Business Analyst 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)
