Business Analyst and Product Owner
Resume:
Jacquelyn “Lyn” Donner
Leander, TX 78641
*********@****.***
Career Targets: Business Analyst and Product Management
Industry Targets: Healthcare, Education, Financial Services, Real Estate, and Retail
QUALIFICATION HIGHLIGHTS:
10 years as a business analyst in the retail industry
4 years as a business analyst in the banking/mortgage industry
Over 8 years of technical support experience
Over 2 years of loan servicing experience
Outstanding customer service background in a variety of industries
Seasoned team leader with excellent communication skills
Over 3 years experience training new loan consultants on online sales tools
4 years experience conducting user acceptance testing on B2B and B2C websites
2 years experience with Agile Methodology
Business Analysis
System Integration
Bill Pay
Customer Service
User Acceptance Testing
Training
Online Leads
Release Planning
Call Center
Content Management
Ecommerce
Pricing
EXPERIENCE:
Macys.com (San Francisco, CA) December 2009 – May 2020
Lead Business Analyst
Worked as Continuous Systems Improvements Champ for Product Management System with release planning, participating in daily standups, daily bug calls, prioritizing and creating user stories
Championed training workshops to gear up for holiday season training digital merchants on pricing
Facilitated User Acceptance Testing with business users prior to new product enhancements launch
Key liaison between business and techology team for numerous online projects
Works closely with Site Merchandise Merchandise Managers and Buyers to support pricing related issues and pricing related enhancements
Trained NY buyers on Pricing Application of Product Management System
Worked closely with the Business Analysts within the Product and Asset Management systems group assisting in daily tasks as needed
Gathered business requirements and wrote user stories based on business needs
Participated in release planning and prioritized enhancements for all applicable iterations
Bridged gap between technology and business by acting as a key liaison for all communication on new enhancements and production issues
Facilitated Knowledge Transfer sessions between Subject Matter Experts and QA Team
JPMorgan Chase/ Washington Mutual (San Francisco, CA) June 2008 – July 2009
Business Analyst for wamu.com
Key team member for numerous online projects including: Faceted navigation,, online bill pay, online lead management., loss mitigation, and borrower’s assistance form
Adept in gathering and documenting business requirements, process changes, system integration testing and communication needs in accordance with full PM/SD life cycles.
Developed comprehensive documentation, anticipated potential issues and created effective solutions, saving time, re-work and money
Developed use cases, workflow diagrams, functional design mock-ups, test plans, and test cases
JPMorgan Chase/ Washington Mutual (San Francisco, CA) September 2005 - June 2008
Business Analyst for wamudashboard.com
Key team member for online B2B projects including: marketing catalog redesign, application fee, dashboard leads, equity calculator, broker attestation reporting, sales leads reports, and loan servicing link
Successfully managed the process of converting 5000 users from an old sales database to a more advanced database
Served as last line of defense for production support related-calls, emails, and escalated service tickets
Oversaw the communication and training of new system enhancements to the sales team
Managed the migration to a new self-service help tool
Developed and trained users on new content management system that replaced Interwoven
Continuously communicated to sales tool users to insure they have all the needed technical support to effectively perform their tasks
Performed routine audits on approximately 500 website accounts every 6 months to ensure data security requirements
Effectively communicated migration plan to all related departments with minimal downtime of sales/marketing tools
Remained up to date on regulatory issues/changes pertaining to the banking/mortgage industry
Countrywide Home Loans ( Plano, TX) May 2005 – September 2005
Business Analyst
Promoted to a team to coordinate technical releases and system testing
Responsible for determining which local branches would be selected to participate in testing each month
Coordinated with other departments to facilitate the rollout of testing dates
Successfully followed-up with branches to determine any system issues encountered during testing
Responsible for reporting issues to the development team and followed up before testing period was over
Facilitated daily conference calls with other departments on testing progress
Effectively submitted technical updates to the corporate policy and procedure team for production announcements sent to all branch offices
Countrywide Home Loans ( Plano, TX) July 2003 - May 2005 System Support Analyst II
Analyst in a high volume call center environment that covered a nationwide branch base
Effectively assisted users with automated underwriting software program
Continuously supported all applications associated with desktop usage
Continuously performed troubleshooting for hardware issues and resolved them in a timely manner
Created solutions for issues in Knowledgebase which decreased call times and increased productivity
Analyzed and determined whether inquiries needed to be escalated to Level 2 support groups
Submitted any system issues to next level analyst so it could be researched and adjusted in future releases
Effectively trained all incoming new system support analyst employees in areas such as desktop applications and company procedures
Successfully achieved a 75% rating in First Call Resolution (FCR)
Continuously maintained a 100% rating in Individual Performance Monthly Report (IPMS) scoring
Achieved Employee of the Month in June and September 2004
EDUCATION: Bachelors of Business Administration - Sam Houston State University (1996)
TECHNICAL SKILLS:
Atlassian Tools (JIRA and Confluence)
CollabNet Version One
Outlook
Microsoft Office
Snag It
Action Request System - Remedy
Mercury Quality Center (Test Director)
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