Business Analyst Call Center
Resume:
Renata Gluzman Agoura Hills, CA *******@*****.***
Sr. Business Analyst
Executive Summary
Over 10 years of IT experience as a Sr. Business Analyst with solid understanding of requirement management, requirements development, change management and impact analysis.
Operations Leader with exceptional talent for customer service, strategic planning & vision, strong risk management expertise, and solid negotiation skills; leading and planning and implementation of projects, facilitating the definition of project scope, goals and deliverables. Defining project tasks and resource financial requirements, as well as developing full scale project plans and able to assemble and coordinate project staff.
Effective communicator with outstanding motivational skills, and proven leadership skills; build, mentor, and lead committed multi-level, cross-functional teams using SAP tools.
Flexible style and personal presence to work successfully with and relate to full range of stakeholders including staff, management peers and staff, investors, and outside professionals.
Expert in business analysis and UAT testing; manage and web support website, research and reporting; regulatory and legal compliance; organize and complete multiple projects efficiently and on time. Specialist in analysis and documentation of business operations using PEGA and Salesforce, information technology and system development methodologies including Agile Scrum, Agile SAFe, MS Excel, MS Access, JIRA and Visio. Experience with Agile methodology using HP Application Lifecycle Management/Rally/JIRA.
Strong project management skills and customer service skills; adept at strategic planning, opportunity identification, and problem-solving. Responsible for the overall direction, managed multiple teas, coordination, implementation, execution, control and completion of specific projects ensuring consistency with company strategy, commitments and goals. Strong e-commerce experience capturing business requirements in Agile environment. Strong experience in writing/creating business and system requirements for software, reviewing documentation, performing reviews and inspections during software development, and being actively involved during the software development lifecycle (SDLC).
Notable Achievements
Risk Management: Minimized company liability by identifying common risk issues and establishing proactive mitigation methods. Managed multiple teams. Excellent analytical and problem-solving skills. Ability to conduct research, product evaluations, and vendor contract reviews as well as SAP time management.
Recognition: Successfully released customers’ website, which increased online users by 80%.
Achieved/exceeded budget expectations: reduced project time from 6 to 4 months long by creating detailed business requirements and working very closely with business and third-party users.
Education & Certification
Degrees: Bachelor of Business Management Kiev’s Torgovo Economicheskiy Institute, Kiev, Ukraine
Certifications: Certified Pega Business Architect
Technical Skills:
Methodologies
Pega, SDLC-Waterfall, Agile-Scrum, Agile SAFe
Business Tools
SharePoint, Google Slides, Workfront
Management Tools
MS Project, MS Office, Jira, Rally, UMT360, Tableau
Core Strengths
Strategic Planning & Vision Business Analysis UAT Testing Customers Service Scrum Master Project Management Team Building/Leadership Agile SAFe
Career History
Virtusa
Lead Business Analyst Agoura Hills, CA
Sr. Business Analyst/Sr. Pega Business Lead May 2020 - present
Since Virtusa is consulting company I was working on different projects:
One of the projects was PLCM – Provider Life Cycle Management
The project is about Provider Life Cycle Management solution to effectively manage the Payer’s end-to-end provider onboarding process. The solution enables business to make more informed decisions, improve onboarding time, reduce operational inefficiencies, and improve the quality of provider data while enabling value-based collaborations. With Provider Lifecycle Management for healthcare, you can fine-tune your provider operations to manage the provider onboarding process effectively.
PLM solution leverages Pega Foundation for Healthcare capabilities and addresses the many challenges Payers face in Recruiting, Contracting, Onboarding, Credentialing, Configuration, and Provider Data Management. We provide payers with an insightful dashboard that enables them to manage their provider onboarding more effectively.
Another project is Automation Lab Chat Bot - The Lab environment is designed to be a precursor to production deployment, serving as approved environment that drive to affordability, predictability and simplicity across the enterprise are tested and readied for introduction to the production environment.
One of the projects was a project with UMT360 which provides integrated Project, Program and Portfolio Management capabilities needed to effectively ensure on-time, on-budget, quality deliver of all IT investment, gain visibility and control across all IT investment, enable portfolio analytics and scenario planning to support decision making. Updating RAID log to make sure document deliverables are on time.
Another project is Adobe Workfront – connect the tech stack into a single solution by integrating any product with Workfront s work flows seamlessly across systems such as automate workflows and processes, integrate and automate work in one application and allow teams to use the tools they love like Tableau and others.
