Business Analyst / Operations Manager
Resume:
PROFESSIONAL SUMMARY
-Gathering Requirements
-Business Rule Documentation
-Requirement Traceability
-Needs Assessment
-Test Scripts
-Integration and UAT Testing
-Tier 2 User Support
-SQL Query
-Operations Management
-Operations Process Design
TRAINING & PROFESSIONAL CERTIFICATIONS
Writing Winning Proposals, Sep ’06, Shipley Associates
Certified Public Manager, December 2005,
University of Kansas, School of Mgt
Blaze Advisor Fundamentals, November 2003, FairIsaac Corporation
Certified Law Enforcement Officer, May 1985,
Kansas Law Enforcement Training Center
PROFESSIONAL EXPERIENCE
United States Postal Service, Wichita Customer Care Center
June 2017 – August 2017
Operations Manager
Manage supervisory staff in performance of their day to day activities
Oversees handling of all inbound and outbound customer contacts, in accordance with service levels for quality, efficiency and timeliness
Oversees planning, direction and coordination of the Center’s Agents in investigating, evaluating, and settling complaints and claims made by customers regarding postal products and services
Establishes and implements departmental policies, goals, objectives, and procedures.
Coordinates staffing requirements in conjunction with the workforce management staff
Serve on hiring boards to select applicants for interview, interview prospective employees, and provide final approval for hires
Make recommendations regarding training of new employees
Provide oversight of all personnel processes
Nebraska Dept. of Health & Human Services
January 2016 – June 2017
Sr. Business Systems Analyst
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.
Define acceptance test criteria, based on requirement and design documentation.
Development of system test scenarios, test plans and test scripts.
Creation of test cases.
Execution of system test scripts.
Analysis of the results of the test, and documenting the results and findings.
Development and execution of acceptance test scripts.
Protech Solutions
August 2015 – December 2015
Consultant / Sr. Business Analyst
Gather business requirements.
Review / Create Use Cases.
Mapping Requirements.
First Data Corp
March 2014 – February 2015
Consultant / Sr. Business Analyst
Assisted in JAD sessions gathering requirements for the State of Vermont Feasibility Study.
Completed Needs Assessment/Gap Analysis for the State of New Mexico PMO Project.
Assisted in the development of a MITA 3.0 and NHSIA compliant assessment tool.
Developed Gap Analysis Heat Map.
Created Requirements Database.
Assisted in NHSIA Assessment.
USA800, Inc – Halstead, Ks
July 2007 – August 2013
Director of Government Accounts and Call Centers
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 fewer than 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.
Development and execution of system and acceptance test plans and scripts for the LIHEAP CRM System.
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.
Secured a $1.6 Million contract to administer the Kansas LIHEAP Program.
Business Analyst for an in-house CRM system design project integrated with the State IV-D system.
Development and execution of system and acceptance test plans and scripts for the Child Support CRM 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.
Tier Technologies, Inc – Topeka, Ks
July 2006 – June 2007
Deputy Project Director
Process review and redesign leading to a significant reduction in misapplied payments.
Oversight of Customer Service, Payment Processing, Research, and Exceptions Departments.
Client Relations.
Kansas Dept of Social & Rehabilitation Services
September 2001 – June 2006
CSE Automation Manager – Sr Business Analyst
Led Kansas to full FSA ’88 and PRWORA certification.
Led JAD sessions and had oversight of all system changes through the full system development lifecycle.
Managed unit responsible for design and maintenance of the statewide Child Support Enforcement computer system.
Creation of business rules in support of system design changes.
Review and approve acceptance test plans.
Create and execute system test plans.
Lead JAD sessions.
Development of CSE policy and procedures.
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