Business Process Analysis

CARLIE TRONEL

Denver, Colorado • 720-***-**** • *******@*****.*** • http://www.linkedin.com/in/ctronel

Transformative Business Process Specialist Expert in BPM, Business Analysis & Digital Workflow. Skilled in developing and implementing automated solutions to reduce manual process time by up to 95%. Hire me to improve your process efficiency and success, aligning Business and IT initiatives. I excel in driving operational efficiency, enhancing customer experiences, and completing complex projects.

CORE COMPETENCIES and SKILLS

Business Process Management: process analysis, modeling, optimization, automation, mapping, reengineering, topology design, lifecycle analysis.

Business Analysis: solutions design, enterprise analysis, requirements analysis, elicitation (business, data, non-functional, functional, system, architectural schematics). Data mapping, analysis, visualization, business workflow modeling, testing. Design techniques include wireframes, user stories, and use cases.

Digital Workflow Transformation: digital fulfillment, rapid response solutions, enhanced customer experience. Technologies include Optical Character Recognition (OCR), Mobile Technology, API-based Integration.

METHODOLOGIES / TECHNOLOGIES

Analytics / Reporting Tools: Microsoft365 Suite, Cognos, SQL, Google Suite

Digital Workflow: Ephesoft’s Transact Software

Methodologies: Agile (SAFe, Scrum, RUP, Hybrid XP, Stack/Parallel), Waterfall, Total Quality Management

Project Management Tools: Microsoft Teams, Google Meet, Zoom, SharePoint, Confluence, OnBase, Copilot, ChatGPT, JIRA, RALLY, Azure

DevOps, ServiceNow, Salesforce (Lightning and Classic), SAP S/4HANA, Visio, Lucid Charts, Signavio

Modeling Languages: BPMN, UML

Language Proficiency: Fluent in French

PROFESSIONAL EXPERIENCE

(Representative listing of work greater than 4 months in duration)

State of Colorado, Metro Denver, Colorado (State Government) 03/2024 – 02/2025

●Performed administrative and data entry assignments for the State of Colorado while searching for Senior Process Analyst and Senior Business Analysis roles and researching for a Capstone Project. Tools include Micorsoft365, OnBase, and SharePoint.

●Colorado Secretary of State Office (Document Validation and Verification) 11/2024 – 02/2025

●Colorado Department of Healthcare Policy & Financing (Benefits) 06/2024 – 06/2024 (Remote)

●Department of Public Health and Environment (Water Permit Renewals) 03/2024 – 05/2024 (Remote)

Charter Communications, LLC, Greenwood Village, Colorado (Telecommunications) 07/2023 – 12/2023

Contract Integration Analyst, Enterprise Systems Operations, Enterprise Process Management

●Managed and updated Charter’s Sales Product Team's process workflows and documentation for the Enterprise Operating Model, ensuring timely project completion.

●Guided end users through Charter's Enterprise Operating Model using the ETOM framework in VISIO, encompassing 5 process levels, 150 workflow sections, and 220+ functions, resulting in streamlined processes and enhanced operational efficiency.

●Elicited and collaborated on business requirements with business stakeholders, subject matter experts, and leadership to identify, update, review, and approve workflow changes, improving accuracy and stakeholder satisfaction.

●Engaged 30+ stakeholders in discovery sessions on requirements and workflow reviews, resulting in comprehensive documentation.

●Modified workflows using BPMN, clarifying internal team actions and handoffs for better coordination.

●Projects included Client Cloud-Based Security and Enterprise Sales Solution Pricing Tool projects, using Microsoft365, VISIO, and OnBase.

Deluxe Corporation, Saint Paul, Minnesota (Financial Services) 02/2022 – 12/2022 (Remote)

Contract Senior Technical Support Analyst, Sales Order Processing Operations

●Provided technical support to the SOP group in the payments division, ensuring accurate processing of contract orders in Salesforce and SAP’s S/4HANA, which improved operational efficiency and accuracy.

●Led over 35 review sessions across 10+ business groups, documenting and analyzing 400+ activities for process mapping and validation for the key payments channel (Lockboxes), resulting in accurate documentation and improved stakeholder alignment.

●Tools included Office 365, SharePoint, VISIO, and Lucid Charts.

Deluxe Corporation, Saint Paul, Minnesota (Financial Services) 11/2021 – 02/2022 (Remote)

Contract Senior Solution Consultant - Content Services

●Collaborated with experts and stakeholders to document activities before and after the launch of SAP’s S/4HANA. This effort standardized global business processes, improving operational efficiency.

