SUMMARY

Experienced Business Process Analyst and Crisis Manager seeking to leverage back ground in technology, business consulting, public management and end user satisfaction. Provenability to success fully analyze an organization's critical supportre quirements and develop effective solutions for increasing reliability and productivity .

PROFESSIONAL EXPERIENCE

Business Analyst/Case Manager

Confidential, Bethesda, MD

Responsibilities:

• Manage a daily caseload of 30 high profile and high cost medical evacuation (max $30M) and repatriations globally by identifying clients’ need and providing resolutions. Review provider invoices for cost containment and price negotiations within network discount agreements, as well as, safeguard the company’s relationship(s) with client’s contacts, both internally and externally
• Created and maintained a project schedule for multiple projects by identifying and monitoring progress, ensuring all project schedules were prepared and delivered accurately. Generated comprehensive meeting minutes, schedule update reports and project summaries for stakeholders and senior management.
• Mitigated business risk and improved delivery of services by engaging cross - functional vendor negotiation. Developed a Vendor Portfolio catalog, providing a foundation for metrics reporting.
• Reduced case allocation process by 33% by developing and implementing a case management system that automatically and effectively matches clients with case management teams based on contract familiarity, as well as, past performances
• Achieved 100% retention rate of service providers by implementing a corporate discount of 18% which in turn reduced the on-boarding and learning period thereby cutting cost by 12%
• Achieved a >98% rating on Clients’ Quality Assurance Review for 3 consecutive years by collaborating with internal departments, peers and senior management to continuously review internal tools, resource and customer feedbacks, for business development to meet contractual and service quality standards

Business Analyst/Communications Strategist

Confidential, Greenbelt, MD

Responsibilities:

• Developed an Agile project process and delivery timeline for various print media projects ensuring the design processes were in line with the client's expectations outlined in the project scope. Elicited requirements using interviews, document analysis, requirement workshops, surveys, site visits, business process descriptions, use cases, and work flow analysis. Served as the subject matter expert for the Software Change Request process (SCR) and effectively managed all change requests to various web applications developed
• Achieved 100% success rate in key deliverables by utilizing BaseCamp to streamline the teams’ development activities, including logging discoveries, and tracking project progress and scheduling
• Increased the brand awareness by an average of 39% of all brands represented
• Reduced the downtime/outage period to implement the changes to the different web applications by tracking usability patterns

Requirements Analyst

Confidential ., Baltimore, MD

Responsibilities:

• Collaborated with external and internal customers to analyze customers’ needs and functional requirements through the delivery of Process flow charts, Use Cases, design layouts and detailed business requirements documentation. Collaborated with developers and subject matter experts to establish the technical vision and analyze tradeoffs among usability, resources allocation and performance needs. Managed and maintained all projects artifacts using SharePoint
• Reduced production cost by 30% on existing arrangements by renegotiating contracts with suppliers and by also finding alternative paths to business solutions
• Managed budget and resource planning on over 20 projects across several business lines.
• Achieved a > 98% pass rate of newly designed systems benchmarked against the old system implementing a thorough testing protocol before final system rollout
• Completed the rollout of various software releases and enhancements

Business Analyst

Confidential, Baltimore, MD

Responsibilities:

• Managed a production team of 12, including developers and designers, to assure projects are completed according to specifications as documented in the functional specification documents. Performed cost analysis, invoicing and resource management to ensure the projects were completed in a cost-effective manner. Documented workflow charts, as well as, Use Cases for outcomes, goals and deliverables using Microsoft Visio
• Reduced project turnaround and delivery time by eliminating non-value adding steps and promoting cross-functional collaboration to ensure different phases of the project are being completed simultaneously
• Convinced upper management to sponsor training programs and team-building exercises for staffs to promote better teamwork and evidently increase the quality of services provided
• Achieved a customer retention rate of 100% for 2 consecutive years while increasing client base by 12% by using different promotional tools like referral programs, and giveaways

TECHNICAL SKILLS

• SharePoint
• Microsoft Visio
• Microsoft Office Suite
• BaseCamp
• Agile/Scrum
• Adobe Photoshop, InDesign