Customer Service Project Manager
Resume:
JEFFREY R BROOKS
Bloomfield, NY 14469
585-***-**** Cell ***********@*****.***
SUMMARY
Experienced Project Manager, System Analyst, Business Analyst. Professional with track record providing strategic and operational expertise to enhance workforce results achieves compliance, and increase employee satisfaction and shareholder value.
Project Manager System Analyst
Policy & Procedures Development Benefits Design & Administration
Business Analyst Customer Service Oriented
Organizational Leadership Process Improvement
Software applications include:
MS Office which included Word, Excel and PowerPoint, Rational Requisite Pro and Blue Print
PROFFESSIONAL EXPERIENCE
Paychex Inc. (Modis)
Business Analyst December 2014 - Present
Understand customers’ business processes
Working with team members to realize business solutions using Agile methodologies
Gather, interpret, and translate customer needs into functional and nonfunctional requirements
Ability to manage multiple activities and meeting deadlines
Very organized and flexible
Ability to do research with attention to detail
Strong listening, verbal and written communication skills
Facilitate meetings, meet/interview to do analysis and document business requirements, use cases, workflow process’s
Work closely with the Product Owner and Scrum Master on a daily bases to look for process improvements within the two Framework teams and UX
Ability to work independently and jointly in a structured and/or unstructured environments in a self-directed way
Forward thinking, being able to think outside the box
Experience with JIRA, RTC, RRC, Confluence and the NFR process
MVP (CIBER, Inc)
System Analyst July 2013 – Dec 2014
Plans, organizes, designs, creates and modifies system specifications
Managing user requirements
During Corporate/IT Initiatives works closely with Business Analyst, Architects, Developers and Project Managers.
Mentors, coaches and trains team members to increase overall expertise of organization.
Proficient with gathering, analyzing, documenting and validating functional and non-functional requirements.
Exhibits logical thinking abilities, problem solving, communication (written and verbal), interpersonal skills
Effectively prioritize and plan assignments and projects in a high-pressure environment.
Proactive communicator with all levels of staff with ability to maintain open communication.
Effectively facilitate meetings and interact with all levels of business, technical and end users to improve customer service and continuously improve project delivery.
Highly self-motivated and directed.
Identifying options for potential solutions and assessing them for both technical and business suitability.
Working closely with developers and a variety of end users to ensure technical compatibility and user satisfaction.
Ensuring that deadlines are met.
Drawing up a testing schedule for the complete system.
Overseeing the implementation of a new system.
Planning and working flexibly to a deadline.
Providing training to end users of a new system.
Keeping up to date with technical and industry developments.
Xerox (CIBER, Inc) September 2012 – July 2013
Business System Analyst
Gathered and documented requirements.
Worked directly with department managers to assist them in their duties.
Recommended, evaluated, and participates in system enhancements.
Communicates and collaborates with customers to analyze needs and functional requirements
Documented Functional requirements, Business requirements, Use Cases, and Test Scripts
Created Visio process flows
Liaison between Operations and IT
Independent Health (Tek Systems) October 2011 – September 2012
Business Analyst
Gathered and documented requirements for the Medicare CAP Project.
Liaison between Operations and IT.
Created excel spreadsheets with detailed requirements for “Agile Stories”.
Provided weekly updates to Stake Holders on progress of requirements.
Worked with Operational areas (Medicare Operations, Medicare Reconciliation, Medicare Customer Service, and Medicare Claims) to gather and write business requirements.
Created a template for all Medicare letters that are sent out systematically or manually.
Documenting high level requirements.
Gather cost and time estimates for all IT projects.
Excellus BlueCross BlueShield (Tek Systems) May 2009 – October 2011
Business Analyst
Provided business requirements for Operational areas.
Liaison between Operations and IT.
Wrote, developed and tested all Business Requirements and validate results
Intermediate SQL background to query the database and retrieve selected data that match the criteria specified.
Worked directly with department managers to assist them in their duties
Recommended, evaluated, and participates in system enhancements.
Over 16 years BA ’experience with standard BA tool sets such as process models, context diagrams, use cases and business and requirements functional design documents.
Requirements management and planning; Requirements elicitation; Requirements Analysis and Documentation; Requirements communication; Solution Assessment and Validation.
Communicates and collaborates with customers to analyze needs and functional requirements
Documented Functional requirements, Business requirements, Use Cases, and Test Scripts
Created Visio process flows
Experience working with Marketing and Sales on Sunset Project (new system).
Designed and implemented all process improvements within the department.
Developed operational policies and supervisory training programs.
Provided Business Partnership to executive management staff, which included Facilitating meetings, created and execute work plans, follow multiple projects from start to finish.
Developed, implemented and administered policies and programs for new Medicare products.
Train staff on new policies and procedures required by Medicare.
Implement all system changes per Medicare’s requests which included writing business requirements, testing system change and post production validation.
Excellus BlueCross BlueShield August 1989 – May 2009
Business Analyst
Worked with employer groups to set up and test all ANSI834 transactions
Created a comprehensive test plan to ensure the success of the electronic communications between employer groups and Excellus BCBS. Worked closely with Trading Partners Support to set up the Trading Partner Agreement
Submitted high volume of test cases to ensure what was submitted and what was processed and corrected any on-line transactions for resubmission.
Wrote all business requirements for Web Enrollment using Oracle database as the source of truth to store all data index files (e.g. Group numbers, packages, contract types, etc.)
Wrote all business requirements for Seibel (Marketing tool) which also used Oracle as the data index for Group numbers, packages, contract types, etc.
Provided business requirements for Operational areas.
Liaison between Operations and IT.
Wrote, developed and tested all Business Requirements and validate results in Req. Pro.
Recommended, evaluated, and participates in system enhancements.
Over 16 years BA ’experience with standard BA tool sets such as process models, context diagrams, use cases and business and requirements functional design documents.
Requirements management and planning; Requirements elicitation; Requirements Analysis and Documentation; Requirements communication; Solution Assessment and Validation.
Communicates and collaborates with customers to analyze needs and functional requirements.
Documented Functional requirements, Business requirements, Use Cases, and Test Scripts.
Created Visio process flows.
Designed and implemented all process improvements within the department.
Provided Business Partnership to executive management staff, which included Facilitating meetings, created and execute work plans, follow multiple projects from start to finish.
Assisted Head of Learning and Development Department, Trained management and their staff.
Worked with staff on a daily bases to correct any system issues, which included documenting all issues, prioritizing the issues with Management and writing requirements for IT.
Testing all system updates prior to implementation and post validation.
Document all system changes on the Membership Libraries, distribute document link to all staff
Provided management guidance & business partnership. Interpreted company policies and procedures and advised employees. Investigated and resolved complaints and issues. Interpreted and ensured compliance of applicable federal and state law.
Customer Service
Answered Customer Service calls which included Employer Groups and Customer calls.
Advised customers of benefits, premium, claims and complaints on company policies and procedures.
Investigated all customer complaints on claims, benefits and issues to effectively resolve issues
Interpreted and ensured compliance of applicable federal and state laws to all customers.
Recommended policies, procedures and/or training development for process improvement.
Crossed trained with Customer Service in order to answer calls from Employer groups, HMO, PPO, EPO subscriber lines and Dedicated Employer Groups.
EDUCATION
Caledonia-Mumford Central School
Listening, Customer First, Microsoft Word, Excel, PowerPoint, Visio, Public Speaking
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