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Senior Business Operations Analyst & Product Manager Resume

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San Francisco, CA


  • A seasoned business analyst/project manager with over 12 years of proven ability to deliver/develop portals, digital & content management technologies and process efficiency with the best practices
  • An innovative product enthusiast with over 3 years of experience managing and delivering successful digital product implementations with creative visions and strategy
  • A Subject Matter Expert in managing web portals technologies, content management, and product lifecycle management systems
  • A strong relationship manager with interpersonal skills to collaborate with internal/external customers/vendors to resolve issues and thrive to meet business expectations
  • An advanced user of latest business processes, data manipulation and requirement documentation tools


  • Domain knowledge in hi - tech, healthcare, utilities, retails, web portals
  • Business analysis & requirements
  • Production & customer support
  • Portal operations & content management
  • Product & project management
  • Workflow/process improvements
  • Change management/trainings
  • Strategic planning & competitive research
  • System integrations


SDLC methodologies: Agile, SCRUM, tools JIRA, Mingle, HPQC, FACETS System

Metrics/Analytics/Process tools: Google Analytics, WebTrends, IBM Process Designer/MS Suites, Tableau

CRM: Salesforce

Content management tools: WCM, Oracle UCM, SharePoint, TeamSite, Data modeling & RDMS



Confidential, San Francisco, CA


  • As a functional owner of Employer Connection Plus (EC+) tool, responsible for providing creative recommendations, roadmap and product research to develop a compelling set of online capabilities, that allowed the customers to automate the entire process of payment, enrollment, update and view member benefits information online
  • Provided monthly dashboards and analysis to highlight the overall portal health and promote creative product strategy, using Salesforce, Google Analytics, WebTrends, Tableau and FACETS
  • Served as a business analyst and project manager leading multiple strategic projects throughout the SDLC to enhance the Employer Connection application including Census Report, Employee Self Open Enrollment, and ePay functionalities
  • Solicited requirements and documented BRDs, FDDs, SDDs, UAT plans and execution to validate successful production releases
  • Managed process improvements and boosted product adoptions to over 80% of customers, via demos, documents, email campaign, internal & external user trainings and webinars
  • Managed over 1M real time online transactions while supporting the Customer Services team to handle production issues
  • Prioritized the employer portal’s backlog and collaborated with cross functional teams to successfully implement over 250 operational enhancements and defects into production
  • Acted as a SME to provide comprehensive functional support to all business units, including Customer Services and Sales
  • Acted as a liaison to manage contract negotiations and issue resolutions with the vendors
  • Managed the authoring and publishing process of the portal’s contents within the enterprise Web Content Management system


Confidential, San Francisco, CA


  • Served as a SME to define, design business requirements and implement the new online payment channel throughout the SDLC
  • Designed metadata, taxonomy, mock ups and wireframes
  • Designed, executed UAT scripts and validated production releases to ensure business requirements are delivered
  • Provided post production implementation support to triage and resolve issues


Confidential, San Francisco, CA


  • Served as a business analyst/project manager leading multiple strategic projects throughout the SDLC to enhance the Employer Connection application including employee census reports, employee self enrollment, and ePay functionalities
  • Performed system requirement elicitation and analysis to manage project dependencies, issues and risks
  • Provide UAT test plan and execution to validate fixes prior to each release
  • Provided customer trainings, process enhancements and production support for internal and external customers
  • Conducted user studies and data analysis from WebTrends & Salesforce with strategic recommendation to portal leadership
  • Prepared operational dashboard, custom reports and assessments for customer registration and product usage to analyze market trends and product assessment strategy
  • Supported the sales team to manage employer sales accounts, sales opportunities and drive online tool adoptions via various techniques with product video demos and email campaigns


Confidential, Sunnyvale, CA


  • Strategic consultation with the business partners to agree upon the redesign of multiple modules and content contribution
  • Conducted extensive research on site content automation and proposed a more optimized system redesign solution to automate business web contents and web authoring/publishing processes
  • Performed business analysis and documented BRD, FS and SDD for over 10 site modules
  • Developed storyboards, UAT test cases, content metadata, taxonomy, and training documents for business feature verifications
  • Performed thorough business validation and system performance across all modules
  • Cooperated with the migration team to identify, organize metadata sources and build migration robots


Confidential, San Francisco, CA


  • Acted as a point of contact with the cross functional team to drive test case development and UAT validation
  • Developed User Acceptance Strategy procedures for the multiple phases of the project
  • Designed, implemented and executed test cases and SQL scripts to validate data integrity and accuracy in the Operational Data Store and EDW using SAS Enterprise
  • Developed SQL queries for test case execution, the integration of data sets and reports coming from Rosetta source system
  • Evaluated production readiness through the completion of development and testing of multiple transformation layers
  • Partnered with data modelers, developers and QA team to review and enhance the test cases using data models and mappings
  • Triaged, monitored and worked with cross functional team to resolve defects


Confidential, San Francisco, CA


  • Served as a SME to provide online functional knowledge support for health & wellness, pharmacy transactional services
  • Prioritized the operational back log and collaborated with the cross functional teams to ensure successful delivery of over 80 enhancements and defects
  • Promoted member portal adoption campaign which resulted in over 30% adoption rate (~1.2 million registered online users)
  • Identified, troubleshot and provided extended research to resolve complex cross functional issues in production
  • Gathered metrics to gain insights into portal utilization and search engine optimization as a baseline for product forecast and research
  • Provided quarterly cost benefit analysis and strategies to plan for future product growth and administrative cost savings
  • Provided a wide range of complex data support and research analysis for pharmacy and healthcare products such as cost benefit analysis, industry trends and competitive landscape to support on-going and future business operations
  • Successfully produced the member portal Product Factbook and 2010 annual operational planning
  • Managed the content authoring and publishing process for the portals


Confidential, San Francisco, CA


  • Collaborated with cross functional design team to assess, drive operational improvements, and document requirement designs for over 30 BRDs and FDDs
  • Produced process maps to streamline business flows, using ER diagrams and MS Visio
  • Provided requirement verifications, and worked closely with IT team on all phases of PLM application development
  • Conducted UAT planning and execution for functional testing and performance tuning
  • Provided production support for PLM and Illustrator applications to nearly 500 users
  • Successful delivery of garment design sketch upload process, garment specification reporting and, material request automation




  • Solicited and documented business requirements for web developments
  • Provided mock ups and wire frames using Adobe Photoshop, Illustrator CS2, Adobe DreamWeaver
  • Provided test scripts to conduct system testing and validation
  • Provided cross-functional support to customer services, sales and IT


Confidential, San Jose, California


  • Managed an academic learning center of over 100 students (grades K-12) and supported the use of technology in the classrooms

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