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Customer Service Analyst

Location:
Nether Providence, Pennsylvania, 19086, United States
Posted:
May 10, 2019

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Resume:

BRIAN J. ROEDER Cell: 484-***-****

*** ******** ***, ***********, ** 19086 Email: ac9cia@r.postjobfree.com

Profile

Worked in multiple roles in IT, Mobile, Financial Services, Healthcare/Retail.

Excellent track record of bringing cross-functional projects to completion on time.

Proven ability to work within SDLC (System Development Life Cycle) to help identify best business solutions.

Strong organizational and communication skills and ability to work with others to meet deadlines.

Experienced in delivering presentations and training programs to diverse groups.

Ability to work in dynamic, collaborative environment.

Professional Experience Contracting

Wells Fargo, Remote

May 2018 – Jan 2019

Business Analyst

Improved current business processes creating Visio diagrams in Cyber Threat Management.

Created and modifying business procedure documents.

Reported to senior managers assisting to help complete governance guidelines

Lead project using business process improvements collaborative approach.

Utilized Confluence, JIRA and Sharepoint.

JPMorgan Chase, Wilmington, DE

Sept 2017 – Feb 2018

Enterprise Business Analyst – Card Business Engineering

Created Charter, Scope, gathered requirements and created user stories working with stakeholders.

Lead projects using a standard business improvement collaborative approach.

Worked in Agile Scrum teams and Product Backlog to obtain sprint goal.

Created Data Map/Process diagrams of current and future state diagrams using Visio.

Reported to Project Manager and with key stakeholders to ensure delivery of timelines and reporting.

JIRA and Excel (pivot tables, VLOOKUP) for data analysis.

City of Philadelphia, PA

Sept 2016 – June 2017

Sr. Business Analyst

Created and managed Project Plan for Legacy Migration Elimination Plan.

Assisted with creation of User Interface mock ups with IT utilizing Wireframe Sketcher.

Worked with IT/Business to create user stories and gather functional/non-functional requirements.

Created Data Map/Process diagrams of current and future state diagrams using Visio and BPMN (Business Process Modeling Notation) methodologies.

Managed weekly status reporting with key stakeholders to ensure delivery of commitments.

Utilized Sharepoint 2013, MS Access, SQL and Excel pivot tables for data analysis.

Comcast Cable, Philadelphia, PA

Jan 2016 – Aug 2016

Sr. Business Analyst

Assigned to team charged with implementing Comcast Customer Experience JIRA Application Company wide.

Reported to Senior Management, Project Managers and Stakeholders to maintain scope boundaries while gathering technical/functional requirements.

Supported developers in agile environment updating and testing application.

Tracked metrics; created Excel pivot table and SQL queries from JIRA data analyzing trends.

Conducted event planning and marketing efforts for organization wide internal brainstorming sessions

such as Lab Week, Innovation Day, Creation Nation, and Gadget Expos.

BRIAN J. ROEDER Cell: 484-***-****

Page 2 Email: ac9cia@r.postjobfree.com

RRDonnelley

July 2015- Dec 2015

Business Analyst

Assigned to understand and ensure accurate compliance with applying CMS regulation guidelines.

Gathered Anthem requirements to complete design and set-up of ANOC

(Annual Notice of Change) and EOC (Evidence of Coverage) documents.

Conducted review sessions according to scope document and gathering requirements.

Performed Quality Assessment Testing checks and review of documents before sending to print.

Performed a review and writing of logic mapping within a specified healthcare document.

Maintained SharePoint 2013 site as documents repository.

Dental Fix Rx, Franchise Business, Philadelphia, PA

Jan 2014-June 2015

Owner/Operator

Coordinated and communicated with over 400 prospective clients about On-Site repairs and service.

Promoted professional branding culture building relationships with doctors and staff.

Performed problem-solving techniques to resolve issues in most cost effective way.

Effectively listen to clients’ needs documenting repair requirements.

Independence Blue Cross, Philadelphia, PA

May 2013-Dec. 2013

Sr. Business Analyst

Assigned to enterprise-wide migration between Highmark and IBC project.

