Experience

Pioneer Financial Services, Inc.

• Financial Services
• 1 - 100 Employee

• Senior Business Analyst

  • Feb 2015 - Present

  - Member of small task force created to usher in new system to replacement multiple outdated lending platforms and ancillary tools created to support them. - Documented 250+ requirements across all functional areas with over 50 dedicated to the data needs for the collections and customer service groups. - Worked with marketing group to document existing use of google analytics, current CMS platform and other tools required to manage content, campaign and track users from acquisition to loan booking on consumer web site (source for 90% of booked loans) - Facilitated vendor demo sessions and provided summary of features, details and red flags from each session to evaluating stakeholders. - Instrumental test team member assembled to test high-risk changes to current lending platform. Show less



Asurion

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• • 2008 - Dec 2010

  - Worked with small team to design and plan implementation of a Unified Data Model (UDM) as needed to support future customer growth and provide data normalization and standardization required to unify and eliminate data redundancy caused by the multiple legacy systems created by Asurion and the former lock\line companies prior to their merger. - Defined existing business rules, definitions and reporting uses for over 800 data elements across all business units.- Performed data mapping from disparate legacy databases to establish formal names, definitions and attributes for table fields and worked with team to validate field orientation within tables and relationships needed between all tables to support system functionality and existing reports.- Created entity relationship models to confirm table relationships and validate field relationships to and within the tables. - Documented the final elements and attributes the first enterprise data dictionary.- Enabled customer care group to achieve benchmark goals of reduced operational overhead with requirements needed to define each point of customer interaction or Interaction Tracking within the claim and enrollment systems such that organization could see when customers were leaving system by the absence of populated data. Show less

• • 2008 - 2009

  - Provided daily support and education to the project management team ultimately responsible for driving the Net Promoter Score (NPS®) metric. - Designed and generated weekly, monthly and ad hoc reporting for senior management to illustrate target needs and overall KPI performance.- Authored and communicated requirements necessary to automate all KPI report generation and the distribution and submission of NPS® surveys.

• • 2005 - 2008

  - Principal analyst for all system releases and support required of top revenue generating client. Advanced three positions during three-year period. - Consistently generated high-caliber requirement artifacts without hindrance caused by extreme project challenges (overlapping project schedules, delivery date commitment without technical team consultation, unanticipated technical complexity, ambiguous project vision/scope, etc...)- Maintained software defect rate below 1% for missed/erroneous requirements over all deployments.- Lead Analyst team and authored 80% of all requirements used to successfully change fulfillment vendors and trigger the largest individual revenue boost in the company’s history. - Requirement Artifacts Named Corporate Benchmark by technology group Vice President due to level of detail, clarity and accuracy.- Awarded Asurion “Spot” Award for knowledge share and testing assistance to enable new claim web site in 30 days. Show less



lockline (DST company part of the time)

• 8880 Ward Parkway – Kansas City, Missouri 64114

• System Support Analyst

  • 2002 - 2005

  - Principal Support 24 x7 for all company systems supporting client subscriber base of 11 Million with growth by 10,000 claims per month - Resolved over 300 help desk tickets a day using database queries for root/cause analysis. - Facilitated conversations between business/operations groups and technical teams to resolve issues expeditiously. - Worked with client technical teams to resolve file transfers and API calls as issues had critical impacts to both companies. - Generated reporting and white papers to illustrate issue impacts before and after resolution. - lock\line “Above and Beyond” Award – 2004 received for support efforts during unplanned data outage. Show less



Sprint

• United States
• Telecommunications
• 700 & Above Employee

• • 2001 - 2002

  - Independently managed over 300 M&Ps with Flows and Screen Flow Change to Save Project $7.3 Million.- Met deliverable timelines for all documentation to ensure timely system deployments and critical integration of the end user with modified systems. - Worked with M&P user groups daily to review documentation and ensure the questions and needs of each community were heard and any documentation changes were made. - Maintained accurate documentation by testing code deployed during the testing phase of all projects. - Sprint Values Excellence (SVE) Award - 2001 Received from peer organization for documenting the M&PS that enabled Sprint ION customer service representatives to use a newly modified order entry system responsible for a 50-minute reduction in order handle time and $7.3 million dollars in savings for the project. Show less

• • 1999 - 2001

  - Generated and maintained over 200 method and procedures (M&P’s) to support initial Sprint ION order entry and successful order receipt in legacy downstream systems. - Maintained comprehensive, accurate detail and on-time delivery for all necessary documentation. - Utilized a firm knowledge of Microsoft technical writing style rules to standardize all documentation.- Facilitated extensive walk through sessions for all ION documentation with senior management. - Sprint Values Excellence (SVE) Award I - 2000 Received from lead manager for facilitating extensive pilot sessions to walk through over 50 M&PS with accompanying process flows with 10 stakeholder organizations. - Sprint Discretionary Award I - 2000 Received from peer organization for performance in session described under SVE 1 - 2000. - Sprint Values Excellence (SVE) Award II - 2000 Received from direct manager for support during largest ION release Show less