Quality Assurance Service

Angela K. Dougall

**** ********* *****, **********, ******* 30052

917-***-**** ***********@*****.***

Business Analyst Professional

Summary of Qualifications

Accomplished, results-driven Business Analyst professional offering a

wealth of success increasing efficiencies, boosting sales and increasing

service levels within renowned financial service and insurance firms.

Proven manager who provides critical leadership to the organization and

executive team. Adept at driving efficiencies and improving team

performance. Demonstrated ability to learn and teach new concepts, easily

adapt to change and manage multiple tasks. Effective team builder and

leader who understands the necessity to develop quality products and

services.

CORE COMPETENCIES

. Project Management

. Training and Mentoring

. Process Modeling

. Auditing

. Data Structuring & Mapping

. Test Scenarios

. Gap Analysis

. Process Improvement

. Risk Mitigation & Assessment

Education & Licensure

MBA, Project Management, Keller Graduate School of Management, Duluth,

Georgia

Bachelor of Arts, Government and Public Administration, City University of

New York - John Jay College, New York, New York

Professional Experience

Consultant, Ultimate Benz LLC, Lithonia, Georgia

2013 to 2014

Utilized workflow chart to understand the business function, gathering

requirements, identifying problems, writing new procedures, recommending

changes in order to streamline the operational systems. Progressively

reducing customers' complains and building trusted relationship with

technical staffs.

. Providing good quality service to internal and external customers,

enforcing information and processes that best fit the needs of the

customers.

. Executing the day to day processing of customer data, account

receivable and payable; keeping, recovering and preparing estimates

when needed.

. Increasing efficiency and effectiveness of the Support Services

through quick problem resolutions, improvement in customer retention

and reducing operational cost.

Senior Business Analyst, McCamish Systems, Inc., Atlanta, Georgia

2006 to 2012

Coordinated with clients to enhance and streamline internal process and

technology. Forged relationships with clients including TIAA-CREF, Aetna,

Fidelity, Old Mutual, New York Life, FaithLife, Farmers and Athene. Worked

hand-in-hand with Project Managers to facilitate project completion.

Interviewed subject matter experts (SMEs) and key stakeholders to gather

business requirements. Developed test plans, test designs and test case

documentation. Conducted functional, regression and quality assurance (QA)

testing. Guaranteed adherence to Sarbanes-Oxley (SOX) regulations. Drove

process improvement through comprehensive analysis of bug fixes, risk

mitigation strategies, research, root cause analysis and testing.

. Coordinated planning of several projects with budget to $4 million;

implementing from conception to the end, delivered on schedule and

within budget.

. Performed varieties of highly complex bug fixes, researching

problems, performing root cause analysis, testing and ensuring

appropriate solutions are developed as per client's line of business.

. Managed the workflow and supervised over 5 Junior Business Analysts

ensuring they have the appropriate tools to document the business

artifacts.

. Trained and mentored System Engineers to ensure universal knowledge

of business requirements and process flows.

. Boosted operational efficiencies 30%.

. Conceptualized and implemented a Requirement Traceability Matrix to

ensure adherence to project requirements, timeline and budget.

Senior Service Consultant, New York Life Insurance Company, New York, New

York 2003 to 2006

Coordinated communications between four service centers and Compliance team

to assess strategic objectives in order to implement special projects,

identify risk mitigation opportunities and conduct business process

improvement. Collaborated with Tax Attorneys to analyze new reporting

regulations and ensure all forms and correspondence are accurately and

timely filed in compliance with all Federal and State mandates.

. Realized 99% accuracy on User Acceptance Testing (UAT) for tax forms

1099 and 5498.

. Guaranteed databases and operational support compliance with Federal

and State regulations through diligent data analysis on new and

existing functionalities.

Service Consultant, New York Life Insurance Company, New York, New York

2001 to 2003

Executed all duties related managing service levels, call volumes and

schedules. Enhanced client relationships through creation of a daily call

plan. Rapidly investigated and rectified customer inquiries from agents,

internal and external clients.

. Achieved a 98% Dalbar Score by demonstrating superior communications

skills, problem resolution and going the extra mile, ensuring

customer satisfaction.

. Shrunk call center customer complaints 90% within 12 months.

. Conserved 60% of policies within one year by strengthening client

relationships.

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