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 Services – IL, 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 Services – Indianapolis, 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 Corp – Piscataway, 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:
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.
How this resume score could be improved?
Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:
