Senior Consultant

• Aug 2021 - Present

Sr Business Analyst

• Oct 2019 - Aug 2021

Business Analyst

• Jun 2018 - Oct 2019

Operations Manager, Customer Care Center

• Jun 2017 - Aug 2017

Senior Business System Analyst

• Jan 2016 - Jun 2017

• Participate in development of requirement specification documents, with responsibility to facilitate JAD sessions, • Document business requirements and objectives for initiating software modification with functional work flows, • Review and make recommendation to management regarding the solutions proposed by programming staff for system changes/enhancements, • Review system design documents and revalidate previously defined business processes, • Investigate and provide problem resolution for reported issues and concerns, and • Define acceptance test criteria, based on requirement and design documentation. Testing responsibilities will include • Development of test scenarios, test plans and test scripts, • Developing test conditions and test data, • Execution of test scripts, • Analysis of the results of the test, and documenting the results and findings.

Senior Business Analyst, Government Consultant

• Mar 2014 - Feb 2015

- Feasibility Study - Needs Assessment / Gap Analysis - Business Requirements Elicitation - Feasibility Study - Needs Assessment / Gap Analysis - Business Requirements Elicitation

Director of Government Accounts & Contact Centers, Sr. Business Analyst

• Jul 2007 - Aug 2013

-Business Development Role, reviewing potential opportunities, responding to RFP's, and meeting with prospective clients. - Played a key role in securing the Kansas Call Center Contract in July 2013. - Developed and implemented strategies to reduce turnover and absenteeism. This resulted in an 11% reduction in turnover from 2011 to 2012 and reduced absenteeism to under 5% monthly, with corresponding impact to operational costs. -Took the initiative to locate and contract with a local supplier saving 5% on all office supplies and consumables and eliminating shipping costs. -Led all company call centers in call quality, customer availability, and service level in 2012 and 2013 -Secured a contract to administer the Kansas LIHEAP Program. -Sole Business analyst in designing an in-house workflow system, integrated with the Kansas IV-A System for application eligibility -determination. -Key role in obtaining an optional renewal of the Kansas CSE Call Center Contract. -Ground up implementation of CSE Contact Center including oversight of facility build-out, hiring, process development, and day-to-day operations. - Business Analyst for an in-house CRM system design project integrated with the State IV-D system. - Development and Delivery of a Customer Service New Hire training program for Child Support Enforcement , the Kansas IV-D System, and the USA 800 CRM system

Deputy Project Manager, Kansas Payment Center

• Jul 2006 - Jun 2007

Day to day oversight of the Payment Processing, Court Order Entry, Research, and Customer Service Departments. Day to day oversight of the Payment Processing, Court Order Entry, Research, and Customer Service Departments.

CSE Automation Manager and Sr Business Analyst

• Jul 2001 - Jun 2006

Setting policy related to the IV-D system, managing a staff of Business Analysts and SMEs involved in system design, problem resolution, database maintenance, and UAT support. Leading JAD sessions, OCSE contact for annual DRA Audits, meet with Field Administrators for system related issues and issues affecting performance measures. Setting policy related to the IV-D system, managing a staff of Business Analysts and SMEs involved in system design, problem resolution, database maintenance, and UAT support. Leading JAD sessions, OCSE contact for annual DRA Audits, meet with Field Administrators for system related issues and issues affecting performance measures.