Customer Service Management
Resume:
CIARÁN O’SULLIVAN
Martinsville, NJ *****
******.****@*****.***
OBJECTIVE
Dynamic and skilled Business Analyst adept at managing projects within a fast-paced business environment. Professional background includes experience in moving companies from enterprise to cloud based systems and assisting companies in improving business processes & data management solutions. Resourceful and strategic thinker with work history spanning multiple industries including insurance, manufacturing, finance, pharmaceutical, and customer service. A well organized, effective multi-tasker with excellent communication and interpersonal skills who adapts to new environments and learns quickly.
SKILLS
Requirements Analysis/Gathering
Agile methodology (JIRA)
Business Process Improvement
Software Validation
Quality Process Documentation
CRM Platform Implementation (salesforce.com)
Microsoft Office, Apex Data Loader, and Salesforce.com
EXPERIENCE
Business Analyst (Consultant)
IBIS Inc. – Princeton, NJ
Oct 2015 – Present
Consultant BA for EICON, a cloud-based enterprise solution for medical image data management.
Managed stakeholder relationships with clinicians, data management, regulatory and technology teams
Documented requirements & workflows
Contributed to system documentation, training materials, and audit preparation as part of comprehensive end to end SDLC
Actively participated in the Agile process (JIRA) by creating user stories, working with Product Manager to groom backlog, and working with QA and end users on UAT
Consultant BA for BonApp, a social media platform for the hospitality sector, bringing together social media, flexible marketing, and restaurant management on a cloud/mobile platform.
Worked with restaurant owners & diner user groups to refine and prioritize requirements
Business Analyst Nov 2011 – Sep 2015
TMNA Services LLC – Bala Cynwyd, PA
BA for in-house Property & Casualty insurance systems.
Collaborated with Product Managers and Business Leaders to solicit, analyze, and document business needs
Evaluated and analyzed information gathered from multiple sources (Business Leaders, Project Management, and Enterprise Architecture), reconciled conflicts between these sources, and decomposed business needs into functional requirements/user stories
Collaborated with Architects and System Analysts to analyze and facilitate the development of potential solution concepts, evaluated the feasibility/cost of these solutions, and planned the execution of work
Played a lead role in the implementation of a mobile platform for the Policy Administration System for use by consultants in the field
Business Analyst (Consultant)
Jun 2011 – Nov 2011
Conigent – Cherry Hill, NJ
On-site partnership-focused consulting position – analyzed clients’ business requirements, developed designs, and implemented solutions
Successfully implemented Salesforce.com for nearly 4,000 users across multiple divisions for a $13B manufacturing company.
Specific areas of concentration included: Salesforce.com service & support, system implementation and adoption, facilitating business process improvement, and ensuring data accuracy
Claims Examiner
Aug 2008 – Jun 2011
Reliance Standard Life Insurance – Philadelphia, PA
Executed prompt and complete investigations of claims while interpreting and administering a variety of contract provisions
Provided effective claim service to a range of clientele including claimants, agents, brokers, attorneys, employers, and physicians
Efficiently maintained a 200+ claim caseload, met unit guidelines relative to processing time, and recorded weekly management reports
Account Executive/Broker – Annuity Purchase Program Aug 2007 – Aug 2008
JG Wentworth – Bryn Mawr, PA
Secured contracts for clients’ annuity payments while building and maintaining relationships
Acted as liaison and facilitator between clients and insurance companies
Consistently exceeded monthly sales expectations
Quality Assurance Analyst May 2005 – May 2007
IBIS Inc. – Princeton, NJ
Assisted in developing validated software for clinical research data agencies
Areas of expertise include: software validation, quality process documentation, drafting test plans, scripts, and reports
EDUCATION
Temple University – Fox School of Business
Philadelphia, PA
Bachelor of Business Administration: Marketing; Real Estate (Cum Laude) 2006
Contact this candidate