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Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
Professional Summary

Consummate Senior Analyst with documented history of breaking extremely complex business processes into easily understandable, manageable components. Skilled at designing and applying process changes to improve efficiency and reduce costs, without detrimentally impacting ongoing operations. Provides collaborative methods for gradual, consistent improvement through synergistic efforts.

Skills
  • Business Process Mapping
  • Gap Analysis
  • Data Collection and Statistical Analysis
  • Business Development
  • Business Artifacts Documentation
  • Customer Service
  • Strategic Planning
  • Technical Support
  • Quality Assurance
  • Training
  • Project Management
  • Operational Improvement
  • Agile Frameworks
  • Scrum Methodology
  • Story Planning
  • Strong Presentation Skills
  • Relationship Building
  • UX Design
  • Lean Six Sigma
  • Team Building
  • Digital Transformation
Work History
Senior Business Analyst, 06/2019 to Current
Lpl Financial ServicesIL, State,
  • Reduced FPL's Enterprise IT help desk tier 1 & 2 ticket volume by 70% in areas where the virtual assistant was trained
  • Defined the product road map and prioritized the backlog of work to meet end-user demands
  • Led workshops to analyze and solve businesses challenges with both stakeholders and cross functional team members through various techniques such as process and customer journey mapping
  • Responsible for the creation of user stories and drafting of behavior driven development acceptance criteria in Jira
  • Interviewed and observed end-user's interactions with the virtual assistant to capture the voice of the customer
  • Supported an Agile Software Development process, working in conjunction with end-users, stakeholders, and technical delivery teams (both onshore and offshore)
  • Performed analysis of end-user chat logs with the virtual assistant in efforts to continuously refine the product and measure success
  • Performed analysis of FPL's Enterprise IT help desk live chat logs, phone logs, and support tickets to prioritize opportunities and derive return on investment amounts
  • Performed UAT either as the stakeholder or alongside key stakeholders to ensure the output was aligned with end-user expectations
  • Developed both primary and secondary metrics to track success and provide clarity to the team in decision making
  • Designed virtual assistant (bot) conversations and configured (#intents, @entities, dialogues) them in IBM's Watson Assistant
  • Responsible for the creation and maintenance of training documentation
  • Raised awareness of the virtual assistant across the organization through the use of company trade shows and internal sales pitches of the product
Senior Business Analyst, 09/2016 to 06/2019
Lpl Financial ServicesIndianapolis, IN,
  • Realized over $23M in annual savings across the organization, along with improvements to key performance metrics such as NPS, tNPS, customer retention, manager turnover, and EBITA
  • Responsible for strategically restructuring a fragmented & decentralized business model into a centralized and cost-effective shared services model, along with obtaining buy-in from company leadership and governance committees
  • Led multiple national process design workshops to design and document "as-is" and "to-be" business workflows with focus around people, process, customer experience, and technology
  • Led the vendor selection process and contract negotiation of software to support the organization's service delivery model and digital transformation
  • Liaised between business and technical teams to develop and enhance service delivery systems
  • Performed cross company data collection, internal and external research, and benchmarking analysis against best practices to identify and estimate ROI for over 220 process improvement opportunities
  • Responsible for change management activities pertaining to the design and implementation of several national projects
  • Designed and managed the rollout of a “top 20” question and answer guide for the national call center to improve performance on 80% of resident inquiries
Business Analyst, 06/2015 to 09/2016
Pierce Technology CorpPiscataway, NJ,
  • Consulted executives on an enterprise wide lean project and led several cross functional teams through projects to completion under strict project plans
  • Designed new operational processes and user dashboards to save over 7,500 corporate hours estimated at a savings of $255,000 annually and improve overall network service partner quality
  • Analyzed data for insights and recommended a solution to increase throughput by 35% and reduce 3 days time between user registration and course enrollment
  • Responsible for the cosmetic and operational redesign of Arise's user registration process involving cross functional teams and stakeholders across 3 departments where business requirements, user stories, mockups, and UAT were carried out efficiently for implementation
  • Designed and implemented new automated marketing strategies through Microsoft Dynamics CRM, enabling personalized communications based off of data, ultimately improving conversion and throughput rates
  • Implemented Google analytics to measure marketing campaign performance and to maximize A/B testing
  • Created dynamic data visualizations (reports and dashboards) through Microsoft Power BI and Excel to enable data validated decision making
  • Queried databases using SQL Server Management Studio
  • Completed an international market attractiveness study to recommend 5 strategic markets for entry and growth
Education
Bachelor of Arts: Business Administration, Expected in
Florida International University - Miami, FL
GPA:
Certificate: Lean Six Sigma Black Belt, Expected in
Florida Atlantic University - Boca Raton, FL
GPA:
Certifications

Certified Scrum Product Owner

Accomplishments

Arise Above & Beyond Award

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School Attended

  • Florida International University
  • Florida Atlantic University

Job Titles Held:

  • Senior Business Analyst
  • Senior Business Analyst
  • Business Analyst

Degrees

  • Bachelor of Arts
  • Certificate

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