Strategic planner and leader with an impressive background positively impacting operational and fiscal performance through expert management of key changes and implementations. Gifted operational analyst combining advanced business acumen and strengths in process optimization to deliver increases in revenues, profitability, service / product quality, and competitive performance. Strong background playing an instrumental role in smooth procedural transitions as well as company acquisitions, mergers, and enhancements. Strong communicator and relationship builder with a reputation for identifying and addressing functional discrepancies.

Core competencies include:

• Strategic Business Planning
• Cost Reduction Avoidance
• Process Improvements
• Regulatory / SLA Compliance
• Organizational Training Programs
• Full Project Lifecycle Management
• Team Building Leadership
• Account Relationship Development
• Performance Analysis / Reporting
• Process Redesign Change Management

• Value Stream Mapping
• Process Mapping
• Root Cause Analysis
• Affinity Diagram
• Brainstorming
• Capability Matrix
• A3 documents
• DMAIC
• Kanban

Tool Process competencies include but not limited to:

Confidenital

Lead large, cross-functional, complex process improvement projects and teams using process improvement best practices, as needed. Coordinate the implementation of designated projects, interfacing with various health system entities and facilitating project planning sessions including project scope, project plan, task scheduling and team management. Assist with project identification, problem analysis, process redesign and continuous process improvement. Select accomplishments:

• Develop and document process for a value based orthopedic program: Work with key stakeholders to develop process for orthopedic program, create best practice guide and supporting task templates and facilitate discussions with IT for system change requests.
• Develop and document process for Care Transition pilot program: work with physician champion and key stakeholders to develop and document processes for the pilot program as well as identify baseline and outcome metrics.

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Senior Business Analyst

• Transitioned from Iowa Network Services to Merit Resources to act as primary resource for their process improvement/documentation initiative. Other responsibilities include developing business analysis plans, enterprise analysis, perform stakeholder analysis, and lead small to medium sized IT projects, Selected accomplishments:
• Manage process documentation initiative: Work with company departments to identify and prioritize key processes, build best practices template, evaluate and select database for storing documents, mentor specific departments on documenting their processes and how to determine best practices.
• Provide enterprise analysis for process automation initiative by capturing documenting requirements from all impacted teams.
• Educate and provide guidance to company management on project management best practices and standardized documents including but not limited to business case development, project plans, capability matrixes, etc.

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BUSINESS ANALYST II

• Review, analyze and evaluate business systems and user requirements. Document and model requirements, define scope and objectives and formulate systems to parallel overall business strategies. Manage small to medium sized projects. Selected accomplishments:
• Lead role in external portal from 32 bit to 64 bit. Gathered and documented requirements for key portal elements, including mock-ups. Led touch points to insure all task on schedule and trained internal teams.
• Instrumental in development of the company's Project Management organization processes, as well as, provided BA disciplines for PMO projects.
• Business process efficiency analysis of sales process from initial customer contact through implementation. Identified opportunities to improve enterprise processes, provided BA and process disciplines to create and implement standardized processes for the sale and implementation of products, automated manual processes, developed new product introduction checklists and many more internal processes.
• Created an internal process improvement plan for the IT team resulting in a deployment checklist allowing for a smooth transition from implementation to maintenance support, standardized UAT processes, creation of staging environment and improved code analysis steps. Savings and efficiencies analysis underway.
• Provide enterprise analysis for corporate document management system initiative which included interviewing approximately 15 departments across the family of companies to capture their individual requirements and current use.
• Provide BA Process Efficiencies expertise across the INS family of companies. Currently assisting Merit Resources with a company-wide process documentation and efficiencies initiative which requires on-site presence two days a week for the duration of the project.
• Act as customer liaison when needed for issue management. Provided on-site support and troubleshooting as well as provide communication throughout issue's life cycle.
• Member of the International Institute of Business Analysis IIBA . Currently studying for CBAP Certified Business Analysis Professional .
• Committee member of the Wellness and United Way committees.
• Volunteer for Toys for Tots Marriott breakfast and KCCI phone bank.

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RELEASE MANAGER - DEPLOYMENT ANALYST

Orchestrate product / service implementation efforts of internal / external cross-functional teams with a strong focus on quality and timely deliveries. Provide planning and development of processes and schedules, supervise full project lifecycle, and document overall performance. Facilitate change operations through comprehensive recording and communication of new processes / procedures. Analyze workflow, generate reports, schedule / coordinate meetings, and address change requests. Selected accomplishments:

Achieved project goals within strict deadlines through expert planning and remote management of resources.

Elevated organizational performance with the development of processes focused on the smooth implementation of operational changes.

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BUSINESS PROCESS MANAGER - QUALITY / CONTINUAL SERVICE IMPROVEMENT

• Strategic leader charged with analyzing operations and identifying opportunities for improvements, generating savings and enhancing the quality of offerings through implementation of technology-based solutions, new processes, operational modifications, and training programs. Directed the smooth integration of newly-acquired companies into organization's standard processes without negatively impacting clientele. Selected accomplishments:
• Improved organizational collaboration on a cross-functional level with the delivery of Collaboration Facilitation training to various departments. Training covered efficient use of meeting time, strategies for achieving annual objectives, and planning for ROI optimization.
• Delivered over 50K worth of savings while boosting the performance of 3 development platforms through procedural standardization and related training.
• Assisted in achieving 120K expense reductions annually by teaming up with the accounting team in cutting quarter-end processing time by one day through elimination of procedural redundancies.
• Captured 115K savings in maintenance fees / time during integration of a newly-acquired office through the standardization of processes.
• Optimized compliance with SLAs with the standardization of internal statement process.
• Successfully eliminated problems expressed by staff with the introduction of improvement processes while serving as Chairman of the Accountability Committee.

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CLIENT CARE MANAGER / PROJECT MANAGER - PRODUCT SUPPORT CENTER

• Drove optimization of client experience by serving as liaison between CSG and clients throughout all phases of product / service implementation. Analyzed client needs / requirements, generated recommendations to ensure compliance with objectives, and developed solutions to service obstacles or issues. Monitored performance, enforcing service level agreements SLAs . Maintained up-to-date with corporate and unit initiatives. Selected accomplishments:
• Served an instrumental role in enhancing product / service quality by collaborating in the creation of an automated Client Survey that enabled analysis and reporting, resulting in the rapid identification and troubleshooting of issues.
• Expanded call center offerings with the introduction of new products and processes.
• Increased staff morale with the establishment and direction of Rewards and Recognition Committee.
• Honored with CSG Bravo Award for superior customer service and communication excellence as well as Product Support Center Achieving Synergy Award.

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PRODUCT DELIVERY ANALYST - INTERNATIONAL PRODUCT

Provided co-leadership of product implementation in Mexico City. Delivered initial presentation to client, analyzed business practices, and established software parameters as well as provided on-site support. Identified product discrepancies and recommended modifications.

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PROJECT MANAGER - TELEPHONY LEVEL II TEAM

Spearheaded and promoted root cause analysis operations for identification and elimination of problem trends. Generated performance reports.

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PRODUCT SUPPORT ANALYST - PRODUCT SUPPORT CENTER

Delivered expert support services via phone and on site. Collaborated with second-level teams in the prioritization, analysis, and troubleshooting of system issues.