Data Analytics Professional Business Analyst / Reporting Specialist

Jennifer Crosland

Scranton, PA *****

************@*****.*** 570-***-****

Data Analytics Professional

Business Analyst / Reporting Specialist

Analytical IT Reporting Specialist with a demonstrated ability to work in a fast-paced environment, while focusing attention on accuracy, quality, and designated timeframes. Self-directed professional with diverse customer service experience including healthcare and insurance. Extensive knowledge of the fundamental elements of quality customer service operations. High achiever with a successful record of delivery and exceeding targets.

Data Analytics Configuration Analysis Business Operations Supervising

Professional Experience

COLLABERA INC., Morristown, NJ

Business Systems Analyst/MetLife 10/2017 to Present

Lead development of functional requirements and design documentation, facilitate testing and training. Gather, review, analyze, and evaluate business needs and translate those needs into functional requirements. Have working knowledge and implementation of the Software Development Life Cycle, using both Waterfall and Agile development methodologies.

Lead Business Analyst for customizing MetLife’s existing IVR with multifactor authentication fraud prevention capabilities, reducing up to 80% of the fraudulent calls

Work closely with Project Manager, architects, developers, Test team business users/BA’s and applicable outside entities (vendors and others)

Acts as the liaison between business end users and technical teams (IVR Architecture/Development teams) in support of numerous work orders/change requests/improvements to the current menu/call flows for IVR applications.

Design, develop grammars, and tune complex speech recognition IVR applications for business customers using speech science. Create prompt scripting and perform oversight of prompt recordings.

Point for coordinating effort, time, and functionality dependency / constraints between MetLife’s different Lines of Businesses (LOBs) using the same IVR/CIVR

Resource liaison for offshore consultants, coordinating data requirements between different vendors for MetLife’s IVR to prevent call fraud & reduce 30% of call center representative time spent

Responsible for presenting the future state end design to the Architecture Review Board (ARB) to ensure it meets client’s established Standards and Best practices

Responsible for documenting traditional and conversational IVR’s User Interaction (UI) Document and end-to-end call flows

Facilitate and coordinates the development of accurate, timely and detailed BSA effort cost estimates in the execution of IVR/CIVR projects, both major and minor.

Jennifer Crosland ************@*****.*** Page Two

MAXIMUS, INC., Pittston, PA

Business Analyst / Reporting Specialist 2014

Conduct statistical analysis and create metric reports across multiple data sources for a government-contracted healthcare program, the Affordable Care Act. Develop clear, comprehensive presentations for project stakeholders. Recommend compliant and effective business process improvements for the Health Insurance Marketplace appeal request program.

Support the appeal request process and optimally present business requirements/goals by deploying advanced features of Excel – VLOOKUP’s, PivotTables, PowerPivot, array functions, string manipulation, and highly advanced formulas.

Optimized performance by participating in a corporate-wide infrastructure reorganization, which resulted in 100% paper-free operations. Consistently adhered to contractual, state, and federal government regulations for Centers for Medicare and Medicaid Services (CMS) and General Dynamics Information Technology (GDIT). Provided executive status reports to track and measure progress.

Perform project management duties to organize and prioritize assignments and deliver daily, weekly, monthly, quarterly, and annual reports on schedule.

Streamlined Call Center transactions by identifying specific requirements and capturing data needed for production analysis

TMG HEALTH, Scranton, PA

Facets Configuration Analyst 2011

Analyzed, mapped, and configured the Facets system to comply with business needs according to Medicare, Medicaid, federal / state policy, and Client guidelines. Maintained existing procedure code, Diagnosis and ICD9 information within the Facets database. Provide mentoring to fellow Configuration Analysts.

Achieved a 25% higher claims adjudication rate and improved processing accuracy by analyzing existing system configuration to identify errors and suggesting methods for efficiency.

Increased Customer satisfaction, testing and implementing configuration solutions on issues presented by internal departments, Marketing, Membership & Billing, Operations, and Member Contracts, as well as external Clients.

Integrated collection mechanisms, by creating, updating, and maintaining back-end data-loads for SPCT/SRCT tables.

Decreased service issues, researching TOS overrides and Facets configuration concerns to resolution.

Established Customer Service production operations requirements to meet the corporate goal of increasing monthly performance by 30%. Implemented plans to encourage continuous improvement.

NOTIFYMD, Dunmore, PA

Operations Supervisor 2010

Designed strategies to improve business operations. Adjusted workforce schedules to meet fluctuating Call Center requirements. Acted as the primary point of contact for the creation and implementation of the corporate quality assurance program. Served as the office HIPAA compliance officer.

Utilized business systems to monitor departmental productivity, investigate trends, and recommend changes to continually improve work efficiency.

Supported business policies, establishing operational goals and objectives. Identified, analyzed, and addressed performance-related concerns which threatened achieving goals, with corrective action plans and education.

Maximized and secured optimum utilization of resources, requesting additional personnel to accommodate workload and recommending salary adjustments, promotions, and transfers, as necessary for existing employees.

Jennifer Crosland ************@*****.*** Page Three

LEGACY CONSULTING SERVICES, Plano, TX (for Blue Cross/Blue Shield)

Facets Configuration Analyst 2008

Configured new products and components including research, testing, and claim trouble shooting in Facets. Analyzed, mapped, and configured new codes, quarterly. Analyzed and configured benefit plan requests for medical products, complying with strict guidelines.

Resolved problems to resolution, researching claims for TOS overrides and Facets configuration issues.

Maintained effectiveness, updating procedures and developing work instructions for daily responsibilities.

Successfully prepared examination strategies and plans for system configuration changes, cognizant of business requirements and dependencies.

Education & Proficiencies

Technical HS Diploma, Business Major:

Scranton Technical High School, Scranton, PA

Proficiencies:

Jira software, SharePoint collaboration database, SalesForce Cloud CRM, Microsoft Office Suite (Excel, OneNote, PowerPoint, Project, Visio & Word) SQL, XLScheduler, ACD phone systems, IBM AS400, Facets 2.96, 4.11 and 4.21 databases.

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