Senior Business Analyst

• Nov 2019 - Present

Business Analyst

• Apr 2016 - Present

Business Analysis Manage multiple projects and guide them through implementation. Liaison between users and software vendors for production support as well as reporting bugs. Configuring new states in the system as filings are approved. *Managed and Implemented Insured Self-Service Portal for over 2800 insureds. *Managed and Implemented ACH Direct Deposit process for over 700 daily received transactions. Configure system enhancements and updates with the technical documentation of… Show more Business Analysis Manage multiple projects and guide them through implementation. Liaison between users and software vendors for production support as well as reporting bugs. Configuring new states in the system as filings are approved. *Managed and Implemented Insured Self-Service Portal for over 2800 insureds. *Managed and Implemented ACH Direct Deposit process for over 700 daily received transactions. Configure system enhancements and updates with the technical documentation of release notes. Facilitate training of business users, agents,insureds as well as off-shore teams. User Acceptance Testing (UAT). *Gathered requirements for over 20 new reports created to assist business managers in their daily job functions. *Supported over 200 production support tickets related to user and system issues. *Manage multiple projects in order to implement changes to the business due to system, regulatory or business updates. *Serves as liaison between the internal business and the external vendors. *Coordinate with developers while working on enhancement projects. *Train offshore team members. *Configure system features as detailed in release notes. *Create training guides for new features that are advertised, as well as training users. *Perform regression testing prior to pushing new releases to production. *Knowledge of Workers Compensation Manuals along with rating and algorithm *Run SQL queries in the database using SQL tools to analyse data sets in the database.

Enrollment System Analyst

• Sep 2014 - Dec 2015

Responsible for the coordination and implementation of electronic enrollment setups for external vendors. Serves as a liaison between the Brokers and assigned external vendors. Effective in gathering requirements, building use cases, utilizing test matrices and conducting User Acceptance Testing (UAT). • Successfully conducted UAT on over 60 unique vendor enrollment sites ensuring that quality standards were met and sites were DOI compliant. • Simultaneously manage up to 10-15… Show more Responsible for the coordination and implementation of electronic enrollment setups for external vendors. Serves as a liaison between the Brokers and assigned external vendors. Effective in gathering requirements, building use cases, utilizing test matrices and conducting User Acceptance Testing (UAT). • Successfully conducted UAT on over 60 unique vendor enrollment sites ensuring that quality standards were met and sites were DOI compliant. • Simultaneously manage up to 10-15 instances of unique site enrollments and ensuring that each site is rolled out meeting a minimum of meeting quality standards by 97%. • Conducts presentations to vendors and field agents to demonstrate the capabilities of the enrollment systems. These presentations increase customer satisfaction with the vendor and provide the field agents with knowledge to help acquire future business. • Construct and distribute reports to vendors which identify frequent data errors. These errors are then thoroughly explained to the vendor to help increase the integrity of the data being provided by the vendor, thus strengthening the relationship between the company and the vendor. Show less Responsible for the coordination and implementation of electronic enrollment setups for external vendors. Serves as a liaison between the Brokers and assigned external vendors. Effective in gathering requirements, building use cases, utilizing test matrices and conducting User Acceptance Testing (UAT). • Successfully conducted UAT on over 60 unique vendor enrollment sites ensuring that quality standards were met and sites were DOI compliant. • Simultaneously manage up to 10-15… Show more Responsible for the coordination and implementation of electronic enrollment setups for external vendors. Serves as a liaison between the Brokers and assigned external vendors. Effective in gathering requirements, building use cases, utilizing test matrices and conducting User Acceptance Testing (UAT). • Successfully conducted UAT on over 60 unique vendor enrollment sites ensuring that quality standards were met and sites were DOI compliant. • Simultaneously manage up to 10-15 instances of unique site enrollments and ensuring that each site is rolled out meeting a minimum of meeting quality standards by 97%. • Conducts presentations to vendors and field agents to demonstrate the capabilities of the enrollment systems. These presentations increase customer satisfaction with the vendor and provide the field agents with knowledge to help acquire future business. • Construct and distribute reports to vendors which identify frequent data errors. These errors are then thoroughly explained to the vendor to help increase the integrity of the data being provided by the vendor, thus strengthening the relationship between the company and the vendor. Show less

