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Senior Business Operations Analyst & Product Manager Resume

San Francisco, CA

SUMMARY:

  • 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

CORE STRENGTHS & COMPETENCIES:

  • 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

TECHNICAL SKILLS:

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

PROFESSIONAL EXERPERIENCE:

SENIOR BUSINESS OPERATIONS ANALYST & PRODUCT MANAGER

Confidential, San Francisco, CA

Responsibilities:

  • 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

SENIOR BUSINESS ANALYST

Confidential, San Francisco, CA

Responsibilities:

  • 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

SENIOR BUSINESS ANALYST & PRODUCT MANAGER

Confidential, San Francisco, CA

Responsibilities:

  • 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

SENIOR BUSINESS SOLUTIONS ANALYST

Confidential, Sunnyvale, CA

Responsibilities:

  • 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

SENIOR UAT ANALYST

Confidential, San Francisco, CA

Responsibilities:

  • 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

eBUSINESS ANALYST & PRODUCT MANAGER

Confidential, San Francisco, CA

Responsibilities:

  • 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

PRODUCTION SUPPORT ANALYST

Confidential, San Francisco, CA

Responsibilities:

  • 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

BUSINESS ANALYST & UX DESIGNER

Confidential

Responsibilities:

  • 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

CENTER DIRECTOR

Confidential, San Jose, California

Responsibilities:

  • 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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