Karen Giordano
Business Analyst at CWIE- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
Topline Score
Bio
Credentials
-
Certified Scrum Product Owner® (CSPO®)
Scrum Alliance
Experience
-
CWIE
-
IT Services and IT Consulting
-
1 - 100 Employee
-
Business Analyst
-
May 2014 - Present
-Compose a variety of documents to clearly define direction, design, and business requirements for company projects. -Closely coordinate with user interface (UI) architects to ensure effective, user-friendly products. -Fields daily questions, requests for clarifications, project changes, and user story update requests from a wide variety of stakeholders, including executives, the product/brand owners, software and database architects, software engineers, quality assurance (QA) engineers, testers, project managers, and operations departments. -Create countless requirements, user stories, and other documents for both internal and external customers and vendors. -Ensures documents and user stories retain version control and manage an electronic document repository, as well as numerous project backlogs. -Act as a Scrum product owner (for dozens of successful projects, at this point). -Collaborate with stakeholders to create and maintain the language of external facing communication and marketing materials. -Acts in an editorial capacity for documentation produced by other internal content-generation teams such as marketing, training, technical writing, and brand. -Oversees multi-stage review and approval process for internal scope documents, business requirements, and user stories. -Accustomed to thriving in stressful environments with a high degree of ambiguity -Ownership of billing enhancements project which resulted in an additional $100k in revenue, annually. -Successfully coordinated initiative to bring the company and its subsidiaries up to federal and global compliance standards (PCI DSS and GDPR) -Facilitated vendors and business migration and implementation of new HRIS (human resources information systems) for 4 different locations (US, Serbia, Malta, Amsterdam). -Collaborated with Salesforce vendor, internal leadership, third-party integration firm for migration and implementation of the CRM (customer relationship management) product. Show less
-
-
-
CCBill
-
United States
-
Financial Services
-
200 - 300 Employee
-
Support Representative
-
Oct 2008 - May 2014
-Acted in a supervisory capacity to call center employees. -Assisted Consumer Support reps (CSRs) with escalated IT issues. -Investigated complex payment processing incidents. -Developed standard operating procedure content for the department's first internal wiki. -Composed Consumer Support's response email templates. -Resolved consumer issues via phone, emails and chats. -Provided billing support, investigated fraud claims, assisted with troubleshooting access and IT issues. -Trained countless new representatives over the course of 3 years. -Sole individual responsible for responding to any Better Business Bureau (BBB) claims made by consumers. Show less
-
-
Education
-
Arizona State University
Bachelor of Arts - BA, European History -
2007 - 2011
Mesa Community College
Associate of Arts - AA
Community
