Business Systems Analyst Scrum Master Product Owner

Orashunda Kelly

*********@*****.*** 919-***-**** Fayetteville, NC

PROFILE SUMMARY

Results-driven professional with over 7 years of comprehensive experience in the health insurance industry, adept at leveraging business analysis, data management, and problem-solving skills to drive successful project outcomes. As a seasoned Business System Analyst at Blue Cross Blue Shield NC, I demonstrated expertise in operational system support, collaborating within scrum teams to deliver high-quality health insurance products and services. My background encompasses resolving complex production issues, coordinating with cross-functional teams, and ensuring regulatory compliance. Additionally, my military background as a Psychological Operations Specialist has equipped me with leadership and strategic planning abilities, essential for roles such as Product Owner, Scrum Master, and Business Analyst. Certified in Scrum and Lean methodologies, I am poised to excel in guiding project development, fostering collaboration, and optimizing business processes for enhanced efficiency and customer satisfaction.

CORE COMPETENCIES

Proficient in eliciting, analysing, and documenting business requirements, translating them into functional specifications, and aligning them with technical capabilities to drive project success.

Skilled in managing and analysing data to derive actionable insights, ensuring data accuracy, relevance, and completeness to support informed decision-making processes.

Demonstrated ability to troubleshoot issues, identify root causes, and develop effective solutions to enhance operational efficiency, mitigate risks, and address complex business challenges.

Experienced in coordinating cross-functional teams, facilitating communication between business stakeholders and IT, and ensuring alignment with project goals, timelines, and deliverables.

Certified in Scrum Master and Product Owner roles, proficient in applying Scrum principles and practices to drive iterative development, foster collaboration, and deliver value-added solutions.

Passionate about enhancing customer satisfaction and fostering positive customer experiences, adept at understanding customer needs, preferences, and pain points to tailor solutions that meet and exceed expectations.

Strong verbal and written communication skills, capable of effectively conveying technical information to non-technical stakeholders, facilitating productive discussions, and building consensus among team members.

Flexible and adaptable to changing business environments, able to quickly learn and apply new technologies, methodologies, and best practices to drive organizational success.

PROFESSIONAL SKILLS

Business analysis

Data management

Problem-solving

Project coordination

Regulatory compliance

Scrum methodology (Scrum Master, Product Owner)

Customer focus

Communication skills (verbal and written)

Leadership

Adaptability

PROFESSIONAL WORK EXPERIENCE

Blue Cross Blue Shield NC

Business System Analyst Apr 2021 – Apr 2024

Spearheaded the provision of comprehensive business and technical expertise, offering invaluable support in tackling operational system/application challenges and procedural hurdles for both business and IT stakeholders.

Successfully resolved medium to moderately complex production issues through meticulous triage, troubleshooting, and root cause analysis, ensuring minimal business impact and maximal operational efficiency.

Developed innovative business processes and bespoke solutions tailored to meet the organization's diverse goals, prioritizing quality, cost-effectiveness, and timely customer service delivery, while also ensuring stringent regulatory compliance.

Fostered seamless collaboration across interdisciplinary teams, orchestrating effective communication channels with IT counterparts, external vendors, and other key stakeholders to devise and implement sustainable long-term remedies.

Played a pivotal role in various phases of systems analysis, meticulously considering the business implications of technology applications within the dynamic organizational landscape.

Delivered exceptional user support, promptly addressing ad hoc inquiries and service requests, bolstering operational continuity and stakeholder satisfaction.

Championed issue resolution initiatives, driving the development of robust system support processes in tandem with IT counterparts, ensuring meticulous documentation, tracking, and reporting of all support activities.

Actively contributed to cross-functional projects and initiatives, leveraging strong analytical prowess to elicit and document business requirements, craft functional specifications, and align technical capabilities with organizational objectives.

Led as Business Lead/Coordinator on moderate-scale projects, demonstrating adept coordination skills and ensuring seamless integration between business and IT domains.

Orchestrated comprehensive testing plans in collaboration with business and IT teams, meticulously documenting test plans and scenarios, and conducting rigorous analysis to validate accuracy, relevance, and completeness of testing results.

Provided invaluable impact assessments and formulated strategic recommendations to business owners, empowering informed decision-making and risk mitigation strategies.

Actively supported IT with after-hours releases and software upgrades, exemplifying a commitment to organizational agility and technological innovation.

Agent Contact Center May 2017 – Apr 2021

Provided comprehensive support to agents, addressing inquiries related to consumer enrollments for both under and over 65 demographics.

Specialized in resolving queries pertaining to specific policies for both age brackets, directing requests effectively to relevant departments such as membership, billing, finance, and claims under 65.

Leveraged extensive experience with a wide array of software and tools including Genesis, Web Now, Facets, Agent Portal, and more, ensuring seamless operations and enhanced productivity.

