Project Customer Service

DAWN M. DARBY 207-***-****

Moody, ME ***** http://linkedin.com/in/dawn-m-darby *******@*****.**.***

SENIOR BUSINESS SYSTEMS ANALYST with extensive Project Management experience. Roles have included Business Analysis, Requirements Gathering and Definition, Testing, Training, and Implementation phases for several strategic initiatives involving integration of multiple application components into a single system. Additional experience in the Financial Field in roles including Analyst, Sales Compensation, Licensing, Complaint Resolution, and Supervisor.

Key Competencies:

Analytical mindset able to blend complex technical issues with business processes for efficiency gains

Collaborator with the ability to bridge internal & external stakeholders to achieve operational goals

Creative problem solving abilities

Liaison between IT and Business units

Re-engineering, data models, test strategies, and system development life cycle

Excellent research skills

Customer Service focused

EXPERIENCE

Liberty Mutual Insurance – Liberty Mutual Benefits 1991- 2017

Sr. Business Systems Analyst – Business Systems Analyst - Associate Business Analyst (1997- 2017)

Project Lead / Subject Matter Expert (SME) for several medium to large ($500,000-$1,000,000) scope projects. Description and particulars of each project are detailed in the Professional Projects section.

Performed Project Management roles; Business Analysis, Requirements Gathering and Definition, Testing, Training, and Implementation phases for several strategic initiatives involving integration of multiple application components into a single system.

Functioned as Family Medical Leave Product Subject Matter Expert; Possess in-depth knowledge of all major components of adjudication system and its communication with many systems. This includes relational databases, multiple interfaces for upstream and downstream applications, and complex functionality within several system components.

Provided process re-engineering that resulted in increased unit productivity and efficiency.

Managed cross Strategic Business Unit relationships in order to effectively identify and deliver operational objectives for multiple stakeholders, who at times, could have conflicting goals.

Developed cross-unit procedures for creation, tracking, and quality completion of account revisions. Merged system functionality with business processes in order to obtain most efficient method for achieving customer goal.

Conducted qualitative and quantitative research to improve performance levels including creation of a staffing metric.

Delivered system training for end users; created and maintained User Guide documentation.

Served on interdepartmental project teams to analyze business workflows and institute process enhancements.

Contract Change Specialist, Senior Specialist, Supervising Specialist, & Life & Annuity Specialist (1991 – 1997)

Supervised and trained technical and production staff of 15 people. Compiled performance measurement reports in order to identify any problematic trends.

Developed unit procedures to support new product introductions, and functioned as systems liaison to Information Systems and participated in new release testing.

Expedited complex cases, facilitated complaint resolution, & handled sales compensation adjustments.

Handled licensing, compensation, and compliance issues for all new business. Collaborated with Third Party Marketers to achieve growth objectives.

Led special projects including Mass Merchandising Immediate Compensation, Indirect Billing System Access, FlexLife 2000, and Auto Generated Correspondence.

PROFESSIONAL PROJECTS

Strategic Project - SystemOne.nxt Release 17.6 Enhanced Coordination & 15.3 Takeover Leave Functionality

Large scope and high visibility project – Developed business process and automated system functionality allowing for increased productivity in alignment with growing business needs, and the importation of conversion/takeover leaves from existing and new Family Medical Leave customers.

Performed the role of Project Lead or Co-Lead for all phases of projects from initiation to implementation, and down through management of conversion of existing customer accounts.

Articulated and documented the requirements, and obtained validation from the project stakeholders. Reviewed all system functional specifications, and provided input to corrections needed to meet the business need.

Developed, documented and communicated the Client Test Plan; established priorities for testing, assigned appropriate resources for testing highly complex functionality versus simplistic functionality, and coordinated all test preparation and other activities of the project team.

Successfully directed the production deployment validation activities and resources for these releases.

Created and delivered End-User training and procedural manuals for several business units.

DAWN M. DARBY 207-***-**** PAGE TWO

Liberty Mutual Insurance (continued)

Strategic Project –Leave Evaluation And Documentation System (LEADS) to SystemOne.nxt Release 15.0

High scope and high visibility project - Implemented reverse engineering LEADS functionality into new component of SystemOne.nxt and designed new functionality required per State Regulations. Completed business process re-engineering with Product Managers to merge new system with business unit procedures.

Performed Subject Matter Expert role - defined and translated Federal and State regulations into complex functionality needs. In lieu of business requirements for System Tasks and Entitlement Calculations, ensured the functional specifications met the business requirements, and enhancements needed for State Leave Administration and supported the current business processes.

Completed Component Lead for Client Acceptance Test (CAT) phase of project. Collaborated with Project Lead to allot test assignments to resources, tracked progress of CAT & kept Project Lead abreast of issues. Developed creative solution to bring CAT Phase back on schedule when completion stats lagged significantly behind target dates.

Managed team of 6 staff members assigned to develop End User Training Guide. Delivered 20+ hours of training to members of Product Unit, Support staff, and impacted IT unit members.

Project resulted in a successful re-launch of Family Medical Leave product line.

Efficiency & Upgrade Project – SystemOne.nxt Release 13.1, MyLibertyClaim.com and MyLibertyClaimStatus.com

Medium scope and high visibility project - Affected implementation of efficiency items into Disability Case Management System, and technical upgrade to external facing applications.

Executed Project Leader role for total project lifecycle of integrated multi-system enhancement upgrade.

Conducted project initiation; interfaced with Stakeholders to identify and write business requirements, completed test planning, utilized assigned resources to execute test phase, achieved effective implementation and closeout of project.

Strategic System Project- ExPRSCall 2.0

Large scope and high visibility project - Combined SBU Representatives from 6 different areas for enhancement of enterprise-wide call intake application.

Assisted in the defining of business requirements and data mapping rules, actively involved in the Conceptual & Detail Design phase, executed both Front End and Interface testing.

Participated in the testing of electronic interface files submitted by customers, verified accuracy of demographic feed into application, validated that data elements arrived properly in downstream adjudication systems, confirmed historical snapshot processes were functional.

Led migration of existing telephonic customers over to new application; designed processes to support individual customer needs, and completed transition ahead of target date.

DESIGNATIONS

Associate Customer Service, LOMA

Yellow Belt Six Sigma

AWARDS

Significant Achievement Awards - (1995, 1997, & 1999)

Recognizing Information Systems Excellence Awards for Telephonic Intake Systems – (1998 & 2000)

Sustained High Performer Award – (2000)

Service Excellence Award – (2007)

Platinum, Diamond, Diamond, Platinum, Silver, Gold Bravos respectively – (2003, 2005, 2006, 2010, 2011, & 2014)

PROFESSIONAL DEVELOPMENT

Project Management, Conflict Resolution, Advanced Facilitation Techniques for Requirement Development, Training the Trainer, Logical Data Modeling

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