Business Analyst Customer Service

Terri White

Business Analyst

*****.*********@*****.*** • 773-***-****

www.linkedin.com/in/terri-c-white • Chicago, IL

Results-driven Business Analyst with extensive experience in enhancing business processes and systems across professional, financial services, and healthcare-related services.

Instrumental in delivering best-in-class customer service, healthcare/business analysis, and proactive guidance to key clients. Proficient in conducting detailed requirements analysis, documenting processes, and performing user acceptance testing. Adept at evaluating ongoing business processes, anticipating requirements, uncovering areas for improvement, and developing/implementing solutions. Expert in synthesizing complex data and translating technical concepts to facilitate strategic decision-making. Skilled in managing stakeholder relationships, coordinating cross-functional teams, and executing projects within stipulated timelines and budgets. Exceptional organizational and time management skills with a well-honed ability to manage multi-faceted projects with conflicting deadlines in a fast-paced environment. Committed to leveraging analytical skills and strategic acumen to deliver sustainable results and drive organizational success.

Areas of Expertise

Business Process Improvement Data Analysis & Interpretation Requirements Gathering & Specification Stakeholder Engagement & Management Project/Program Management Risk Assessment & Mitigation Strategic Planning and Execution Workflow Optimization Database Management Performance Reporting Systems Implementation and Integration Market Research & Competitive Analysis

Career Experience

PwC — Chicago, IL 2022 – 2023

Senior Business Analyst

Adapted and implemented methodologies and best practices to address client-specific challenges. Analyzed consumer data, competitive pricing, market trends, and industry standards to inform strategic decisions. Engaged collaboratively with clients to define objectives, ensuring transparency throughout project timelines. Liaised with QA Engineers to craft testing strategies and plans, executing manual or automated test cases and scrutinizing results. Standardized data mapping for client integrations, extracting and linking data from various sources to facilitate integration with target fields. Conducted triage, root cause analysis, and resolution processes, followed by thorough post-implementation reporting and monitoring. Leveraged exceptional interpersonal skills to summarize and present findings, formulating recommendations for stakeholders.

Executed regression and systems testing on Guidewire Producer Engage, refining product model applications and systems.

Negotiated contracts that maximized benefits and minimized corporate risks through model pricing scenario analysis.

Designed and implemented manuscripts for automated tests in Duck Creek, ensuring test consistency, repeatability, and expedited delivery.

Refined Salesforce CRM systems by creating tailored workflow automation and risk assessment tools, substantially improving data analysis.

Translated technical concepts for business and executive audiences, effectively bridging communication gaps.

Wells Fargo — Lombard, IL 2020 – 2022

Mortgage Closer (LO)

Processed and finalized mortgage loan closings, meticulously reviewing essential documents for client transactions. Prepared closing packages, liaised with parties, ensured compliance and monitored loan status for timely execution. Maintained high-quality customer service, compiled figures for bankruptcies/foreclosures, and updated loan process. Ensured accuracy with corrections on various aspects.

Exceeded monthly processing targets by handling over 80 loan applications with high accuracy and efficiency.

Provided expert guidance to an average of 15 clients weekly on loan closing procedures, ensuring all documentation met stringent organizational standards.

Addressed client concerns swiftly, offering insights and support in collaboration with loan consultants, underwriters, and processors to enhance customer satisfaction.

Accenture — Chicago, IL 2019 – 2019

Management Consultant

Developed and executed business transformation strategies, focusing on enhancing operational models and productivity across sectors. Provided strategic advisory services to optimize performance and value creation. Integrated strategy, technology, and human elements to drive innovation and solve complex business challenges. Collaborated effectively on diverse projects, ensuring delivery of superior quality outcomes. Authored comprehensive verification protocols and recommended policy enhancements to bolster organizational efficiency.

Identified performance gaps and key operational challenges, laying the groundwork for targeted improvements.

Developed AI-driven playbooks for healthcare billing systems, streamlining processes and enabling advanced data management.

Devised new target business models, operational methods, and digital capabilities, leading significant transformation initiatives.

Played an integral role in Behavior health team, partnering with C-suite and VPs on creating, testing, and demonstrating AI technology for healthcare plans within targeted markets.

Drove sustained business expansion by resolving critical issues, adding value, and boosting overall performance metrics.

Ensured accuracy of industry-standard performance metrics and maintained data integrity in marketing disclosures.

Utilized AI and strategic technologies to enhance stability and cost-efficiency in customer engagements through proactive challenge identification.

PNC Bank — Richardson, TX 2018 – 2018

Financial Audit Analyst

Conducted thorough optimization analysis to balance payments, refunds, interest, and recoveries, enhancing financial accuracy. Audited Claim Adjustment Reason Code (CARC) adjustments for compliance with CMS guidelines, refining cost management, and addressing complex coding issues. Trained fellow analysts in proper audit adjustment procedures, standardizing practices, and setting clear performance expectations. Synthesized Health Solutions reports, providing stakeholders with insightful comparisons to estimates, plans, and historical data. Evaluated operational results regularly to forecast necessary financial adjustments. Crafted financial projections with well-founded assumptions, delineating risk-to-opportunity ratios to aid management in strategic decision-making.

Improved reporting protocols, resulting in significant cost savings by averting potential HIPAA violations.

Employed data analytics tools to detect and analyze trends, pinpointing anomalies that informed strategic financial decisions.

Successfully navigated cross-functional team dynamics to enhance audit procedure efficiencies and compliance adherence.

Reduced error rates in healthcare provider account audits, significantly improving client satisfaction and loyalty.

Provided comprehensive financial analysis that supported adherence to auditing standards and regulatory requirements.

Conifer Health Solutions — Frisco, TX 2015 – 2017

Account Manager A/R

Managed financial transactions and maintained accurate records to ensure effective expense tracking and optimized fiscal management. Reconciled accounts to comply with policies, preserving asset integrity through enforcement of stringent controls and procedures. Oversaw Medicare, Medicaid, TRICARE, and commercial insurance billing, ensuring meticulous revenue cycle management of healthcare financial operations. Directed billing and collections for accounts receivable/payable, monitored fund disbursements, and performed budget analysis. Maintained commitment/determination while assisting the department’s revenue cycle in analytical components of workflow.

Streamlined payment processing by transitioning to PBAR system, aligning client accounts with HIPAA regulations.

Enhanced financial accuracy by managing Medicare Parts A through D, including claims and reimbursement processes.

Improved financial oversight with monthly reports and account reconciliations, ensuring precise record-keeping.

Leveraged CRM tools to analyze sales data, supporting accurate forecasting and strategic reporting.

Additional Experience: as Client Services Manager CenseoHealth — Dallas, TX • 2012 – 2014

Education

Master of Business Administration

University of Illinois Springfield, Expected Graduation 2024

Master of Science in Human Services

Purdue University Global, 2019

Bachelor of Science in Communications - Magna Cum Laude

Purdue University Global, 2018

Technical Proficiencies

JIRA Confluence SQL Tableau Power BI Microsoft Office Suite SharePoint Microsoft Teams Google Sheets Google Slides Google Suite Salesforce Certified SaFe 5 Agile Guidewire Associate Certification Miro Zoom SPSS Modeler PERT CPM UI Path Adobe Outlook Epic AS400 Apello5 AWS Native Vision Advanced MD Flex-Forecast Titan Virtus One Source Pbar Concur Internet Explorer Netscape Navigator Microsoft Visio SAP Oracle R/Studio ERD SAS ERP Access

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