SENIOR BUSINESS/PROCESS ANALYST BPI CONSULTANT

Qualifications Summary

• Proven project leadership skills coupled with 15 years experience in business process improvement BPI , business/systems analysis, utilizing various software development life cycle SDLC methodologies including Waterfall and Agile.
• Currently working on Lean Six Sigma Black Belt Certification target: March, 2014

Objective

My passion lies in working with businesses t strategically plan, develop and fulfill business process improvement goals and objectives. In other words, turn blue sky int reality. Get down t what's 'broken' and fix it. Streamline inefficiencies

Skills Summary

Proficient in MS Office suite with concentration on Word, Excel, Visio, PowerPoint, SharePoint Outlook, Lean Six-Sigma methodology, Business Process Improvement/Re-engineering, Process Mapping current future states , Instructional Design, Project Development Lifecycle SDLC: Feasibility/Concept, Detailed Business Requirements including GUI mock-ups, Functional Specifications, Project Lead/Mgmt experience. Team mentor.

Professional Experience

Confidential

Manager, Consultant

• Manage team of instructional designers, trainers and Business Analysts. Oversee devlopment of training and business operations support processes, and manage project-related activities in support of Therm Fisher Scientific's new eBusiness / eCommerce global website program.
• Instructional Design Team-
• Design and develop eBusiness program templates: SOPs, Training PPTs, Facilitator Participant Guides, Job Aids
• Design and develop training delivery vehicles: Instructor-Led Toolkit, Self-Study Toolkit, Webinars
• Assign and manage 7 Instructional Designers on development of training materials and training delivery best practices for business processes supporting:
• Website Support Help Desk operations including:
• Lead Management operations sales/service lead requests generated from website and backoffice support
• Website Content Management operations CQ5 and hybris Content Product Authoring
• Finance operations including SAP functions and related business processes - AP, AR, GL, Tax
• Customer Service operations including SAP functions and related processes

Business Analysis Team

• Manage Business Analyst on development of process flows, business requirements and process specfications for eBusiness operations:
• Global Trade Compliance
• Issue Event Tracking for Customer Service using Service Catalog
• Support eBusiness Project Management, PM and Program Leadership on:
• Ensuring project deliverables are on-time and on-budget
• Adherance t and report-outs on project track schedule activities
• Collaboration on weekly track team status checkpoint meetings and log updates
• Co-Manage ongoing project deliverable dependencies

Confidential

Lead BPI Business Analyst

• Lead analyst representing the Help Desk and Customer Service call center business operations defining business process improvements applying Lean concepts t devlop a cross-functional, multi-track call center suport model for Therm Fisher's new eBusiness/eCommerce program.
• Worked with core Customer Service call center team of SMEs representing three of Therm Fisher's key customer service operations t develop future state thermoscientific.com customer care support centers:
• One model for website support covering both internal and external customers.
• The second model for eCommerce online shopping activity support for both internal and external customers. This model involved cross-track participation and syncronization with Finance A/P, A/R and G/L operation being developed t support the new website/legal entity.
• Both models involved team development of
• Call center roles, responsibilities RACI and setup recommendations including customer contact/interaction standards
• Future state inbound customer contact flows and detailed supporting sub-process maps by functional activity i.e.
• Product pricing questions
• Reset password requests
• Customer profile setup maintenance
• Order process-related questions issues enter, change and cancel orders
• Billing inquiries
• Lost or past-due orders overall delivery status inquiries
• Returns handling manual credit processing
• Detailed process and functional documentation for each future-state mapped functional area
• Call center training recommendations and curriculums including continuing ed comm plan
• Reporting metrics
• Quality measurements
• Service Level Agreeements SLAs
• Key Performance Indicators KPIs
• Ad-hoc reporting requirements minimum
• Customer Satisfaction metrics and review procedures ensuring Customer Satisfaction
• Business Continuity Plan

