High-energy, results oriented individual with suburb attention to detail, excellent problem solving skills and experience in process re-engineering and improvement pursuing a career where I can grow my skills in business analytics, database administration and system and user testing.
MS Office with advanced proficiency in Excel and Access
SQL, Visual Basic
Visio, SharePoint, Microsoft CRM
Crystal Reports, Tableau
DocFinity - electronic document management system
New systems implementation
QA and UAT
analysis and improvement
Vendor Relations and Support Experience
of Ins. Compliance Regulations
Operations and Management
Superior skills in research and troubleshooting
in the development and implementation of several new reporting methods and
programs to measure productivity and efficiency, increasing the customer
service rating by 20%.
Introduced new learning methods and delivered
training modules to groups/ individuals on inter-departmental teams to ensure smooth
adoption of new programs and comprehension of existing processes.
Worked with Optical Imaging Technologies to design and
implement upgraded imaging system.
Redesigned metrics scorecards after new product launch.
Worked with development team on Tableau database
structure and design
Business Analyst/Case Analyst III December 2015 to Current Cognosante - Contracted through Robert Half Technologies － Phoenix, AZ
Identifying and solving customer information
and processing discrepancies
Applying triage research, collaboration and
technical knowledge to resolve transaction and processing issues
Analysis of discrepancies in the eligibility
reconciliation process for multiple stakeholders
Responsible for process improvement of the
Training staff and stakeholders on triaging
transactions and best practices for the reconciliation process
Utilize SharePoint and Microsoft CRM reporting
Worked on a Secure Federal Contract in which
qualifications were met to access the secure systems HICS (Health Insurance
Casework System) through the Center for Medicare and Medicaid.
Business Analyst December 2013 to November 2015American Express, Contracted through Spectra Force Technologies － Phoenix, AZ
Utilize Excel and PowerPoint to analyze, document and present organizational metrics in the form of charts, graphs and decks to various stakeholders including Sr. Management.
Increase scoring metrics and determine target area for improvement through customer service feedback analysis
Vendor survey setup and maintenance, including hierarchy structure and user access management (survey vendor, CCP vendors)
Software - Excel, PowerPoint, Access, Tableau Evaluate Tableau for department use and to increase efficiency of Tableau database.
Report Analyst, Department Manager November 2004 to October 2013I A American Life Insurance Co － Scottsdale, AZ
Preform QA analysis for new versions of administration software.
Design and carried out System and User test cases for application updates and new software
Assisted in the design and implementation of several new programs to increase department efficiency, through the use of test cases and user stories.
Managed call center operations, including setup and monitoring of ACD and IVR.
Developed, updated and maintained departmental operating procedures, including workflows and risk management.
Worked with employees to troubleshoot issues and monitor system usage and effectiveness.
Generated and distributed detailed departmental reports and updates to appropriate personnel, including senior management.
Supported the accounting department during monthly and annual closings, including 1099R/INT preparation.
Responsible for Department of Insurance complaint handling and various compliance mailings.
Analyzed documents, including wills, insurance policies, state statutes, insurance and financial regulations for various projects and to assist in addressing and resolving escalated customer inquiries.
Provided a high level of product and leadership support to representatives and clients.
Interviewed, hired and organized training sessions for over 20 new employees.
Processed withdrawals, loans, RMD's, and life insurance claims Provided exceptional customer service via phone and email to customers in a fast paced environment.
Associate of Applied Science : Business/Information TechnologyParadise Valley Community College
Coursework focus in Database Administration
ALMI - Associate Life Management Institute
ACS - Associate Customer Service
AAPA - Associate Annuity Product Administration
Access, Accounting, ACD, Business process analysis and improvement, call center management, charts, CRM, Crystal Reports, clients, Customer Service, database, data reconciliation, document management, HTML, email, financial, graphs, Electronic Document Imaging, DocFinity, Insurance, IVR, leadership, Excel, KPI's, MS Office, Pivot tables, PowerPoint, organization, personnel, policies, problem solving, processes, process improvement, QA, Quality Assurance, reporting, research, risk management, SharePoint, SLA's, SQL, Tableau, phone systems, testing-system and user, triage, troubleshooting, Vendor Relations, V-Lookup, Visio, Visual Basic, user stories