Lead Business Analyst responsible for requirements and design Domain expertise in different domains
Creating and analyzing requirements and design specifications to ensure feature functionality of healthcare industry
Working with digital marketing team and design specification to ensure feature functionality of Workfront platform that would allow to automate workflow and processes such as data visualization tool which provides pictorial and graphical representations of data using Tableau
Developed and updated training materials and user manuals and prepares documentation for assigned projects
Architected multi-tier scalable enterprise applications that are within Pega Guardrails
Worked closely with business team as well as Dev and QA to make sure that we are all on the same page to determine what rules would need to be put in place based on requirements from business team
Took ownership and translated complex business requirement into functional technical requirements using Pega Systems
Providing overall direction, guidance and definition of architecture programs that effectively supports business strategies like data visualization which provides pictorial and graphical representations of data.
Working with Automation Tools, Technologies, Platforms such as Web Chat Feature, Knowledge Exchange, Pypestream, Kore – SmartAssist and Twilio
Define project scope, epics/features and user stories using different internal system
Take ownership and translate complex business requirement into functional technical requirements using PLM system
Excellent organizational skills and time management skills as well as the ability to manage multiple priorities
Strong analytical and tactical planning experience
Assisting business stakeholders in operational readiness activities, including impact analysis and documentation of process changes
Refine and complete special projects, and performs systems testing and other assigned duties
Participate and contribute to Backlog refinement and sprint planning
Interface with client’s team to support best practices and assist them to understand best practice model
Strong UAT planning and testing experience
Farmers Insurance Woodland Hills, CA
Sr. Business Analyst Aug 2019 – May 2020
This project at Farmers Insurance was to offer the Salesforce customer portal that provided insurance agents ability to track their own cases/changes in the policy. Actively working with agents on gathering information for Property & Casualty insurance updates. I was taking an ownership to support various transformation programs for Service Operations team as well as assisting Business Team to provide support for users in building business cases.
Interfaced with other teams to support best possible practice in SRM Salesforce system
Excellent SQL skills
Excellent functional knowledge of Guidewire
Understand the current process to support day-to-day CRM operations to assist and facilitate business needs
Managed and web support of customers’ website, the initiation and planning of the project including facilitating the definition of objectives, scope, and deliverables ensuring the project is setup for success
Defined project scope, prepare user stories/epics using Rally/Jira system including CRM system as well branding Farmers
Provided support for users in building Business Case, risk assessment, project scope, and development of business plan
Refined and complete special projects, and performs systems testing and other assigned duties
Experience and knowledge in insurance and financial domains
Supported various transformations programs for Service Operations, Salesforce and Telecom roadmaps
Ability to work in Agile and Agile SAFe fast paced environment
Develop functional requirement specifications, creating detailed use/business cases and process flow diagrams to support functional specifications
Participate and contribute to Backlog refinement and sprint planning using Rally’s epics and stories
Develop and update training materials and user manuals and prepares documentation for assigned projects
Accountable for financial projects and deliverables
Excellent organizational skills and time management skills as well as the ability to manage multiple priorities
Strong analytical and tactical planning experience
Expert business data analysis and wireframe kills
Bank of America Agoura Hills, CA
Business Analyst/Pega Business Analyst July 2018—July 2019
Bank of America Home Loans is the mortgage unit of Bank of America. Mortgage Banking at BoFA originates, purchases, securitizes, and services mortgages. The project involved implementing Salesforce CRM solution and customization to manage the home mortgage application process and leads. It automated the process of generating and processing the best-suited mortgage loan package based on the customer’s needs and financial background. It enabled CSRs to have cross sell multiple mortgage products to existing customers. It also required the solution to be clearly cost effective and to be able deliver quick ROI. Salesforce.com CRM was implemented for 300 CSRs that were used by BoFA Call Centers, Sales, Credit and Operation teams. Involved in interacting with project stakeholders and SMEs of Mortgage Sales & Fulfillment Technology (MSFT) and Mortgage Servicing Technology (MST) teams. This was crucial to ensure that the bank was able to sell its mortgages to the big investors.
