Business Analyst Call Center

LORI SINGER

** ****** ***** *****: 570-***-****

Moosic, PA 18507 e-mail: ***********@*****.***

CAREER Professional who is passionate about improving the lives of people and can

OBJECTIVE collaborate with others, assess outcomes and produce results is eager to

join your team.

EDUCATION

May, 1998 Villanova University, Villanova, PA

Master of Science in Applied Statistics

May, 1992 King’s College, Wilkes-Barre, PA

Bachelor of Science in Mathematics

EXPERIENCE

Singer Consulting, Scranton, PA

9/22 to Contractor (Merck, Heaven and Earth Shop, Robert’s XPress, Varsity Tutor, Club Pilates)

Current * Work in SAP at Merck for Purchase Order tracking and supply chain

* Enhance customer experience, market businesses, offer growth ideas

* Knowledge share math, statistics and business principles and advise on

correct analyses, methods and business process improvements

MyCil (ACES$ Financial Management)

2/22 to Technical Business Analyst

9/22 * Write business requirements and communicate with the business

* Test scenarios and write and execute queries in SQL

* Identify opportunities for improving processes and work in Laserfische

* Manage small to large sized projects and create new documentation

biBerk (A Berkshire Hathaway Company)

8/21 to Lead Business Analyst

2/22 * Lead on the Apollo system working with Claims writing user stories

* Acting as project manager in Claims rebuild, writing and using SQL

* Write dynamic documentation for other business analysts

EDM Group, Moosic, PA

3/20 to Business Analyst

2/21 * Develop test plans, perform testing, write documentation for processes

* Manage projects and collaborate with internal and external clients

* Validate code in production, train colleagues and manage coworkers’ work

* Write and execute SQL queries and work in databases

Maximus Health, Pittston, PA / Sanofi: (Broadmoor), Swiftwater, PA

4/19 to Contractor: Maximus (4/19 to 7/19), Sanofi (12/19 to 3/20)

3/20 * Trained in MicroStrategy and offered business analysis skills

* Verify income levels for Medicaid clients

TMG Health, Inc. (A Cognizant Company), Jessup, PA

10/13 to Business Analyst

3/19 * Develop business requirements documents for business and use SQL

* Analyze business needs and assist the applications and systems groups

* Created and developed documentation for Analysts and Call Center

* Work in Facets, ServiceNow and moved BRDs through the SDLC

7/12 to Operations Trainer

10/13 * Train new hire, existing agents and professional staff on call center system

* Create Customer Service training modules based on client specifications

* Collaborate with analysts and other trainers to implement system updates

* Develop instructional manuals and deliver the material in the classroom

4/11 to Report Analyst

7/12 * Generated and analyzed call center reports according to business needs

8/06 to Lori Singer Pilates, NEPARegion

Present Pilates/Fitness Instructor (Owner)

*Teach Pilates, Fitness and Strength training (group and private classes)

Blue Cross of Northeastern Pennsylvania, Wilkes-Barre, PA

2/07 to Consultant/Special Projects – Market Research/Product Development

2/09 * Collected, analyzed and synthesized market and competitor data

12/03 to Statistician

8/06 * Analyzed survey and disease management data using SAS to

help measure and improve various programs and their effectiveness

11/97 to Biostatistician

7/99 * Completed survey data analyses, analyzed Prenatal Program efficacy, and

prepared analyses on points of interest for NCQA and HEDIS

Penn State Hazleton

7/99 to Business Program Coordinator/Instructor of Business and Statistics

12/03 * Taught university students in areas of statistics, business and

logistics, utilizing various software packages for case studies

* Marketed the Business program and helped with advertising efforts

* Obtained internships and mentored business students with career choices

1/97 to Instructor of Statistics

5/98 * Instruct university students in areas of business and statistics while

incorporating various business principles using MINITAB and EXCEL

* Provided direct and valuable input while serving on various committees

* Served on committee to implement B.S. in Business at PSU Hazleton

* Aided in selecting and hiring business faculty

CERTIFICATIONS Scrum Master Certification, 2019; Project Management Certification, 2023

VOLUNTEERING Food Drives: Friends of the Poor, Corpus Christi Parish, CEO Food Bank

REFERENCES Available upon request

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