Business Analyst Project Manager

Holly Holland

801-***-**** ***********@*****.*** West Jordan, Utah linkedin.com/in/holly-holland-64135125 SUMMARY

Energetic Project Manager, Business Analyst, Certified Scrum Master and Agile coach. Innovative Product Analyst. Exemplary Process Analyst. Project and Claims Analyst professional. Proficient working within the Software Industry, SAAS, B2B, C2C, Health Insurance, Risk Assessment, Medicare Advantage and Healthcare IT settings. Strong experience working in the IT DevOps fields. Skilled working in a team or as an individual contributor to achieve results. Experience in QA fields and proven results in Beta testing/ UAT process.. Recognized for proven organization, team lead, communication and customer service skills. Adept at giving superior written and oral presentations. Devise continuous process improvements and incorporate business process initiatives to increase efficiency. Skilled in integration and legacy system data rollovers.

SKILL SETS

Systems & Software:

Salesforce Lightning/Health Cloud Jira MS Access & Excel Commerce Cloud SharePoint SQL queries AzureSmartsheets ServiceNow Rally Tech Project Management:

Agile/Scrum Methodologies Quality Assurance Implementation Cross-functional leadership Reporting UI/UX minded Business & Leadership:

Project management

Process improvement

Data analytics

Budgeting

Reporting

Training

Agile coach

Active listener

Customer support

User experience

Fast learner

Emotional intelligence

Roadmaps

Conflict management

Creativity

EXPERIENCE

Project Manager CN Solutions Apr 2020-June 2020

Managed all aspects of the client support departmentpolicies, objectives, and initiatives

Created projects within the Jira System and Salesforce lightning

Conducted daily Scrum

Developed service level standards focused on response time and issue resolution

Created a processes to exceed business expectations and deliver top tier customer service

Empowered and engaged the Salesforce administration team to drive quality and consistency within the projects

Engaged with employees to provide constructive feedback through personal development plans, coaching, and training

Built systems to capture and report on service metrics, daily tasks and weekly goals Project Manager Salesforce-Commerce Cloud-Retail.net Aug 2017 - Oct 2019

Led daily Scrum/Stand-up within the Dev-Ops teams, Scrum master ceremony.

Designed, developed, implemented, and maintained 20-30 projects

Managed over 100 cases

Collaborated with stakeholders to identify requirements and managed end-to end projects

Evaluated process methods to improve efficiency, streamline processes and keep projects and tasks on schedule

Ran and maintained daily Change Management board with the India team

Ran daily reports for the Managed Services team for upper management and cross functional teams

QA testing for rollout of Salesforce lightning/Healthcloud

Cleaned up heavy backlog cases from a legacy system

Worked with clients to integrate Health cloud from their existing systems Systems Analyst/Project Manager Xactware/Verisk (Contract) Oct 2016- Apr 2017

Leveraged Agile development and cross-functional leadership skills across the development, implementation, and Devops teams

Actively engaged in change management control board meetings to prioritize issues related to customers on the product.

Collaborated with the Software Engineering team to gather and create SOW’s in Jira which resulted in better communication and quicker resolution with the clients

Captured, maintained, documented and published processes and procedures for the IT department in Wiki while working closely with the Team Leads

Engaged with technical writers to provide additional documentation and product bulleting for problem resolution

Acted as a SME for Agile by maintaining strong product and content knowledge

Identified and communicated existing solution features and new enhancement needs by providing voice of thecustomer

Provided support and training on the KanBan process within the DMA team/Scrum

Mentored and coached team members to provide consistency throughout the teams Applications Systems Analyst Cerner/I-Centra Project IHC (Contract) Jan 2016-Apr 2016

Documented and recommended workflow changes and technical/functional designs needed to support the business requirements for common problems.

- Met weekly as part of the launch management team toreport project status to department managers and executives

- Acquired and maintained a moderate/high-level understanding of the technical and functional architecture of assigned systems and integration flow from the Legacy system to the new software.

● Led the QA/Beta testing and UAT process. Tested live with 100% accuracy.

Selected to lead and manage special projects:

- Served as a client advocate for clients that were experiencing a high volume of issues

- Collaborated with External teams to update technical specification documents

- Tested applications, systems and configurations for projects with minimal complexity and according to IS standards

Participated in the Agile/Scrum development process through chartering and scrum of scrums

Analyzed and tested new and existing features

Documented steps to reproduce to assist developers in recreating and understanding issues

Tracked and documented user enhancement requests Product Manager/ System Analyst/ Business Analyst Optum/United Healthcare 2011 - 2016

● Documented steps to reproduce and assist developers in recreating and understanding issues

Tracked and documented user enhancement requests

● Managed and maintained new and existing provider relationships

● Gathered appropriate information to perform initial problem investigation and to determine scope and depth of problem

● Performed Product testing and assisted in the installation and testing of new software and procedures relatingto the products. Identified inefficiencies and coordinated problem solving

● Implemented Software with new Clients

● Identified and communicated existing solutions, features and new enhancement needs by articulating the voice of the customer and market

Claims Processor/ System Analyst/ Utilization Analyst Molina Healthcare of Utah Medicare/Medicaid 1999 - 2011 Education

Taylorsville High School. Taylorsville, Utah Graduated Salt Lake Community College Taylorsville, Utah Associates of Science Degree Scrum Master, Certified Medical Coder, AGILE Dad Organizations

● Women in Technology

● Operation Underground Railroad-OUR

● Snowforce

● She Tech-STEM Engagement for High School Girls

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