Sr. Service Advocate

• Oct 2011 - Sep 2014

Assisted beneficiaries with account and claim issues. Utilized exceptional communication skills to assist with individual and family benefits enrollment. Demonstrated strong problem solving and analytical skills to resolve issues with consumer accounts. • By developing and utilizing individual best practices, over 100 unique cases were able to be reviewed and processed in one business day. Thus allowing for full operational efficiency in the role while providing superb customer… Show more Assisted beneficiaries with account and claim issues. Utilized exceptional communication skills to assist with individual and family benefits enrollment. Demonstrated strong problem solving and analytical skills to resolve issues with consumer accounts. • By developing and utilizing individual best practices, over 100 unique cases were able to be reviewed and processed in one business day. Thus allowing for full operational efficiency in the role while providing superb customer satisfaction. • Contributed to the successful completion of 3 pilot projects which resulted in a service productivity increase of 30%. • Developed 2 scripts for State Health Plan benefits formulated from benefits guide for State of South Carolina which were later used throughout the organization. Show less Assisted beneficiaries with account and claim issues. Utilized exceptional communication skills to assist with individual and family benefits enrollment. Demonstrated strong problem solving and analytical skills to resolve issues with consumer accounts. • By developing and utilizing individual best practices, over 100 unique cases were able to be reviewed and processed in one business day. Thus allowing for full operational efficiency in the role while providing superb customer… Show more Assisted beneficiaries with account and claim issues. Utilized exceptional communication skills to assist with individual and family benefits enrollment. Demonstrated strong problem solving and analytical skills to resolve issues with consumer accounts. • By developing and utilizing individual best practices, over 100 unique cases were able to be reviewed and processed in one business day. Thus allowing for full operational efficiency in the role while providing superb customer satisfaction. • Contributed to the successful completion of 3 pilot projects which resulted in a service productivity increase of 30%. • Developed 2 scripts for State Health Plan benefits formulated from benefits guide for State of South Carolina which were later used throughout the organization. Show less

Technology Support Consultant

• Jan 2013 - Aug 2014

Provided technical assistance to 2 office locations ensuring the optimization of day-to-day operations. Services were provided remotely and onsite with on-call support as needed. • Provided oversight of an Access Database to properly track and store the company’s historical data including existing and legacy client information. • Proactively reviewed existing company software to identify compatibility issues with forecasted software upgrades. • Quickly resolved hardware and… Show more Provided technical assistance to 2 office locations ensuring the optimization of day-to-day operations. Services were provided remotely and onsite with on-call support as needed. • Provided oversight of an Access Database to properly track and store the company’s historical data including existing and legacy client information. • Proactively reviewed existing company software to identify compatibility issues with forecasted software upgrades. • Quickly resolved hardware and software issues by updating all workstations with proper drivers and patches. • Helped to ensure smooth daily operations with hardware setup and maintenance, this includes: printer, copier and fax. Show less Provided technical assistance to 2 office locations ensuring the optimization of day-to-day operations. Services were provided remotely and onsite with on-call support as needed. • Provided oversight of an Access Database to properly track and store the company’s historical data including existing and legacy client information. • Proactively reviewed existing company software to identify compatibility issues with forecasted software upgrades. • Quickly resolved hardware and… Show more Provided technical assistance to 2 office locations ensuring the optimization of day-to-day operations. Services were provided remotely and onsite with on-call support as needed. • Provided oversight of an Access Database to properly track and store the company’s historical data including existing and legacy client information. • Proactively reviewed existing company software to identify compatibility issues with forecasted software upgrades. • Quickly resolved hardware and software issues by updating all workstations with proper drivers and patches. • Helped to ensure smooth daily operations with hardware setup and maintenance, this includes: printer, copier and fax. Show less