Business Analyst, Project Manager

Adena Hobbs

*** ********** ***** *******, **********, GA 30277

Cell 404-***-****

SUMMARY OF QUALIFICATIONS

Versatile strategy and delivery leader in technology and professional services within the transportation and financial services industries. Provides collaborative leadership with Product Management and Development in an Agile environment (using JIRA and VersionOne). Key roles as software development analysis, program/project manager, code analysis, consultant, instrumental in driving major operational improvements and transformational changes at diverse firms including retail, transportation, financial and education. Proven reputation for increasing profitability and product value, optimizing resources and budgets, improving organizational delivery capabilities and ensuring delivery and benefits on organizational projects and strategies. Fluent with Service Now Incident Management and Change Management (ITSM, Service Management and ITIL, Infrastructure Library). Working with different groups such as order management when equipment or items were needed to be purchased; work with infrastructure team to determine needs for API (or SOA). Work with developers reviewing SQL and XML for accuracy

SKILL SUMMARY

Value-Added Leadership:

Product Roadmap/Strategy Planning

Product Value Analysis

Team Building & Mentoring

Cross-Functional Supervision

Client Relations & Presentations

Vendor Management (RFI, RFP)

Financial Planning / Forecasting

IT & Business Project Lifecycle:

Executive Scorecards / Dashboards

User Story/Requirements Analysis

Business Process/Gap Analysis Modeling

ROI Analysis & Budgeting

Project Scheduling

Testing/QA/Rollout/Support

Program & Project Management:

Iterative Agile Development

Custom Software/Hardware Development

Vendor Software Integration

Full SDLC Development

System/Database Migrations

Enterprise wide Implementations

PROFESSIONAL EXPERIENCE

***Currently Enrolled/In progress – SalesForce Trailhead Virtual Bootcamp for Admin (certification TBD/pending)

July 2018 – March 2020 - Delta Air Lines/AllSource - Customer Engagement & Loyalty/SkyMiles Operations, Project Manager/Business Analyst

Manage loyalty enhancements and initiatives impacting multiple channels/applications, working with various parts of the business, including, but not limited to: Loyalty, Alliances, eCommerce, Marketing, Reservations and Customer Care, Airport Customer Service, Sales, Revenue Management, and Information Technology.

Primary area of focus to manage airline and non-airline partner integration and ongoing initiatives.

Responsible for creating user stories and managing backlogs in JIRA.

Responsible for User Acceptance Testing validation for applications and systems related to Loyalty in an agile environment.

Work closely with business teams to manage current products/processes.

Built and managed financial plan of $2.5M (including hardware, software, labor services).

Work with technology teams, vendors, and business units to troubleshoot and resolve system issues.

Drive the continuous improvement of processes and systems, and implement programs that will have sustained long-term value, improve the customer experience, reduce operating costs, and/or grow revenues.

Perform analysis as necessary to ensure program is operating as expected, measure program/promotion’s effectiveness.

Plan, prepare and deliver presentations for leaders both inside and outside of Customer Engagement and Loyalty.

Plan, organize, problem solve and follow through in a multi-task environment.

Manage and maintain relationship between business partners, IT channels, vendors and/or clients.

Work to identify processes and solutions that are customer/client focused.

Identify customer related opportunities for improvement – engage business partners to build processes to bridge gaps.

Develop effective working relationships with cross-functional teammates, business partners and clients.

Migration of Email to reduce overall cost for Delta emails and generate YOY incremental revenue totaling $2MM.

