Business Analyst Resume
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Resume:
Business analyst with extensive continuous process improvement experience specializing in customer oriented solutions in the insurance, lending, customer service and form creation industries.
HIGHLIGHTED SKILLS
Elicitation of requirements; Creation of business rules & requirements; LEAN methodology
implementation; Process improvement; Process creation; Reporting and analysis; Training; Change management; Ability to communicate to CEO’s through end users.
EXPERIENCE
Business Analyst
May -December
KForce Consultant for American Family Insurance, Madison, WI
- Elicit and write requirements to facilitate development of updates to the Customer Relationship Management system &#;Apex&#;
- Part of a team of business analysts on a strategic initiative with a budget of $ million; Sole analyst for Apex; Coordinate with multiple departments to ensure all integrations are documented
- Participate on a team project to upgrade the base code for Apex; Compare current state to future state to understand, document and communicate differences; Assess future state to determine best combination of “out of box” features and customized features
- Document current state call flows in Visio
Document Specialist
November -March
CUNA Mutual Insurance Group, Madison, WI
- Lead document specialist on the Credit Card Update project: Manage secondary document specialist’s work and priorities; Elicit requirements translating to over , requirements and business rules; Redesign questionnaire gaining efficiencies and customer experience upgrades; Design and run User Acceptance Testing; Design and execute business testing; Coordinate defect corrections; Assist in training and creating training materials; Communicate to various stakeholders; Act as SME for staff after implementation
- Propose and implement improvements to the Spanish translation process reducing costs and touch time by over %
- Manage the Consumer Lending portfolio of over master documents and questionnaires
- Elicit and create requirements on projects with varying sizes and degrees of difficulty, often impacting hundreds to thousands of customers
- Lead team LEAN activities resulting in the team being marked as a team to learn from
- Create and implement process improvements, saving hundreds of man hours and increasing quality
- Assess impacts of potential changes
- Coordinate updates to documents with internal staff and external vendors
- Derive, implement and communicate solutions to staff and management
- Help staff with change management from system changes to document changes
- Coordinate the collaboration of work between multiple departments to implement changes on documents
- Act as a SME on the Consumer Lending portfolio, NetSuite and other areas
- Create and run reports
Laser Developer
March -November
CUNA Mutual Insurance Group, Madison, WI
- Act as intermediary between customers and third-party vendors for issue resolution
- Lead a committee dedicated to honing procedures to train new hires and create consistency between within team
- Create and communicate process improvements to team; Create training materials
- Act as the single point of contact for all forms and technical issues regarding all forms published on Doc Web Service for Credit Unions with over $. Billion in assets; Help repair the working relationship between CUNA and those Credit Unions
- SME for user acceptance training of the implementation of the new order management system; Help team transition to the new system; Formulate suggestions for changes to the new system; Create and modify processes based on the system
- Train new hires
- Create procedures for Doc Web Service; Cross train colleagues
- Create and customize forms
Underwriting Technician
May -January
ProAssurance Corporation, Madison, WI
- Successfully lead one of six strategic committees designed to transition the department’s internal structure; Create a complex Adobe LiveCycle form; Develop training materials; Train staff on new procedures; Help with change management
- Test new print system and trained staff on print system implementation; Establish dialogue and feedback to gauge training effectiveness
- Draft, formalize, evaluate, recommend and communicate policy to the department and company resulting in more adherence to policy and clarity to staff
- Research within ImageRight and the Microsoft Office Suite to find new features to utilize
- Organize all administrative aspects of triannual Claims and Underwriting Committee meetings; Develop and implement procedures for a department of over people
- Train new employees on company procedures, specializing in how to utilize the document management and print systems
- Coordinate scanning project of over , inactive files; Team met all deadlines
- Initiate on-site Registered Professional Liability Underwriter classes
- Employment extended after company re-organization to assist in transferring a book of business to HP Exstream.
EDUCATION
- Bachelor of Science, Psychology, University of Wisconsin-Platteville
- Master of Science, Project Management, University of Wisconsin-Platteville (in progress)