Proficiently utilized platforms such as 834 App Tool, Magic, Siebel, Microsoft Office suite, Amysis, Macess, PPU, BB&T Lock Box, ImageNow, and RightFax, along with Salesforce applications like Buy Online, PSOR, and Ex. Health, to streamline processes and optimize agent efficiency.

Direct Sales Contractor Oct 2016 – May 2017

Provided personalized guidance to both new and existing customers, aiding in the understanding of healthcare plans, benefits, and rate structures.

Streamlined the enrollment process for customers by efficiently escalating inquiries through the Onexchange Marketplace platform, ensuring swift resolution and customer satisfaction.

Standards Based Solutions Client Service Assistant/Client Service Manager Jan 2015 – Aug 2016

Orchestrated seamless client management processes including referrals, intake, assessment, authorizations, billings, and claims, ensuring streamlined operations and optimal service delivery.

Produced comprehensive Document Summaries, synthesizing Peer and Individual Support Worker service notes to facilitate efficient decision-making and client support.

Executed meticulous data entry of financial records encompassing revenue, expenses, and payroll using Excel spreadsheets, ensuring accuracy and compliance with organizational standards.

Provided expert guidance and support in ADP Payroll processing and tax form preparation, ensuring adherence to regulatory requirements and facilitating smooth payroll operations.

Played a pivotal role as Administrative Assistant to the CEO and Client Service and Finance Directors, offering invaluable administrative support and contributing to the overall efficiency of executive operations.

Personal Care Assistant Sep 2013 – Jan 2015

Provided compassionate and comprehensive support to an individual with mental illness, enhancing their quality of life through assistance with daily living tasks including laundry, meal preparation, and household upkeep.

Ensured adherence to medication schedules and facilitated medication pick-ups, promoting wellness and self-care.

Accompanied the individual to medical and non-medical appointments, offering valuable support and advocacy.

Assisted with household budgeting, empowering the individual to manage finances effectively and independently.

Fostered a supportive environment conducive to personal growth and autonomy, encouraging self-advocacy and empowerment.

Professional Fundraiser at Integral Resources, Inc. Apr 2013 – Sep 2013

Engaged with both previous and prospective donors on behalf of political and charitable organizations within a dynamic call center environment.

Provided comprehensive training to new team members, ensuring their proficiency in conducting effective calls and maximizing donation potential.

Managed disposition calls with tact and professionalism, maintaining a positive donor experience throughout the interaction.

Successfully secured donations ranging up to $2,000.00, showcasing persuasive communication and relationship-building skills.

Prioritized donor confidentiality by diligently safeguarding sensitive information, including credit card details, in accordance with industry standards.

Updated donor records with accuracy and attention to detail, ensuring the integrity of organizational databases and fostering ongoing donor engagement.

MILITARY EXPERIENCE

Army Reserves 2010 - 2013

Psychological Operations Specialist 37F

Served as liaison between native citizens and the US government, facilitating communication and understanding.

Collected and reported psychological operations information, transforming it into actionable intelligence.

Analyzed intelligence data to identify psychological operations targets and vulnerabilities.

Operated broadcasting equipment to disseminate psychological operations products effectively.

Managed the preparation, storage, and retrieval of psychological operations-related information.

Coordinated resources for the development, production, and dissemination of PSYOP productions.

Integrated psychological operations planning into conventional, special operations, and deception strategies.

Determined the optimal media mix for disseminating PSYOP products based on available assets.

Identified and assessed psychological vulnerabilities and susceptibilities of psychological operation targets.

Additionally

National Guard Supply Specialist 92A

Served as a vital link in the National Guard's logistical operations, ensuring the efficient flow of supplies and equipment to support mission readiness.

Executed duties with precision and attention to detail, contributing to the overall effectiveness and preparedness of the unit.

US Active Army Supply Specialist 92A

Played a pivotal role in sustaining operational capabilities within the US Active Army, managing inventory, procurement, and distribution processes with efficiency and accuracy.

Demonstrated adaptability and resourcefulness in fulfilling supply chain requirements, enhancing the readiness and effectiveness of military operations.

PROFESSIONAL DEVELOPMENT CERTIFICATIONS

Certified Scrum Master I, Scrum.org (Certified 2024)

Certified Scrum Product Owner® (CSPO), Scrum Alliance (Certified 2024-2026)

Google Project Management (Non-Credit Professional Certificate, prerequisite for PMI CAPM), (Certified 2023)

Lean Specialist White Belt, Certified 2021

Lean Specialist, (Certified 2021)

Mental Health Studies:

Understanding the difference between mental health and mental illness

Understanding suicide, violent behavior, and substance abuse

Understanding behavior, burnout, and depression

Nationally Certified Psychiatric Technician, American Association of Psychiatric Technicians (Certification period: 2016-2017)

EDUCATION

Diploma in Social Work Studies Allison (online certification in association with NC Works)

General Education Studies Sandhills Community College - Pinehurst, NC

Criminal Justice Studies Campbell University - Buies Creek, NC

Pinecrest High School Graduate 1995 – 1999

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