and agents via phone, email or regular mail with all manner of annuity contract service, including: information queries, contract values, withdrawals, owner changes and death claim processing, among others.

Confidential

Hourly Employee

Customer Service: Was responsible for all aspects of restaurant operation including: customer service, food preparation, cleaning and maintenance. Assisted with occasional management duties as necessary.
Assistant Manager
Associate Management: supervised employees, assisted with scheduling and coaching. Provided customer service, inventory assessment and control, and general staff management. Managed cash, and completed daily and weekly book work.

Confidential

Teller Customer Service: Assisted customers with withdrawals, deposits and other banking transactions, was trusted with substantial sums of cash, and kept accurate and timely records of all transactions. Maintained three full service and two cash only ATM units.

Confidential

Assistant Manager

Associate Management: Supervised retail store, managed staff, controlled inventory, prepared cash deposits, completed daily and weekly bookkeeping and performed facility maintenance.

COMPUTER SKILLS

Word, Excel, Lotus, Visio

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Business Analyst Resume Profile

IA

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