Business Analyst Data
Resume:
Melissa Mayfield
Objective
"To contribute my skills and experience to a reputable organization that offers opportunities for professional growth and advancement."
Work History
AIG Warranty Division / Service Net Solutions - Business Analyst
Jeffersonville, IN
11/2020 - 05/2023
●Interacted with both internal and external customers to understand business needs and translate into requirements and project scope.
●Collaborated with stakeholders to define project objectives and criteria.
●Performed gap analysis to identify areas of improvement.
●Improved business direction by prioritizing customers and implementing changes based on collected feedback.
●Managed all system implementation testing and approvals.
●Collaborate cross-functionally with all departments to ensure process alignment and handle the development of project specifications for both program and internal projects.
AIG Warranty Division / Service Net Solutions - Senior Data Analyst
Jeffersonville, IN
11/2000 - 05/2023
●Created and automated data visualizations to present to both internal executive staff as well as external clients for service level performance.
●Analyzed large amounts of data to identify trends and find patterns, signals and opportunities for internal business improvements, as well as recommendations to external clients for account handling improvement opportunities.
●Performed root-cause analysis on data-related system problems to recommend or execute corrective action.
●Leveraged text, charts and graphs to communicate findings in understandable format.
●Develop applicable KPI metrics for internal departments, including how it will be measured and reported.
AIG Warranty Division / Service Net Solutions - Service / Claims (Logistics, Adjudication,Payable) / Open Claims Management / Department Head
Jeffersonville, IN
11/2000 - 05/2023
●Managed Service Dispatch, Service Network Development, Claims Adjudication, Claims Payable, Claims Logistics, Data Entry and Open Claims management. Ranging from 40 - 112 employees
●Communicated with managers of other departments to maintain transparency and process fluidity.
●Created and enforced department policies, procedures and standards to establish productivity and quality.
●Kept employee workloads fair and balanced to achieve objectives while maintaining high job satisfaction and achievement of client service levels.
●Develop Department metrics and processes to track and report.
●Developed and managed employee Quality reviews.
Additional Duties - Non single role specific
11/2000 - 05/2023
●Managed all National Servicer accounts
●Managed all Regional Service accounts
●Manage Client Accounts - Managed account handling, service levels, metrics, outward reporting and escalation cases.
●Large Retailers
●Product Manufacturers
●Insurance companies
***************@*****.***
Louisville, KY 40202
Skills
●Business Recovery and Sustainability
●Project Management
●User Acceptance Testing (UAT)
●Staff Management
●Staff Training
●Six Sigma
●CRM Systems
●Product Development
●Business Requirements
●Forecasting and Planning
●Analytical Tool Implementation
●Process Optimization
●Microsoft Office Suite
●Customer Experience Control
●Business Process Mapping
●Requirements Definition
●Trend Data Analysis
●Presentations and Decks
●System Integration Testing
●Business Processes and Procedures
●Work Organizing and Prioritizing
●Process Flow Diagram Creation
●Scrum Methodology
●Write Reports
●Operational Efficiency
Education
McKendree University
Louisville, KY
Some College (No Degree): Customer Contact Center Leadership Management (CCCL)
Jefferson Community College
Louisville, KY
Some College (No Degree): Phlebotomy Certification
06/1998
Clarksville Senior High School
Clarksville, IN
GED
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