business analyst, technical writer, documentation, process improvement

BETH NACHISON

*** *** *** #**, ****** CT *****

203-***-**** • (c) 203-***-**** • *********@*********.***

Business Analysis and Process Improvement Professional

Professional Summary

Beth Nachison is an experienced professional with a strong background in business analysis, process analysis, and performance improvements, and particular expertise in documentation, analysis, business requirements, process enhancement, testing and change management for the insurance, financial services, health care and technology industries. She has worked effectively with stakeholders, subject matter experts and IT specialists to ensure close alignment of processes and systems with business objectives and to improve organization performance through the flexible application of methodologies (e.g. Six Sigma and Lean), industry standards, and best practices. She has demonstrated leadership and consistent high quality performance in a variety of complex, fast-paced client projects, and has proven ability to deliver work on time, on budget, and on point to meet project goals

Business Process Improvement • Business Process Analysis • Lean • Project Management • Six Sigma

SIPOC • Gap Analysis • Requirements Gathering • Controls Identification • Management Consulting

Documentation • Policies and Procedures • Job Descriptions • SOPs • QA • Efficiency Audit • Quality

Business Analysis • Functional Specs • Data Models • Systems Architecture • Test Plans • Workflow • UAT• SQL

Capacity Assessment • Usability Assessment • IT Effectiveness • Process Mapping • Process Modeling • Testing

Instructional Design • Training • Writing • Editing • Research • Technical Writing • Change Management

PROFESSIONAL EXPERIENCE

Knights of Columbus • New Haven CT • April 2015-March 2016

A membership life insurance organization

Business Analyst (consultant)

Performed analysis, documentation, and process design to support major initiatives around life insurance and annuities products, including agent assignment processes, automated workflow, and tax vendor selection, as well as internal process improvements and production maintenance. Worked closely with technical and business SMEs to analyze needs, elicit and document requirements, develop implementation approaches, and design and document new and enhanced processes and procedures. Prepared technical and business documentation including business requirements, conceptual designs and functional specs, current/future state process and data maps, user and system workflows, queries, test plans, and presentation materials. Established new documentation standards and models adopted by the department. Assisted department management to improve internal and interdepartmental processes.

AIG • Wilton CT • August 2013-March 2015

A major insurance organization

Technical Writer/Senior Business Analyst (consultant)

Prepared technical and business documentation for systems and processes supporting investments, risk management, and CCAR stress testing in an Agile development environment. Worked closely with technical and business SMEs to document requirements and systems for developers, end users, and audit/compliance, including business requirements, technical design documents, user guides, functional specs, runbooks, test plans, process and data maps, system architecture models, workflow design, change management, and model implementation documentation. Supported new initiatives, enhancements and production maintenance.

AXA Equitable • Farmington CT • May-July 2013

A major insurance organization

Documentation Specialist (consultant)

Documented systems and processes supporting broker compensation. Worked closely with SMEs to develop detailed documentation, including screenshots, work instructions, job aids and user manuals to enable continuity of critical broker operations through organizational restructuring and relocation.

Performance Plus Inc. • Piscataway NJ 08854 • Feb 2004-Feb 2013

A consulting firm focused on process improvement. Clients included MetLife, Prudential, Health Net, New York Life, Schering Plough, Eisai, Johnson & Johnson, & Unified

Senior Consultant/Senior Analyst

Engagement work has included:

Performed project management, including project scoping, workplan development, progress tracking, and client reporting for project teams, including cross-functional and multi-locational teams of 2-10 people.

Analyzed current-state processes of the Group Insurance marketing department of a major Insurance Industry client, documenting business processes and activities, and evaluating effectiveness of current processes in supporting business needs of customers and stakeholders. Utilized Lean Six Sigma methodologies to develop specific recommendations for future state process enhancement and organizational re-structuring, including projected implementation steps and change management framework.

Performed current state discovery and analysis and participated in future state design of eligibility, enrollment, policy administration and billing processes across many core lines of business for a major Insurance Industry client. Developed process maps and process documentation, identified core activities, inputs, outputs, and system dependencies, analyzed and compared process elements, and developed business requirements documents to support multi-phase development of a common IT processing platform.

Performed a usability review of the primary administrative IT system of a healthcare-related unit of a major Insurance Industry client. Facilitated meetings with users and stakeholders to identify and prioritize key usability issues for IT enhancement and process improvement.