●Created / updated 20+ diagrams for Order to Cash, Sales Promotion, and Pricing processes. These diagrams met Organizational Change Management goals by identifying, updating, and implementing key financial processes.

●Tools included Office 365, SharePoint, VISIO, and Lucid Charts.

State of Colorado, Denver, Colorado (State Government) 04/2020 – 11/2021 (Remote)

Contract Business Systems Analyst, Office of Information Technology

●Facilitated business process modeling for Child Welfare and Youth Services by conducting 75+ process sessions and creating baseline lifecycle models, improving clarity and efficiency.

●Documented business rules and data conversion for the Trails application, ensuring consistent data management and data governance.

●Conducted functional and gap analysis for the Trails Modernization project, holding 40+ vendor sessions and creating a customized map for 450+ functions, providing clear measures of project progress.

●Assessed over 400 scripts from software development in the Azure DevOps pipeline, validating those scripts matched vendor program code.

●Documented the Colorado Medicaid pipeline, identifying and analyzing root causes of payment errors, creating technical documents, recommending process improvements, improving understanding of payment transfers and reducing errors.

●Applied used data visualization to identify patterns and trends, facilitating better decision-making.

●Supported the Provider Services Unit in credentialing and licensing, ensuring compliance and improved operations.

●Utilized the Scaled Agile Framework (SAFe) for Program Incremental Planning, writing user stories, gathering requirements, performing user acceptance testing, and conducting gap analysis, resulting in successful project delivery and stakeholder satisfaction.

●Agile Methodology. Tools included Azure DevOps, Office 365, and VISIO.

WorldPay FROM FIS, Denver, Colorado (Financial Services) 07/2019 – 01/2020

Contract Business Analyst, Merchant Solutions, Integrated Payments / Product Engineering

●Integrated over 15,000 merchants and partners into the point-of-sale payment platforms, ensuring seamless, accurate credit card processing in compliance with PCI DSS guidelines.

●Elicited and collaborated on business requirements with business stakeholders for the product engineering group

●Provided technical support and documentation for the intake to delivery lifecycle.

●Created an end-to-end data system diagram, documenting the migration of merchant and partner data into internal systems.

●Utilized the Scaled Agile Framework (SAFe) to conduct Program Increment (PI) Planning, managing sprints, writing user stories AND bug/defect reports, driving continuous improvement.

●Agile Methodology. Tools included Azure DevOps, Office 365, VISIO, SharePoint, and Confluence.

Arapahoe County, State of Colorado (County Government) 6/2018 – 10/2018

Contract Senior Business Analyst, Business Relationship, Information Technology

●Enhanced business systems analysis and process support for Workforce Case Management and Child Protective Services Document Repository Projects, resulting in standardized, streamlined processes, improving document access for caseworkers.

●Elicited business requirements and wrote user stories, ensuring clear and comprehensive documentation of business needs, facilitating effective communication between stakeholders.

●Agile (Scrum) Methodology. Tools included Office 365, VISIO and SharePoint.

CRIF Select, Greenwood Village, Colorado (Financial Services, Indirect Lending) 12/2015 – 03/2018

Senior Business Analyst, (FTE (02/2017 – 03/2018); Contract Solutions Consultant, (12/2015 – 02/2017

●Spearheaded the digital transformation of auto loan processing, designing the solution moving from paper-based to a fully digital workflow with OCR technology, reducing processing times by 95%.

●Led the business process modeling initiative, standardizing the auto loan lifecycle and facilitating cross-unit replication using industry best practices for process improvement.

●Directed the RFP, POC, and vendor selection processes, authored the SOW for a $2M digital transformation project, and partnered with procurement to obtain funding.

●Gathered and worked on business requirements with stakeholders, overseeing the entire process and all project communications, including executive leadership, senior management, subject matter experts, project team, and vendors.

●Strategic analysis covered the current state, gap analysis, interim state, future state, and potential technical change strategy.

●Mentored the project team and loan reviewers in best practices, helping them understand how digital transformation would improve and expedite their work.

●Agile Methodology. Tools included Ephesoft’s Transact Software, Office 365, JIRA, VISIO, and Signavio.

EDUCATION

Master of Arts in Global Community Engagement 03/2021 – 06/2023

University College, University of Denver – Denver, CO

Currently on academic leave: conducting research on how to identify and counteract bias in Artificial Intelligence Platforms (AI). (Expected return – September 2025, online and evening courses).

Master of Liberal Studies, Concentration in Global Affairs

University College, University of Denver – Denver, CO

Bachelor of Arts in Economics

University of Denver – Denver, CO

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