Customer Service Software

Katie Helm

Pearland, TX *****

Mobile phone– 801-***-**** *********@*****.***

Summary

Business Analyst with leadership and collaborative attitude. Responsible for business improvement leveraging analytics and software development cycle. Familiarity with both Waterfall and Agile methodologies. Adept with handling multiple job responsibilities, team coordination and producing highly rated results in a fast-paced work environment. Exceptional with working well under pressure and making complex decisions independently with minimal supervision. Proven ability to build working relationships and collaborate with outside Vendors, interdepartmental, as well as Information Technology partners. Flexible and innovative; does well with adapting and finding ways to increase quality and efficiency thereby contributing to the State’s Triple and Double Crown awards over the past several years.

Skills

Strong Leadership

Problem Solving

Motivation

Time Management

Conflict Resolution

Customer Service/Relations

Business Analysis

Effective Oral and Written Communication

Intermediate PL SQL writing

Detail Oriented

Experience

Department of Workforce Services (8 Years)

Salt Lake City, UT

Senior Business Analyst

2/2011 – 8/2016

Serve as a liaison between business functions, particularly, software end users and IT developers in production and development cycles

Functioned in a lead role through several successful software development cycles which led to improved efficiency, meeting federal requirement, and long term cost effectiveness; experience and highlights include,

Draft through selection of a vendor in debit card RFP (request for proposal) process. Maintain role through development, production implementation, and also in continuing relations with U.S. Bank. Zero cost maintenance contract was obtained

Editing and documenting business requirements, writing technical documentation, and test scenario creation

Create and disburse training materials to end users maximizing new procedure and functionality transition

Software testing in a QA(mock) environment to validate existing and enhancement functionality after software updates

Log, track, and close hundreds of issues throughout multiple development cycles

Demonstrate excellent time management skills by handling multiple ongoing job duties and meeting all development deadlines Unemployment

Adjudicator

12/2008– 2/2011

Render eligibility determinations after initial review, collection of supporting documentation, and conducting fact finding interviews

Achieved 90% minimum monthly and 100% quarterly audit ratings, by The Department of Labor standards, for eligibility decisions rendered

Time management of multiple job duties based on deadlines and level of importance

Provide excellent customer service while serving as a technical expert pertaining to the law and minimizing processing time

Unemployment Claims Specialist

7/2008 – 12/2008

Accept in-bound calls to answer questions regarding UI law, collect detailed information, and to process new and continued claims

Exceed unit averages in number of calls handled and quality of information collected

Exercise independent judgment in identifying and resolving problems that may prevent or delay processing of claims and rendering eligibility determinations

Education

Bachelors: Criminal Justice, 2007

Boise State University– Boise, ID

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