Analyzed process-related data issues impacting effective setup and administration of plans for a healthcare-related product of a major Insurance Industry client, employed Lean Six Sigma methodologies to identify and prioritize issues, developed collaborative solutions, and worked with stakeholders across multiple business areas to implement improvements. Developed testing scenarios for UAT of implemented solutions.

Documented and analyzed end-to-end administrative processes and controls for a healthcare-related division of a major Insurance Industry client, developed process maps and narratives, identified existing and desired controls, documented observations of process effectiveness and areas of opportunity, and performed detailed analysis of selected areas of concerned, including underwriting, claims, and enrollment. Identified opportunities for improvement and facilitated implementation of process and IT solutions for prioritized issues. Supported testing and phased rollout of IT enhancements.

Documented current state processes, including regional variations, for the Medical Management function of a major Health Insurance organization. Assisted development of effective training protocols to support nation-wide implementation of a new technology infrastructure integrating all phases of Medical Management operations.

Led a small team to perform Current State Analysis of administrative processes around a high-value Defined Benefit product for a major Insurance Industry client, including process maps and narratives, analysis of IT system impact on operational processes and outcomes, and documentation of detailed customer-specific process customizations. Numerous opportunities for process improvement were identified, and deeper analyses were consequently undertaken to drive re-engineering of highlighted issues with significant bottom-line impacts. Documented business requirements for system enhancements.

Identified improvement opportunities and supported change implementation in voluntary product enrollment processes for a major insurance industry client, using Six Sigma and Lean tools and methodologies. Performed end-to-end productivity assessment of mid-large group voluntary product enrollment processes for a major insurance industry client, including evaluation of core business processes, resource capacity, staff model development, organizational structure, technology capability and infrastructure abilities, and cost/efficiency structures. Designed future-state process enhancement and organizational re-structuring, captured detailed business requirements for enhanced systems and tools, and assisted implementation of enhanced processes to support projected growth with greater operational effectiveness, more consistent quality, and improved customer experience.

Performed Current State Analysis of comparable compensation-related processes across multiple product lines for a Fortune 20 Insurance Industry client, including development of process maps and narratives, identifying inputs, outputs, and system dependencies, and comparative analysis of process elements for cross-product standardization on a common IT processing platform.

Supported Medicare Part D rollout for a major Health Insurance client by developing product and process communications and training for sales and customer service staff with customization for multiple geographic divisions. Developed SOPs, job aids, and customized training for a third-party call center to service Medicare Part D sales and customer onboarding

Documented user needs and business requirements for a major pharmaceutical organization in nine countries to support global implementation of an IT system supporting medical diagnostic products. Developed user documentation and online help for stable system elements and established a plan for ongoing enhancement and training as new system modules rolled out

Documented policies, procedures, SOPs and technical work instructions for the HR, finance, and operational areas of a startup social media advertising organization. Established documentation and knowledge mgmt standards to support rapid growth of workforce size and operational complexity.

Performed a Capacity Review of a specialty life insurance group within a major Insurance Industry client, including process documentation, workflow analysis, task and talent assessment, IT effectiveness evaluation, efficiency assessment, and development of a capacity modeling tool. Developed numerous specific recommendations to improve IT leverage and resource utilization to meet customer expectations

Documented Claims and Premium processing in different market segments (Small, Mid-Large, National Accounts) for a major Insurance Industry client to support integration of an acquired business into the organization. Documented processes in the acquired business to develop integration business requirements.

Documented sales-support and agency-support processes and performance metrics at multiple field offices of a major Insurance Industry client, analyzed variations between locations in processing, office management, training and performance metrics and identified best practices for different office types.

Apex Performance Inc. • Piscataway NJ • Feb 2000-Jan 2004

A performance improvement consulting firm specializing in training-centered solutions

Instructional Designer

Developed courses (including content and audience analysis, leaders guides, large- and small-group activities, presentation materials and participant toolkits) for corporate clients, and revised courses after delivery.

DSL.Net • New Haven CT• 1999-2000

A nationwide provider of DSL services to commercial customers

Documentation Specialist

GE Learning Solutions • Shelton CT• 1999

An internal provider of elearning solutions to support operations in a variety of GE business units

Instructional Designer/Editor

Project X • Yale University • New Haven CT• 1998-1999

A major Oracle implementation project for HR and finance at Yale University

Technical Writer, Policies and Procedures Group

EDUCATION

BA, Dartmouth College, Hanover NH

PhD, History, University of Iowa, Iowa City IA

CERTIFICATION

Six Sigma Lean/DFSS, Six Sigma Online

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