Business Analyst Customer Service

Cathy Fitzgerald

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PHONE NUMBER!

Hortonville, WI 54944

Professional Summary

Emerging Business Analyst with proven success as business systems super-user, trainer, and beta-tester, known for customer-focused, data-driven analysis and problem solving. Experience in insurance, and manufacturing industries.

Professional Skills

CRM Systems

Root Cause Analysis

Customer Service

Agile Azure

Systems Testing

Scrum

Super-User & Trainer

Application Support

Test Case Analysis

MS Office Google Workspace

Education and Certifications

Business Analyst Associate Degree August 2022

Fox Valley Technical College Appleton, WI

GPA 3.54 Dean’s List

Work Experience

Inbound Contacts Representative November 2019 to Present

Humana Appleton, WI

Coached members with troubleshooting their devices and log-in issues on Humana customer interface and app

Developed deep and flexible user knowledge of MTV, CRM, SDR, and GOSP systems

Selected for Innovative Explorer Program to identifying and analyze operational testing opportunities, streamline process improvement, and support project release

Evaluated IT Tickets, enforced escalated tickets, diagnosed Invalid Audits, and instituted Biometric Screening Audits on a member-by-member basis

Subject Matter Expert (SME) Coach for new hires and GMS CECP Super Users

Super-user and product coach for Humana’s Go365 employee wellness product and application

General Assembly June 1999 – January 2013

Pierce Manufacturing Co. Appleton, WI

Safely and efficiently performed component assembly on multiple lines

Utilized blueprints, hand and power tools to craft various ladders for custom-built firetrucks

Accurately and efficiently installed electrical components based on custom designs

Collaborated with team-members to achieve or exceed production, quality, and safety metrics

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