Worked as liaison among stakeholders in order to maintain projects scope.

Supported PMO to in preparing ad hoc presentations.

Created end-to-end process models for Mailroom, Customer Service and Claims/Billing areas

(GL, cash payments, collections) utilizing process flow modeling and Gap Analysis.

Converted 50 process flows from Metastorm ProVision to Visio.

Created additional 40 process flow capturing new processes to be incorporated.

Elicited requirements in BRD’s (Business Review Document) and collaborated with Technical writing

team producing over 100 desk level procedure manuals.

Amerihealth Caritas, Philadelphia, PA

Mar. 2012-Mar. 2013

Sr. Business Analyst

Worked with PMO on Medicare Advantage project; FACETS configuration within Trizetto.

Worked as liaison between IT and Business to define automated processes.

Provided support to PM’s planning meetings; managing emails and maintaining metrics

Conducted JAR Sessions to capture business requirements.

Utilized company Blueprint/VersionOne for Agile methodology for requirements / use case repository.

Created process maps for Accounts Receivable/Payable, Claims Adjudication/Audit steps.

Elicited clear and consistent requirements to meet quality goals utilizing Agile Methodology.

Created over 30 detailed Process Flow diagrams in VISIO, utilizing interfaces and sub process.

Worked with SQL, Oracle, Access and Microsoft Word, Excel, PowerPoint and Outlook.

Techwave Inc, Exton, PA

Mar. 2011- Mar. 2012

Sr. Business Analyst

Created current-state process map for Peabody and Pfizer companies to reflect the loading and unloading of freight cars processes as well as the processes for filling and packaging orders.

Collaborated and drafted through virtual meetings modeling initiatives utilizing

ARIS software showing level 4 detail. Supplied over 50 detailed flow diagrams.

Utilized knowledge of Lean and Six Sigma methodologies detecting defects within current process.

Development of KPI’s (Key Performance Indicators).

Developed knowledge base in Business Process Management (BPM) and Enterprise Architecture.

BRIAN J. ROEDER Cell: 484-***-****

Page 2 Email: ac9cia@r.postjobfree.com

TARGET, INC, Delran, NJ

Apr. 2005- Jan. 2008

Executive Logistics

Managed operations for $55 million store, purchasing, vendor freight and price accuracy.

Utilized Oracle and SQL platform to create queries on inventory and forecasting.

Successfully lead teams 20-50 people, using strong organizational and communication skills.

Interpreted workload reports, forecasting product shipments, communicated and achieved daily

productivity goals related to merchandise unloading, pushing, and stocking.

Demonstrated marketer and merchandiser skills by increasing sales by 5%.

Achieved overall store operational score of 98%, company average 87%.

Retained 97% of team through group motivation, support, and recognition.

Chosen as one of 5 stores out of 50 in state to pilot new store unloading and stocking process and

became the training center for the process.

Maintained effectiveness when experienced major changes in work tasks or the work environment;

adjusted effectively to work within new work structures, processes, requirements, and/or cultures.

Methodologies

Agile, Scrum and Waterfall

Software/Applications

MS Project, Sharepoint 2013, Microsoft Word, Excel, Powerpoint, Outlook, Access, Publisher, Visio, SQL, Oracle, MetaStorm Pro Vision, ARIS Modeler, Blueprint, VersionOne, JIRA Confluence, Wireframe Sketcher.

Education

SCM / Scrum Master Certified – Scrum Alliance, Philadelphia, PA – Nov. 2017

MBA / Business Process Management – Widener University, Chester, PA - Dec. 2012

Certification Business Process Innovation, Widener University, Chester, PA

Bachelor of Science in Business - Business Administration, Southern Illinois University – Aug. 2000

Trained and in-depth knowledge of all ARIS platforms, Modeling - VAD, FAD, EPC.

Professional Development

Project Management Certificate – April 2016, Penn State Great Valley.

Affiliations

Project Management Institute (PMI), Member 2017

Military Experience 1995-2005

United State Navy, United States Naval Academy

Field Medical Service Corpsman



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