Operations/Business/Systems Analyst

TERRY V. McCAIN **** Northview Lane Rochester Hills, MI 48307 248-***-**** Email: ***********@****.***

https://www.linkedin.com/in/terrymccain

PROFILE

A highly skilled and accomplished professional with expertise in operations, business and systems analysis focusing on process improvement and change management.

COMPETENCIES

●Strategic Planning

●System Testing & Debugging

●Project Management

●Cross-Functional Communication

●User Requirements

●Goal Setting/Performance Tracking

●Go Live Strategies

●Business Unit Collaboration

●Value-Added Services

●Continuous Quality Improvement

WORK EXPERIENCE

EMIGRANT BANK, CUSTOMER SERVICE REPRESENTATIVE

2017-2019

●Customer Service Representative for Emigrant Banks’s online banking division.

JOHN HANCOCK, OPERATIONS CONSULTANT/ANALYST-SHARED SERVICES

2017: PHS Division

2015-2017: Workforce Management

2004 – 2015: Group Long Term Care

●Worked with business development teams and information technology.

●Conducted detailed user requirements and systems analysis for web-based applications.

●Use web-based applications to allow users (insured members) to request additional coverage for long-term disability at/or near the time of policy renewals.

●Assisted in the creation of a telephone database “Contact Management Express” to allow users online interface that provided them with menu options to update their Life and LTD insurance.

●Providing scheduling support to service centers in Boston, Manila and Philippines using the Verint Systems database.

●Worked on a system upgrade creating a voice portal inflation module that allowed users to update policies to accommodate the cost of inflation.

●Used database to create insurance/customer automated update of their profile.

●Developed test scripts and data entry input to cover all types of user scenarios and tested/debugged applications before going live.

●Shutdown systems when new enrollment and update period expired.

●Collaborated with business units and developers throughout the system/operations analysis lifecycle.

●Facilitate cross-functional teams to build consensus and support for project goals.

●Kept all project stakeholders focused and on-target at all times.

●Added value to business units by building partnerships, sharing ownership, and accountability for bottom-line results.

2000 – 2004: CUSTOMER SERVICE REPRESENTATIVE Group Long-Term Division

●Responded to customer questions in a high traffic environment.

●Served as liaison to business units to provide customers with one-stop service solutions and to build and retain long-term loyalty.

EDUCATION

WAYNE STATE UNIVERSITY Bachelor of Arts degree

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