BRANDON L. SPENCER

**** ******** ***** ******, ** 27253 336-***-**** ac2nph@r.postjobfree.com

CAREER OBJECTIVE

A highly skilled Business Analyst and Technical Writer with several years of experience in eliciting requirements and developing business functional designs to solve business problems through enabling technology and/or business process for specific business unit, process, or other focused solution context (domain) such as re-engineered desktop procedures, systems enhancements, configuration, etc. I have a successful background of facilitation of work sessions, documentation of requirements, development of requisite specifications, management of scope and input to technical design on various projects in various areas in the Enterprise.

SKILLS PROFILE

Able to work independently, exercise good judgment, and make fact-based decisions.

Written and verbal communication, including technical writing skills.

Work in a high-pressure environment and deal effectively with customers.

Excellent PC skills (e.g. MS Word, Excel, Power Point, Access, visual design tool).

Detail oriented, flexible, dependable and able to prioritize work and manage time effectively.

Ability to present ideas professionally and represent business unit or department in various workgroups and as subject matter expert.

Good customer-relations background.

Ability to work in teams and independently.

Written and verbal communication, including technical writing skills.

EMPLOYMENT HISTORY

Technical Writer, Blue Cross Blue Shield of North Carolina 2014-June 2017

Durham, NC

•Created, organized, and prepared operational procedures and manuals according to applicable federal and state standards.

•Analyzed written and electronic content for accuracy, completion, and continuity of style.

•Researched, revised, and reformatted existing BCBSNC documentation and manuals.

•Collaborated with other departmental heads to establish technical specifications to streamline written operational procedures.

•Maintained organizational, federal, and state updates and revisions and communicated changes, according to appropriate deadlines.

Business Analyst Associate, Blue Cross Blue Shield of North Carolina 2013-2014

Durham, NC

• Captured, analyzed, and documented business and user requirements.

• Developed new procedures, conduct walkthroughs, and produce specifications for system changes or recommendations for product and/or process changes. Work with management and staff to implement changes.

• Measured performance against industry benchmarks (e.g. corporate scorecard).

• Gathered data, perform analysis, and prepare reports on performance as it compares to metrics. Distribute reports and explain results to appropriate staff. Work with trainers to develop training programs that target problem areas.

• Supported business vendor relationships by documenting business issues, determining project needs, and supporting training as needed.

Operations Specialist, Blue Cross Blue Shield of North Carolina 2009-2013

Durham, NC

• Created and implemented desk procedures and job aids for the business needs.

• Assisted in developing alternatives for temporary or permanent system problems (i.e. “work around”) to reduce inventory.

• Recognized patterns of incorrect/incomplete submissions (i.e. claims, applications, etc) by customer, producers, providers, etc; educates customers, producers and providers etc. in correct BCBSNC practices according to Standard Operating Procedures (SOPs). Identifies and reports recurring problems and complaints to the appropriate manager.

• Monitored and maintain assigned reports (i.e. team level, inventory) on a daily basis.

• Trained less experienced employees and performs audits of their work. Informs supervisor of employee-related problems and recommends solutions. Performed training of less-experienced employees.

• Analyzed cross-functional support for all operational functions, which includes one-on-one training, auditing, and root cause analysis.

• Collaborated and participated with other areas such as project management, site coordinators, and medical review to address operational issues.

Claims Specialist, Blue Cross Blue Shield of North Carolina 2007-2009

• Processed a variety of customer transactions that involve host plan submission formatted claims, adjustments, and other party liability, non-standard pricing, and other special circumstances.

• Created ways to accurately and timely processing of claims and adjustments for all lines of business, and distributing work to the team members.

• Assisted management by identifying and analyzing opportunities for improvements in plan processes, policies, and services.

• Performed research and developed special projects to improvement operations.

Computer Operator, Mortgage Company of Virginia 2001 2007

Martinsville, VA

• Entered commands, using computer terminal, and activated controls on computer and peripheral equipment to integrate and operate equipment; assisted in labeling, classifying, cataloging and maintaining tapes.

• Performed routine tasks to maintain computer equipment and their peripherals.

• Used job set-up instructions to determine equipment to be used, order of use, material such as disks and paper to be loaded and control settings

• Observed peripheral equipment and error messages displayed on monitor of terminal to detect faulty output or machine stoppage.

• Assisted other areas in the transferring of media to/from offsite storage at the local

Education

Bassett High School – Bassett, VA

High School Diploma, 2001

Patrick Henry Community College, Martinsville VA

2001-2002

Contact this candidate