Customer Service Analyst

DANA MERRITT

Address: *** ** **** ***, *** C

Portland, OR 97220

Cell: 503-***-****

Email: adedqb@r.postjobfree.com

Business Analyst with over 18 years of experience on all aspects of technology and business improvement projects, focusing on stakeholder analysis, requirement development and management, and acceptance testing.

skills

• Business process improvement • Problem solving, scope and project definition

• Elicit functional requirements • Decision making & communication skills

• User acceptance testing • Advanced problem-solving abilities

• Operations & Project management • Critical thinking

• Requirements gathering • Creative problem solving

work history

Business Analyst 3

The Standard DEC 2019 – MAY 2020

Portland, OR

●Lead identification and clarification of innovative business solutions related to divisional strategic goals, in alignment with corporate strategy.

●Data Migration from LEX system to Corey System.

●Utilize appropriate analysis tools and techniques to deliver cost effective solutions which meet business needs and improve efficiencies.

●Utilized MS Teams, MS Whiteboard, OneNote, and SharePoint for collaboration efforts, as well as Lean and BABOK

●Participate in developing both the Business Analysis Practice and Business Analysis Framework to support definition and delivery of business value, including the writing and updating of Business Case documents.

●Assess and document business value propositions and maintain a focus on the value proposition throughout the execution of each business improvement project.

●Foster partnerships with customers and business partners in various areas of the company to both ensure their needs as stakeholders are identified and represented and encourage improved business analysis practices.

●Establish and document business processes.

●Works on wide range of assignments that are complex, up to and including Enterprise-wide assignments.

●Identified procedures or innovative solutions for how to complete analytical tasks.

●Is a primary driver of collaboration on project teams.

●Influencing decision-making and actively engaging with project leaders, sponsors and key stakeholders to ensure optimum business value delivery.

Home - Fourth in Charge

Fred Meyer Mar 2019 – Jan 2020

Portland, OR

●Assist with the management of the department, maximize all financial opportunities, and assume the management responsibilities in the absence of the manager and assistant managers.

●Model "Customer 1st" behavior; deliver and encourage other associates to deliver excellent customer service

●Maintain compliance with divisional guidelines, standards, and corporate policies which includes safety guidelines, merchandising, signing, recovery, stockroom, housekeeping, fixtures usage and maintenance

●Comply with labor agreements

●Monitor freight receiving and freight stocking standards

●Follow up on daily tours, maintaining awareness of daily sales

●Identify/respond to all maintenance/repair needs

●Respond to verbal customer comments/complaints/requests

●Complete customer incident and employee incident/accident report forms

●Teach/train employees on all aspects of their positions

●Perform the essential functions of this position with little supervision.

Medical Sabbatical

Portland, OR Dec 2017 - Dec 2018

Senior Business Analyst

WebMD Health Services Jun 2007 – Dec 2017

Portland, OR

•Extensive experience creating functional and technical requirements. Implementations, understanding client needs, analyzing requirements.

•Data Modeling for incoming files and systems of clients and vendors.

•Strong skills in verbal, written, interpersonal, negotiation, presentation, and team building. Communicates functional and technical concepts effectively verbally and in writing, translating information into client and development friendly terms and concepts.

•Proficient with Microsoft Office Suite (Word, Excel, PowerPoint, Access, Visio and Outlook).

•Managed multiple projects concurrently on large, and small-scale projects. Working independently and in a team construct. Day to day workload involved independent management of projects with a weekly check in and interactions with the team.

•Focused on responsiveness to client requests with a focus on timelines and budget. Highly developed sense of urgency; able to escalate issues to appropriate levels, communicating at all levels.

•Development and adherence to project plans, scope, budget and resources management.

•Conducted interviews with key business users to collect information on business processes and user requirements.

•Scheduled meetings to gather requirements and developing associated materials, i.e. Agendas, meeting notes, scope, project plans, schedule, milestones and tracking log. Maintained tracking logs for new issues and defects.

•Experience with scope and identifying issues within and without.

•Maintaining communications across internal and external stakeholders as well as maintaining milestones and project goals.

•An advanced understanding of secure data transfer methodologies and practices. Demonstrated ability to successfully implement expansive technical solutions, in an intensive, dynamic environment.

•Developed project scopes and utilized MS Project, Agile, Jira, Confluence and Kanban to manage workflows. Working with Change management and change management tool kits.

•In depth understanding of the health, wellness and benefits programs.

•Communicates technical concepts effectively verbally and in writing, translating technical information into client and development friendly terms and concepts.

•Monitoring and reporting implementations budget and time tracking

•Communicates effectively with customers on complex issues.

•Implemented user acceptance testing with a focus on documenting defects and executing test cases.

•Conducted interviews with key business users to collect information on business processes and user requirements.

•Seeks constructive solutions to increase client satisfaction.

•Superb logic and troubleshooting skills.

•Able to resolve complex problems unaided.

•Experience in compliance with HIPPA, ERISA, and Medicare as well as secure transfer protocols such as SAML, Web Services, Single Sign On, PGP encryption etc.

•Created training materials, develop training and present training to internal teams and clients

•Demonstrate resourcefulness in the use and variety of methods to investigate and solve issues.

•Understands clients' domain and understanding of clients' business needs.

•In depth knowledge of product offerings and is able assess customer requirements to advise upon solutions that will meet the clients' business needs.

•Focused on responsiveness to client requests; able to escalate issues to appropriate levels.

•Developed test and use cases. Supporting QA in executing test, tracking defects; ensuring high quality testing, leading and mentoring staff.

•Managed multiple projects concurrently on large and small projects.

•Proficiency in MS Office – Excel, Visio, Access, PowerPoint, SharePoint, etc.

•Basic understanding of SQL and Lean Six Sigma.

Business Analyst Aug 2000 - Mar 2007

Cognizant

Portland, OR

• Created action plans and lead implementations of new systems and business processes.

• Developed training, documentation for implementing projects within client timelines.

• Analyzed gaps and business requirements.

• RFI and RFP's assessed and provided technical responses.

• Deployed custom and packaged solutions, application configuration.

• Strong skills in Verbal, written, interpersonal, negotiation, presentation, and team building.

education

Associate of Arts: Computer Technology - Focus in E-business

Heald College, 1998 - 2000

Portland, OR

Bachelor of Arts: Business Management, Focus in Computer Technology

University of Phoenix, 2003 - 2005

Portland, OR

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