associate business analyst resume example with 20+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
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Professional Summary

Experienced Business Analyst versed in analyzing systems to increase efficiency and streamline processes. Defines, analyzes and resolves complex enterprise-wide problems. Excellent reputation for resolving problems and improving customer satisfaction. Motivated to learn, grow and excel in business analysis within the company.

  • Technical Support
  • Strong Analytical and Problem Solving Skill
  • Efficient and Detail-Oriented
  • Requirements Analysis
  • Multitasking and Prioritization
  • Critical Thinking
  • Calm and Professional Under Pressure
  • Verbal and Written Communication
Work History
Associate Business Analyst, 09/2019 to 10/2021
HcscOklahoma City, OK,
  • Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
  • Created and updated knowledge-base assets to produce consistent and streamlined business intelligence results.
  • Organized daily tasks for better efficiency and use of resources.
  • Assisted the Program Manager, Director and end users to define and document roadmap and sprint-level goals, requirements, user stories and outcomes.
  • Assisted in eliciting, documenting and communicating business and user requirements and functional specifications through coordinated workshops, creating use cases and process models.
  • Analyzed and refined requirements and acceptance criteria for single-department programs/products.
  • Worked with other technology and business-related experts to address product, business, technical and infrastructure needs.
  • Supported business units in documenting business objectives.
  • Assisted with the management of communication between end users, vendors and IT departments to resolve production and development environment problems.
  • Performed technical walk-throughs and demos with development and business stakeholders.
Card Services Specialist II, 06/2016 to 09/2019
Veritex Community BankDallas, TX,
  • Partnered with PSCU/First Data to collaborate ways to efficiently solve problems.
  • Sought ways to improve processes and services provided.
  • Processed complex member inquiries in a timely and professional manner, within regulatory compliance standards.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded proactively and positively to rapid change.
  • Trained staff on operating procedures and company services.
  • Implemented and developed customer service training processes.
  • Sought out as an escalation point on complex service issues.
  • Assisted in the ongoing internal and external audit and exams.
  • Ensured that written procedures are documented for all functions within the area of job responsibility and update as necessary.
Consumer Loan Servicing Specialist II, 06/2006 to 06/2016
Hudson Valley Federal Credit UnionFishkill, NY,
  • Serviced loans, secured titles and assisted in resolution of complex problems in accordance with credit union policy and in compliance with state and federal regulations.
  • Served as subject matter expert in areas of consumer loan servicing, including complex loan maintenance in the servicing system.
  • Served as point of contact for peers with questions regarding products, processes, and systems.
  • Performed complex loan adjustments as assigned including researching and resolving member disputes, processing loan modification requests, performing loan maintenance, and assisting with remediation efforts.
  • Ensured all documentation is maintained, organized and in secure manner.
  • Released title liens when loans are paid off or collateral is swapped.
Contact Center Representative, 06/2001 to 06/2006
First Commerce Credit UnionTallahassee, FL,
  • Balanced workload of high-volume inbound calls while meeting efficiency targets and member service experience expectations in role.
  • Maintained a thorough understanding of all products, services, and tools required for servicing member needs. This includes and assisting members with general servicing needs such as basic digital troubleshooting, account and card management, card dispute and fraud claims and other account maintenance.
  • Provided one-on-one mentoring to newly hired Contact Center Consultants as needed
  • Interacted with all team members and serve as a high-level resource, point of escalation, and mentor by maintaining a high level of department knowledge relative to process and procedures.
  • Provided on-going, clear feedback to encourage and develop mentees.
  • Effectively presented information and/or training to individuals and groups.
  • Recommended training strategies and assist in identifying additional training needs.
  • Assisted with required research (internal and external) to ensure efficient quality service objectives are maintained.
Master of Arts: Information Systems, Expected in 06/2010 to University of Phoenix - Arizona - Remote,
Bachelor of Science: Geology, Expected in 06/2001 to Central Washington University - Ellensburg, WA,
Associate of Arts: General Studies, Expected in 06/1999 to Green River Community College - Auburn, WA,

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Resume Overview

School Attended

  • University of Phoenix
  • Central Washington University
  • Green River Community College

Job Titles Held:

  • Associate Business Analyst
  • Card Services Specialist II
  • Consumer Loan Servicing Specialist II
  • Contact Center Representative


  • Master of Arts
  • Bachelor of Science
  • Associate of Arts

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