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Business Analyst

Posted on: 2018-02-24

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 2017-December 2017

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 $22 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 2014-March 2017

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 3,000 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 70%
  • Manage the Consumer Lending portfolio of over 300 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 2013-November 2014

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 $3.5 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 2007-January 2013

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 20 people
  • Train new employees on company procedures, specializing in how to utilize the document management and print systems
  • Coordinate scanning project of over 8,000 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)