OBJECTIVE

• Well organized and resourceful Business Analyst with more than five years’ experience and a solid academic background in business; excellent management, analytical, problem solving, and customer relations skills; able to handle multiple projects while producing high quality work in a fast - paced, deadline-oriented environment.

PROFESSIONAL EXPERIENCE

Confidential, Omaha, NE

Senior Technical Business Analyst

Responsibilities:

• Conduct customer meetings and provide meeting notes to Omaha Police Department.
• Communication and Collaboration with Omaha Police Department.
• Work with both customer and development team members to elicit requirements, write user stories, define goals, document requirements and analyze business functions.
• Work closely with project manager and software development team in an agile and remote environment.
• Lead design sessions with the client.
• Created documentation for client.
• Part of a team that helped to transition the entire company to a new computer hardware and software platform.
• Responsible for analyzing server usage and developing reports for management.
• Assisted in developing more efficient policies for the use of company technology.

Confidential, Omaha, NE

CEO/Founder

Responsibilities:

• Responsible for supervising service programs and daily operations of the organization.
• Training staff members, developing programs, soliciting funds and assisting the board of directors in budget preparation.
• Overseeing the annual fund-raising events.
• Planning and reaching to remote places for providing mentorship and basketball programs.
• Making optimal utilization of the available resources.
• Keeping records of the entire charity programs run by the organization.
• Formulating and working on plan for fund-raising.

Confidential, Omaha, NE

Business Systems Analyst

Responsibilities:

• Identifies, develops, and evaluates alternatives to meet business requirements.
• Coordinates with internal and external business partners in designing and developing new systems, processes, and procedures. Coordinates, plans, and performs enhancements, upgrades, and on-going maintenance.
• Liaises between business subject matter experts and technologists throughout the project lifecycle.
• Reviews, analyzes, tests, and recommends new software applications and equipment.
• Assists with test plans and related quality reviews with business partners.
• Assists in maintaining vendor relationships.
• Contributes to the development and implementation of comprehensive communication

Confidential, Omaha, NE

Process Analyst

Responsibilities:

• Analyze transactions or correspondence, process transactions or assist with customer requests to determine appropriate outcomes. Initiates payment, denial adjustment, and other service-oriented updates. Keys data accurately.
• Provides effective customer service via multiple mediums (phone, written correspondence, etc.) on multiple products (Med Supp, LTC, Disability, Accidental Death, Critical Illness, etc.). Communicates with internal and external customers to obtain, clarify, and/or provide information, resolve complex issues, and/or convey outcomes.
• Meets productivity and quality requirements
• Performs administrative duties to support value stream activities to include, but not limited to, prepping documents for scanning, filing and transporting of documents as needed.
• Stays abreast of and adheres to Company processes and procedures, industry changes, federal and state legislation and regulations.
• Actively participates in the identification and implementation of process improvements.
• Assists with the development, delivery and oversight of training and coaching.
• Participated in and collaborated with overall team as well as the technical team on two Medicare Supplement Re-rate Pilots.
• Perform product demos and perform analysis on information gathered from policyowners.
• Provided status updates in team huddles regarding the Medicare supplement pilots.

Confidential, Omaha, NE

Senior Measurement Analyst

Responsibilities:

• Performed Monitoring sessions, scoring client and customer behavior
• Applied knowledge of the Behavior Compendium to accurately score interactions
• Participated in Calibrations to meet client standards, maintaining less than 4% variance
• Supported multiple lines of business for the Sprint client
• Maintained less than 3% variance on Observed Scoring Variance reports
• Awarded three "Most Calibrated Awards" out of a team of 25.

Confidential, Omaha, NE

Global Project Management, Implementation Manager

Responsibilities:

• Contact assigned customers based on established schedule to ensure customer satisfaction and provide updates and reports.
• Received calls from assigned customer, provided exceptional customer service and ensured all issues were tracked until resolution including coordination with other departments. Led weekly updates and presentations.
• Answered billing questions from customers and performed accounts receivable review acting as customer advocate throughout the process.
• Organized customer project folder, maintained records of customer inventories for pre-identified customers, document site and network documents, and verified order design in partnership with account team and customer.
• Managed, coached, and developed a team of 16 Customer Service Representatives; ensured team met client’s goals for Quality Assurance, Labor production and call time.
• Developed agents to become strong customer service representatives by implementing new and efficient ways to improve attitude and technique.
• Assisted with troubleshooting different technical issues that could hinder agents from working. Monitored and scored calls taken by agents to better pinpoint problem areas.
• Built relationships with client and their customers.