Confidential

Lead Business Systems Analyst

• Lead Business Systems Analyst for a large-scale, enterprise-wide program t transform the current state end-to-end business processes and systems t a targeted future-state model. Program deliverables cover business functional areas ranging from customer need assessment, new business submission processing, underwriting and payment processing through policy issuance and delivery. Primary activities include:
• Participate in cross-team meetings t assist in developing detailed release strategy alternatives t present t the project stakeholders and sponsors.
• Facilitate Business Process Improvement BPI process mapping sessions involving project subject-matter-experts SMEs , BSAs and technical team members applying Lean Six Sigma methodology t generate current and future state process maps by business functional area.
• Participate in BPI process mapping sessions as Lead BSA. Promote cohesion and work closely with the other program tracks: Information Content Mgt, Customer Data Interchange CDI , eService/Web Agent Portal and Relationship Producer Management t deliver an efficient, streamlined enterprise-wide solution in support of the target end-to-end future state model.
• Direct SSP team analysts t document features by business function in line with desired future state t include inputs outputs integration points , forms, records and data. Feature Function lists will serve as starting point for detailed business requirements for next phase of the project.
• Collaborate with software vendor t perform gap analysis between future state and vendor's out-of-box software solution. Subsequently conduct elaboration sessions t generate detailed requirements.
• Contribute t regularly scheduled program sponsor statuses, bi-weekly Core Team roundtables and executive management updates.

Confidential

Project Manager, Contractor

• Led feasibility study on integrating Liberty's Life sales process with Aut Property P C including:
• Outlined overall program objective t include near-term tactical solutions as well as strategic future state recommendations.
• Collected, organized and presented primary needs based on Voice-of-the-Customer VOC input.
• Developed multiline sales process solution approach t meet or exceed VOE and management expectations.
• Prepared Cost Benefit Analysis CBA on recommended solution.
• Ran weekly Working Team and bi-monthly Core Team status meetings. Goal:
• Develop and manage project schedule, associated resources, tasks, deliverables and timeline.
• Prepared and presented monthly t executives from Personal Markets Sales Marketing/Distribution, Internet, PMO, IT, Strategic Projects Life Company. Goal: Present on tactical and strategic recommendations coming out of feasibility work t align with PM P C 5-year roadmap , including interchange with CDI and Master Data Management MDM groups promoting 360-degree customer data view.
• Supported increased field external wholesaling presence. Designed and implemented metrics t measure success.
• Increased Life product offer rate in field sales. Designed and implemented metrics t measure success.
• Worked with appropriate teams t design and deliver sales-related enhancements t systems used by the reps, i.e. CustomersFirst aut property quote/application and Campaign Management.
• Optimized sales lead generation tools and techniques. Managed training and adoption by wholesaling force.

Confidential

Project Lead, Contractor

• Project Lead for the Life Company's Payment Card Industry PCI and Non-Public Personal Information NPPI project.
• Compiled a comprehensive systems and high-level process inventory for entire Life Company.
• Developed a 'Restricted Data Exposure Matrix' that aided business and systems teams in identifying restricted data elements within their processes and systems.
• Identified systems and processes within the inventory that contain and use restricted data per the RD Matrix.
• Developed overarching guidelines for treatment of restricted data t be used by all levels for application t business processes and systems within upcoming, budgeted projects.
• Developed and documented procedures for ongoing monitoring of systems and processes post implementation of RD treatment solutions.
• Prepared business requirements for Life's redesigned policyholder statement bill . The redesign was a collaborative initiative driven by PM and its bill redesign for the P C lines.
• Acted in a project leadership role on an initiative t move certain internal operations t a qualified third party vendor. The operations in scope were 1 Life Operations application kit fulfillment and distribution t bank and independent sales agents, 2 Policyholder Services contract issuance and 3 Marketing and sales promotional materials distribution. Key deliverables:
• Detailed business/vendor requirements tactical and strategic
• Third party RFP
• Cost benefit analysis CBA
• Completed analysis and Opportunity Evaluation on business process improvement recommendations in handling of sales compensation.
• Developed detailed CBA for the company's Straight-Through Processing strategic initiative, which became groundwork re-purposed for Liberty Life Co.'s 'LifeWorks' initiative see 11/10-12/11 entry. The detailed analysis work done for this cost benefit analysis focused primarily on:
• New Business Processing Underwriting processes for Life Annuities
• Policyholder Services call center/support desk handling and support of new business and in-force policies
• Performed an in-depth business process analysis breakdown and CBA for the Policyholder Services' call center on current-state billing process and associated inbound bill-related customer call processing and handling, which resulted in targeted suggestions for cost efficiencies and measurable business process improvements.

