Business Analyst

• Oct 2019 - Present

Business Analyst

• May 2015 - Jun 2019

Manage projects using .NET applications and SQL. Manage projects using .NET applications and SQL.

Systems Analyst

• Aug 2011 - Jan 2015

Managed enhancement projects and production support to drive innovative solutions and support business strategies for the Personal Lines (Home Owners, Auto) Insurance group. Facilitated business prioritization of strategic projects, and managed project/portfolio budget with a major focus on Relationship Management across the line of business. Served as a point of contact for information technology activities including service requests and escalation point for unresolved problems. Key Accomplishments: • Developed requirement definitions for the modifications required to move the applications from Bank of America to QBE as a participant in the application taskforce and business work streams for the Transition Services Agreement (TSA) project, facilitating User Acceptance Testing (UAT) between IT and the Line of Business (LOB) for a successful, on-time and under budget implementation. • Engaged with the LOB during planning/pre-define phase of projects to provide high level project detail and estimates. • Created LOB summary reports to monitor quality assurance for Tier 1, Tier 2 and Tier 3 strategic projects. • Processed service requests and developed business requirements for Westwood Insurance Agency’s builders enhancements. • Managed QBE and Westwood Agency’s Homeowners and Auto ticketing system and reporting. • Facilitated weekly and executive meetings with IT/LOB to obtain/provide updates on projects and ensure timelines are on track as well as discuss new priorities and future projects. • Coordinated project implementation with Release Management to ensure project roll-out is completed successfully. • Liaison between the LOB and IT teams to ensure results align with expectations. Show less

Independent Beauty Consultant

• Sep 2005 - Dec 2014

Making customers happy by providing great skin care products and exceptional customer service. Making customers happy by providing great skin care products and exceptional customer service.

Business Analyst

• Nov 2005 - Aug 2011

Analyzed business systems and processes from an integrated vantage point with a strong focus on continuous process improvement. Translated and re-engineered complex and technical ideas into “layman’s terms”, working with all levels within the organization. Key Accomplishments:• Managed prioritization process for small to large system enhancements and production support requests for the Consumer Insurance Products.• Defined, revised and executed business requirements to meet changing needs and criteria as defined by affected Line of Business (LOB).• Facilitated User Acceptance Testing (UAT) script definition and execution.• Lead Tier 1 or multiple Tier 2 & Tier 3 projects by refining infrastructure of new business models, system and fiscal reconciliations, and process development and implementation.• Interacted extensively with key internal or external clients to identify research, analyze and resolve complex problems, including sales, compliance, system, support, and service related fields.• Created custom reporting templates to ensure accurate tracking and analysis and used the results to escalate SLA and variance issues to the appropriate leadership teams.• Developed detailed written procedures and processes to improve new employee training and reduce the ramp-up time of non-tenured employees. Show less

Life Insurance AVP

• Oct 1994 - Nov 2005

Relocated to build and manage a team of 12 Sales Assistants in the New Business Term Life Insurance Department in the Fort Worth, Texas facility. Analyzed ‘Production to Goal’ performance and quality control audits to develop on-going process improvements. Performed due diligence and made recommendations to leadership regarding carriers and vendors. Automated and improved support staff processes and procedures to streamline workflows and policy issuance.Key Accomplishments:• Increased issued policies and paid premium by 40% through the development of specific department goals based upon historical production results, sales staffing analysis and updated marketing forecasts.• Coordinated with IT to enhance the Life Insurance policy issuance system as needed to improve support staff processes and procedures and streamline workflows and policy issuance.• Built high performance team though coaching, recruiting and performance management, including job shadowing techniques between tenured staff and non-tenured staff, weekly individual coaching sessions and weekly team accountability meetings.• Encouraged short term and long term success through recognition and incentive programs. Show less