Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Business Analyst offering 8 years delivering cost-effective, high-performance technology solutions to meet shifting organizational demands.
  • Business process improvement
  • Cost-benefit analysis
  • Forecasting and planning
  • Advanced Excel modeling
  • Business systems analysis
  • Functional requirements
  • Project management
  • Requirements gathering
  • Superb communication skills
  • Advanced problem solving abilities
  • Critical thinking
  • Decisive
  • Developed and implemented a variable compensation payroll model to increase productivity and contribution margin.
  • Manage onboarding process end to end with increased automation for efficiencies.
07/2013 to Current Business Analyst/Business Operations Coordinator Optum | City, STATE,
  • Identified "bottlenecks" and implemented new and improved processes and policies.
  • Tracked, analyzed and interpreted trends in call performance and agent sales data.
  • Documented process flows and developed requirements for functional improvements and enhancements.
  • Conducted activity-based analysis of business processes and made recommendations based on the findings.
  • Boosted company efficiency and customer satisfaction by streamlining processes deemed inefficient.
  • Manipulated data using pivot tables, pivot charts, queries and macros.
  • Identified process boundaries and determined opportunities to automate processes and functions.
09/2007 to 07/2013 Workforce Analyst/Administrative Assistant Connextions/Optum | City, STATE,
  • Key participant in client relationship management.
  • Forecast staffing FTE and project needed training classes to maintain client requested headcounts.
  • Assist Vice President with projects to meet financial or client key performance indicators and operational goals.
  • Monitor call queue statistics and agent behaviors to meet contractual agreements.
  • Prepare weekly, daily, and adhoc reports.
  • Track attendance and scheduling in workforce management software.
  • Direct 2 administrative support to ensure project completion.
Expected in 2004 GED | Pennsylvania Commonwealth, , GPA:
Expected in 2015 Associate of Applied Science | Business Administration Guilford Technical Community College, Jamestown, NC GPA:
  • Workforce Management Software: Aspect eWorkforce, Nice IEX Totalview, Stromberg Enterprise Timekeeping, Kronos Timekeeping
  • Data Analysis Software: Microsoft Excel, Microsoft SQL Server
  • Desktop Publishing Software: Microsoft Publisher, Microsoft Word

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School Attended

  • Pennsylvania Commonwealth
  • Guilford Technical Community College

Job Titles Held:

  • Business Analyst/Business Operations Coordinator
  • Workforce Analyst/Administrative Assistant


  • GED
  • Associate of Applied Science

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