Confidential

Project Lead, Full-Time Employee

• Project Lead for the company's sales quoting or Selling Workbench 'SWB' systems web and desktop .
• Managed rollout of 14 new Life products in SWB tools in less than 12 months. This was a coordinated effort across working teams involving all aspects of the Life Company: field sales, home office distribution, and new-business processing and policy administration.
• Worked in conjunction with IT on maintaining an automated test script library for the quoting systems web/desktop. Creation of these scripts significantly reduced manual resource testing time.
• Worked in conjunction with Level 1 User Support Center t establish system help desk scriptselHe. Introduction of these scripts cut calls t the home office by 80 .
• Primary contact and manager of third party software vendor 'Fiserv' of SWB tools.
• Managed business stakeholder and user expectations acting as key liaison.
• Active participation in all software release projects with business and systems teams.
• Managed all change requests through structured change management process.
• Coordinated and managed all project-related meetings.

Confidential

BSA/Project Lead, Contractor > Full-Time Employee

• Developed business requirements, functional specs and design for web-based workflow system for aut and property sales-related activities 'Activity Inbox.'
• Project Lead for front-end team of the Personal Markets CustomersFirst Aut CFA and Property CFP web-based systems projects:
• Played major role in rollout of web-based aut and property selling workbench tools CFA and CFP.
• Worked with web design team on initial CFA prototype, which was taken t the field for VOC feedback by user focus groups. End result became CFA production interface and boilerplate for CFP.
• Prioritized and assigned tasks t front and back-end teams.
• Managed/co-managed sub-projects for ongoing system compliance changes, defect fixes and enhancements.
• Performed remote and on-site support for state and office rollouts of CFA.
• Co-managed the Level 2 Help Desk.
• Chaired post-rollout pilot conference calls with business stakeholders/system users.
• Liaised with CF's front-end manager on task prioritization, senior-management presentations, project status updates, etc.
• Prepared status reports and presentations for senior management and staff. Presented at regularly scheduled meetings.
• Co-designed and subsequently maintained the CustomersFirst team web site, 'CF Central', which was a source for resources such as team assignments, deployment and training schedules, links t project materials, and help desk call-processing best practices.
• Developed functional specs and use cases for CFA.
• Managed and mentored four business analysts.

Confidential

BSA/Project Lead/AVP, Contractor > Full-Time Employee

• Developed and/or managed business requirements, functional specs, technical specs, data analysis implementation rollout planning and test plan deliverables for the following projects:
• Internal intranet client/server desktop system for maintaining client contract and product information.
• Issues Log portion of a Relationship Management tool ICSW using LotusNotes. The Issues Log was the primary communication and tracking device for tracking, troubleshooting and resolving client-related issues.
• Inbound daily trade feed from one of the IBU's key Official Record Keepers in Dublin, Ireland.
• Investment Data Mart t house account/client information for reporting and relationship management supporting tw major business units. Data included portfolio, investment/characteristic, demographic, performance and accounting/appraisal data.
• Client reporting, which used an Actuate reporting tool on top of a web-based workflow application.
• Web-based Performance Report involving handling/scheduling of multi-day inbound data feeds. Feeds included equity, multi-asset and fixed income performance data.
• Prepared status reports and presentations for senior management. Presented at monthly and quarterly meetings.
• Led and/or participated in project status-related meetings with IT and business stakeholders on a regular basis.
• Managed staff of four business analysts as well as oversaw IT developer deliverables on the team.

Confidential

Business Systems Analyst, Contractor

• Division of Children, Youth Families DCYF
• Organized and coordinated requirements gathering meeting with test case workers in all regions of the state.
• Developed business requirements, functional specifications and test cases for the court portion of the DCYF's Automated Case Management Information System ACMIS .
• Worked with IT staff on application development, integration and systems testing.

Confidential

Project Lead, Contractor

• Putnam Investments
• Project Lead for Retail Marketing business services arm. Developed and managed deliverables for:
• Retail Marketing's Wholesaler Comp System. This initiative significantly reduced manual resource time.
• Capital Resources Statement - A mutual fund sales activity report compiled for and distributed t Putnam's key accounts.
• Ad-hoc reports for the Retail Marketing group. Reports included anything from direct mailings t brokers t complex market analyses.
• Ongoing process improvement initiatives including: promotional campaign mailing analysis, road-show analysis, survey results analysis, quarterly sales contests for major firms, varying fund sales activity analysis by sales rep, on-line bulletin board news, updates information for wholesalers, etc.

Confidential

Business Systems Analyst, Full-Time Employee

• Designed and assisted in the development of the sales module of the client/server-migrated version of the Point-of-Sale POS system.
• Developed and delivered training curriculum and content t new clients nation-wide.
• Managed the design, development and implementation of 3rd-party POS-interface projects for cell phone service providers.