June 2010 – July 2018, Delta Air Lines/Delta Global Staffing, Enterprise Notifications Systems - IT, SR Business Analyst

Ensure project success through implementation of project management best practices

Responsible for consultation to the internal and/or external customer

Analyze customer processes and requirements, including infrastructure needs such as creating new API or using standard SOA process

Prepare specified project documentation according to company standards

Assist in business process redesign as needed (assist in architectural design)

Maintain communication with customer and team members and promote a team environment

Interact with application developers, application BAs and PMs, other portfolios, vendors, SOA PMs, Architects, Developers, and QA Testers for full life cycle of a project

Develop use case specifications, use case diagrams, and elaborate use cases through design process

Coordinate and lead use case reviews with application development teams, SOA architects, developers and QA teams

Assist in maintenance and communication of project status reports and tracking

Coordinate resolution of issues to include change management, root cause analysis, and appropriate escalation as needed

Liaison between Marketing IT, Business and project related vendors and other internal business partners

Create the closed loop contact and response history of customers within the single view of the customer

Responsible for User Acceptance Testing (UAT) and evaluating and capturing all data in an agile environment

Drive the continuous improvement of processes and systems, and implement programs that will have sustained long-term value, improve the customer experience, reduce operating costs, and/or grow revenues Perform analysis as necessary to ensure program is operating as expected, measure a program/promotion’s effectiveness, or troubleshoot issues.

Plan, prepare and deliver presentations as expected, working in an agile environment using JIRA

May 2009 – Jan 2010, Pinky’s Deli (Part-Time/Temporary) - Cashier

Dec 2007 – Dec 2009, Bank of America, ATM Channel Management, Atlanta, Georgia, Communications; Manager

Develop and deliver critical communication regarding ATM activity including, marketing, research, key initiatives, product updates, etc. to Acct. Management/Field Team

Manage and Support ongoing Brand Ambassador program to support ATM/banking products; Deposit Image ATMs

Manage relationship between advertising/marketing and business partner (GGP)

Maintain ATM Screens – Lead usability studies and work in conjunction with Product Management to make revisions where necessary

Manage the implementation of the ATM Test Drive (on-line test drive to show customers how to complete ATM transactions)

Manage the VOC/VOA feedback for ATM/eCommerce team

Manage on-line content on BankofAmerica.com (# ATMs, Corporate Directory icons)

Jun 2006 – Dec 2007, Bank of America, ATM Product Delivery, Atlanta, Georgia, Business Support Manager

Create/Deliver presentation to promote/sale new product (Deposit Image ATMs) to Executives, Market and Region Managers

Visit banking center sites to ensure associates understand what/how Deposit Image ATMs are designed to improve customer wait time and long teller lines, provide customer security by having the image and details of their deposits available on their receipts

Manage and maintain relationship between ATM business partners and market leaders

2005 – 2009 – below is a continued list of positions held with my 15 years of experience at Bank of America (aka Nations Bank, aka Bank South, aka Heritage Trust)

Bank of America, ATM Market Support, Atlanta, Georgia, Manager ATM Market Support

Bank of America, ATM Client Relations, Atlanta, Georgia, ATM Client Relations Manager

Nations Bank, ATM Field Activities, Atlanta, Georgia, Off-Premise ATM Installation Manager

Nations Bank, ATM Operations, Atlanta, Georgia, ATM Problem Management Analyst

Nations Bank, Network Services, Tucker, Georgia, Team Leader, Mainframe Access Coordinator

Nations Bank, Telecommunications, Atlanta, Georgia, Telecommunications Analyst

Bank South, Service Center/HelpDesk - Atlanta, Georgia, Team Leader, Solution Center HelpDesk

Bank South, SouthNet Project Manager- Atlanta, Georgia, Deployment Project Manager

Bank South – Project Management - Atlanta, Georgia, Operations Relationship Manager

Bank South, Network Systems Services - Atlanta, Georgia, PC/LAN Support Specialist

Bank South, Information Center Training- Atlanta, Georgia, Information Specialist B

Heritage Trust, Banking Center - Forest Park, Georgia, Teller/Head Teller

EDUCATION: Associates Degree, June 1988, Clayton State College, Morrow, Georgia, Major: Data Processing

Enrolled/Currently in progress – SalesForce Trailhead Virtual Bootcamp for Admin (certification TBD/pending)

ADDITIONAL QUALIFICATIONS/Certifications: Six Sigma Green Belt certified (Bank of America); May 2008 – reduce ATM service time and avoid cost excess of 3.3 MM annually

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