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Customer Service Project Manager

United States
March 19, 2018

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Professional Summary:

A highly adaptable, detail-oriented information technology professional with more than 22 years experience in both business operations and information technology systems.

Background in analysis, design and development of complex business solutions in a large IBM mainframe environment, client server environment, E-Commerce Web Development arena and Windows based applications in various types of business sectors.

Experience in Requirements Gathering, System Specification Development, Data mapping, workflow analysis using Microsoft Visio, UML, Object Oriented Analysis, team leadership and SOX compliance.

Experience in all aspects of Project lifecycle. Preparation project charters, scope documents, cost analysis, requirements definition, technical specs, complete QA testing with test cases support, preparation of defect reports, provide training to users, implementation support as well as first line production support.

Professional Experience:

SPRINT/BOOST MOBILE – Prepaid Wireless, Irvine, CA Dec 2008 – Present

Senior Business Analyst - Program/Project Design Manager II

Responsible for Business development & project management of Boost-4U IVR application in support of ~2 million calls a day. Prepare business cases for proposed projects, detailed Business/System requirements, participate in discovery sessions, review detailed system designs, recommend changes to enterprise API transactions, and perform UAT testing prior, during and after Major Enterprise and Agile with Discipline (AWD) releases in which I play a major role in requirements, design, implementation and production support

Responsible for major platform redesign of IVR application with 3rd party vendor, IBM to IBM WVR VXML platform that resulted in 25% increase in containment rate resulting in average cost savings to customer care of ~$2.3M a month and overall containment of steady at 75%.

Support new business projects as they develop with the business teams. Provide production support on an ongoing basis with constant analysis and testing of issues.

Prepare and manage voice scripts, recording & implement both English & Spanish voice slots to production.

Use Nice & ClickFox reporting to prepare to analyze areas of concern within the IVR production application.

Perform QA/UAT testing for all releases. Prepare test cases and time determination.

CITICORP – Argent Mortgage, Orange CA Aug 2004 – November 2008

Team Lead – Business/Systems Analyst

Lead team of 6 business analysts for requirements gathering, review of analyst work with training and support. Mentor fellow analysts to improve requirements gathering and Team building skills.

Act as liaison between business Partners and IT group, Set up JAD sessions with business partners and development for the purpose of finalizing requirements for enhancements and project work to the Empower Loan Origination application, e-commerce website & various applications in support of Loan Orgination.

Prepare business and functional requirements using Use Cases, Microsoft Word, Visio, Excel, Visual Source Save, Rational Tools, ClearCase, ClearQuest Test Director, PLSQL Developer for writing SQL queries. Provide first line testing as required and work with users on User Acceptance testing.

Work directly with development team to develop business rules for the pricing engine to ensure correct business pricing of loans and other business rules to ensure corporate & legal policy is sustained.

Act as first-line on-call analyst for defect analysis, determination resolution in production environment and work with developers to fix issues and keep production functioning, being available on call at any time.

Act as Project Manager and Lead Business/System Analyst on Medium & Large Enterprise Projects on all systems including e-commerce company website.


Senior Business/Systems Analyst

Liaison between business Partners and IT group for the purpose of gathering requirements for Automated Underwriting System via e-Commerce Web Application. Prepare business, functional requirements and screen design for automation of Credit Reporting data and online Loan Prequalification application. Work directly with Project manager to determine dates on deliverables. Provide technical solutions to the business. Conduct meetings with user to finalize requirements. Meet with Vendor on ongoing basis to establish requirements definition for application development as well as testing of new releases.

WELLPOINT HEALTH NETWORKS, Thousand Oaks, CA April 1991 – April 2004

Senior Business/Systems Analyst (May 1997 – April 2000 & Sept 2001 – April 2004)

Act as a liaison between Business Partners and IT to gathering business/system requirements necessary to complete a project in a large Mainframe environment. Experience in all aspects of the Software Development Lifecycle. Perform Project Management for small to medium projects, including Project Charters, Scope Documents and Project Plans.

Prepare QA test plans and execute. Prepare, maintain and report on defects as necessary. Use of Object Oriented Analysis and Design using UML and Use cases for the design of system specifications. Worked as liaison for department on Sarbanes-Oxley reporting and preparation for departmental changes to comply.

Responsible for facilitation of work sessions as well as JAD sessions to finalize requirements with users and development staff. Obtain formal approval of development baseline. Perform issue tracking via a Microsoft Access application and work with users to facilitate User acceptance testing.

Perform lead role in directing and assigning staff to current projects as needed.

Provide training materials as needed as well as documentation to support systems implementation.

Extensive experience in the Business Side of the Healthcare industry. Experience in claims processing, customer service, billing, provider recruitment, and HMO financials. Provide customer service management, team management and training department development, course development and actual class training.

Claims Supervisor-Manager (May 1996 – May 1997)

Lead Trainer (Nov 1995 – May 1996)

Lead Customer Service Associate IV (May 1994 – Nov 1995)

Claims Processor Associate III (April 1991 – May 1994)

TOYOTA FINANCIAL SYSTEMS/Partners Consulting, Torrance, CA Feb 2001 – Sept 2001

Senior Business Analyst

Responsible for requirements development for collaborative software implementation effort, between Toyota Financial Services and ALLTEL, designed to deliver a commercially marketable Automotive Captive Finance Software product to replace the existing loan origination system.

Responsible for setting up related JAD sessions with key Subject Matter Experts for the purpose of gathering business requirements for modifications of the base software to meet the needs of the business.

Update project status in Lotus Notes as needed and prepare status reports as required.

Perform system flow analysis for current online credit application and determine interface requirements necessary to link to new loan origination system. Perform QA testing on system releases and record issues.

NATIONAL INFORMATION CONSORTIUM, Westlake Village, CA April 2000 – Nov 2000

Senior Systems Analyst

Meet with clients, prepare business specifications, QA test plans, perform system testing for Web based software development as well as UAT testing.

Use Microsoft Visio for documentation of business and system flow. Document Oracle Database Schema via Erwin software and data modeling as needed.

Use of SQL Navigator to navigate Oracle database. Obtain a high exposure to Java, ASP, Java Script, and HTML as required by project needs. Work directly with the Development staff to maintain a high level of understanding of the business model. Map application fields to relational database within the Oracle 8i.

GENERAL AMERICAN LIFE INSURANCE, Burbank, CA Dec 1990 – April 1991

Senior Medical Claims Processor - Group Benefits

Responsible for Medical and Dental claims processing in a production based environment

Responsible for managing and mentoring several junior employees

AETNA LIFE AND CASUALTY, Peoria, IL & San Diego, CA Feb 1987 – Dec 1990

Medical Claims Processor – Group Benefits

Responsible for Medical and Dental claims processing in a production based environment

Responsible for reporting of department on a regular basis for the supervisor


Gathering Requirements; New Instruction

Object Oriented Analysis and Design; Hands on Technology Transfer

Project Engineer Training certificate, Computer Associates

Total Quality Management (TQM) certificate; Glendale Community College

Relational Database Management, Mindleaders online

Requirements Gathering, Learning Tree International

How To Supervise People, National Seminars Group


Illinois State University, Normal, Illinois

B.S., Economics, 1986, Minor: Business Administration

Illinois Central College, East Peoria, Illinois

A.S., Business Administration, 1980, Minor: Accounting

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