Continuous Improvement Business Process Analyst resume example with 20+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:

Detail-oriented business process analyst bringing in-depth knowledge of Six Sigma methodologies. Employs root cause analysis to identify issues and develop process improvements that lead to company-wide savings.

  • Microsoft Excel
  • Microsoft Word
  • Microsoft Outlook
  • Microsoft PowerPoint
  • Microsoft Project
  • Microsoft Visio
  • Microsoft Access
  • Business Objects
  • Crystal Reports
  • SQL
  • Minitab
  • Oracle BIEE

Green Belt Certified - 01/18/2005

Black Belt Trained (working towards certification) - 10/15/2013

Continuous Improvement Business Process Analyst, 08/2010 to Current
  • Serve as an internal consultant for departmental and senior management.
  • Perform business analysis of United DIA performance.
  • Implement new techniques and the use of analytical tools.
  • Identify and evaluate opportunities for change in policies and procedures to improve performance.
  • Create plans and proposals to address opportunities within DIA and assist with implementation of major process changes.
  • Work cooperatively and closely with senior management, vendors and technical staff.
  • Perform a project management role for assigned areas and projects.
  • Develop functional specifications for automation system enhancements.
  • Publish, create and own performance reporting for United at DIA Airport.
  • Maintain and update management reports.
  • Create ad hoc reports as requested by management.
  • Contribute to bi-weekly continuous improvement meetings.
  • Present project status updates and performance updates via PowerPoint presentations to management weekly.
  • Assist with project replication efforts.
  • Identify potential cost saving opportunities and project ideas within the organization.
  • Report on project statuses and savings to various levels of audiences/management.
  • Manage Issue Resolution process and information boards within the United DIA location.
  • Train on ideology of Continuous Improvement and relevant processes.
  • Completed two improvement enhancement Green Belt projects for the United DIA location.
  • Received Black Belt training and working towards certification.
  • Currently working on two performance enhancement Black Belt projects for United DIA location.
Team Leader/Senior Reporting Analyst, 06/1999 to 09/2010
  • Performed variance analysis on various regions assigned to the business center.
  • Supervised a team of 12 -15 reporting analysts/loss prevention representatives to ensure business center objectives were met.
  • Completed ad hoc reporting requests to meet the needs of senior management.
  • Provided meaningful analysis of the reports by identifying trends and potential problems.
  • Ensured required reports for senior management were produced timely and accurately.
  • Continually drove for process improvements and suggested areas of opportunity to management when appropriate.
  • Delivered performance presentations on findings to senior management within the business center.
  • Produced PowerPoint presentations for management monthly meetings.
  • Prepared daily and monthly reports related to goals and objectives for team and department.
  • Provided prompt, courteous, and knowledgeable service to both internal and external customers.
  • Negotiated possible alternatives with delinquent customers in order to reach the most.
  • Prepared and adjusted work schedules for team and department.
  • Participated in new hire process, including interviews and training.
  • Mentored, coached, and trained employees weekly.
  • Held weekly call quality reviews to improve performance and customer experience.
  • Ensured that any disciplinary actions or rewards were given in an equitable manner.
  • Informed team members daily of any legal or procedural changes within Ford Credit.
  • Worked extensively with attorneys to resolve accounts in states where legal representation was necessary.
  • Constantly monitored my team’s monthly budget and goals against company objectives.
  • Received and handled escalated calls that required management intervention.
  • Created job aides to simplify complex/difficult to understand changes to procedure.
  • Received Six Sigma Greenbelt certification.
  • Assisted with data identification and developed new process for Six Sigma projects.
  • Assisted with reaching a $600,000 expense reduction initiative for the Business Center.
  • Regularly volunteered for community service events. (Race for the Cure, Junior Achievement, Silver Key, Diversity Council, United Way, March of Dimes)
  • Was awarded the “supervisor of the month” award numerous times as voted by peers and employees.
  • Maintained a 90% or higher supervisor satisfaction performance survey score which was conducted by direct reports.
MBA: Project Management, Expected in 2006
Colorado Technical University - Colorado Springs, CO
Bachelor of Science Arts: Project Management, Expected in 2005
Colorado Technical University - Colorado Springs, CO
Assoc. of Science: Computer Programming and Network Operating Systems, Expected in 2003
Denver Technical College - Colorado Springs, CO

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Resume Overview

School Attended

  • Colorado Technical University
  • Colorado Technical University
  • Denver Technical College

Job Titles Held:

  • Continuous Improvement Business Process Analyst
  • Team Leader/Senior Reporting Analyst


  • MBA
  • Bachelor of Science Arts
  • Assoc. of Science

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