Provided input on projects related technical matters, including business and development approaches, questions and technical specifications
Excellent Scrum Master skills
Automated workflow and processes such as data visualization tool which provides pictorial and graphical representations of data using Tableau and other reporting tools
Participated and contribute to Backlog refinement and spring planning
Developed and updated training materials and user manuals and prepares documentation for assigned projects
Architected multi-tier scalable enterprise applications that are within Pega Guardrails
Worked closely with business team as well as Dev and QA to make sure that we are all on the same page to determine what rules would need to be put in place based on requirements from business team
Took ownership and translated complex business requirement into functional technical requirements using Pega Systems
Accountable for financial projects and deliverables
Excellent organizational skills and time management skills as well as the ability to manage multiple priorities
Strong analytical and tactical planning experience
PennyMac Moorpark, CA
Sr. Business Analyst Feb 2016—June 2018
This customer’s website projects was providing inbound/outbound business support for multiple levels of customers accounts to make their mortgage payments online. I was working through the issues they were having in a timely and efficient manner trying to contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity. I was also teaching CSR’s (creating demo’s) and KNOWING MY CUSTOMERS, supporting them through the website as well as how to make follow up outbound calls.
Another project was creating Customer’s Website. Managed and web support of customer’s website, also KNOWING MY CUSTOMERS the initiation and planning of the project including facilitating the definition of objectives, scope, and deliverables ensuring the project is setup for success
Helping and assisting with customers onboarding
Assists with Telecom/Telephony projects as required and provides input to other teams in IT to create business flow processes in the infrastructure of a call flow (to include actual call and reporting analytics of the call)
Worked closely with CSR’s to help and identify customer’s issues by pulling the data from database to insure customer’s logins and account registration
Reviews, analyzes and evaluates input from call center routing; provides documentation and maintenance of the call center route plans and incorporates change control tracking and generates test plans to validate change control
Helped and assisted with customer’s complaints, mortgage complaints to improve great customers service as well as the project
Collaborate with business and information technology stakeholders facilitating the selection of solution alternatives for implementation
Accountable for financial projects and deliverables
Excellent organizational skills
Ability to lead and manage multiple projects and initiatives and acting as product owner and SME
Ability to lead assessments for process improvements to improve testing
Suggested and implemented recommendations on efficiency improvements where applicable
Assisted business stakeholders in operational readiness activities, including impact analysis and documentation of process changes on weekly basis
Built Use and Test Cases/stories in Agile Scrum environment and perform system testing utilizing these tools. Plan and execute User Acceptance Testing to obtain user sign-off
Successfully released customers’ websites, which increased online users by 80%
WORKRITE UNIFORM Oxnard, CA
Project Manager/Business Analyst March 2014—Dec2016
Managed all aspects of application development life cycle, including design, testing, deployment, and maintenance
Worked on end-to-end SAP WM customization, from mobilized solution to managing inventory, to achieve regulatory compliance order to cash system
Strong e-commerce experience capturing business requirements in Agile environment
Directed the planning and implementation of projects, and working with SharePoint applications using Agile scrum methodology
Responsible for creating an online inventory via SAP that includes innovative and market leading flame-resistant branded apparel uniforms
Managed and generated purchase orders during material transfer from the warehouse using portable SAP access
Successes
Improved and deployed new systems and procedures for better tenant management and HUD dispute resolution using SAP access
BANK OF AMERICA Thousand Oaks, CA
Business System Analyst 2010—2014
Bank is one of the 10 largest banks in the US, it provides Personal banking and Business banking, offering a variety of products and services to millions of retail customers and businesses of all sizes. The scope of the project was to build a Web-based reporting tool for bank card holders& Management for monitoring and analysis purpose.
Managed/Writing requirements and design of the Loan Modification Checklist application that enables fast and effective processing of loan modifications
Acted as a liaison between Technology Organization and various line of business units, such as Enterprise Risk Management and Loan Servicing, for gathering and organizing business requirements for the application
Conducted JAD sessions and documented business requirements using Use Cases and Business Process Flows; created user interface mockups
Strong e-commerce experience capturing business requirements
Worked with Workflow Engine provider (PEGA Co) to specify configuration requirements and to develop interface details enabling smooth integration with the checklist application; created interface documentation detailing XML request/response structures
Documented business rules, functional and technical designs using Excel and Access
System analyst responsible for requirements and design of Bank's mortgage fulfillment system StatusMart, a n-tier web based application supporting over 2,000 concurrent users that enables fast and effective loan processing
Analyzed information Data Flow/Data mining operations from various source systems through reporting and analysis
Created UML Class Diagrams detailing mortgage fulfillment business model
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