Business Analyst Process

LaMaya Harris

Business Analyst

Dallas, TX 214-***-**** **************@*****.***

PROFESSIONAL SUMMARY

Strategic Business Analyst with a strong foundation in systems analysis, business process optimization, and stakeholder engagement. Proven ability to translate complex business needs into actionable technical requirements, foster cross-functional collaboration, and drive digital transformation initiatives. Experienced in working directly with stakeholders to elicit requirements, prioritize backlogs, and deliver scalable, compliant, and customer-centric solutions. Adept at bridging the gap between technical teams and business units, facilitating UAT, and ensuring alignment of development outcomes with business goals. Known for improving workflow efficiencies, enhancing system adoption, and delivering high-impact insights across insurance and financial services environments.

SKILLS

● Agile SDLC

● Business Process Analysis

● Requirements Gathering

● Jira

● Scrum

● Cross-Functional

Collaboration

● Workflow Optimization

● Defect Triage & Resolution

● Quality Assurance Strategy

● UAT Facilitation

● Regulatory Compliance

Analysis

● Data Validation

● API & Backend Testing

● Testing Artifacts

● Process Improvement

● Knowledge Management

Systems

● Regression Testing

● Performance Testing

● System Integration Testing

● SQL

WORK EXPERIENCE

Claims Associate Adjuster (Express) State Farm 2024 - Present

● Analyzed end-to-end pre-claim data intake and mitigation using Enterprise Claims System and MAX (Salesforce) to streamline claims initiation, ensuring multi-state regulatory compliance and optimizing intake workflows by 15%.

● Investigated fraud risk with pre-approved vendors to accelerate customer adoption of Select Service Shops to 80%, surpassing benchmarks by leveraging decision-support tools and driving vendor engagement strategy.

● Streamline queue management by triaging multi-channel escalations to ensure SLA compliance and prevent service delays, reducing SLA breaches and improving resolution turnaround through workflow tracking systems.

● Interpret jurisdictional regulations and policy data for lawful and policy-compliant claim assessment, ensuring compliant claim processing by 75%, minimizing legal risk, and aligning with enterprise standards.

● Audit claims through real-time data validation and investigative interviews, confirming claim legitimacy and clarifying processing next steps to enhance data accuracy and flag potential discrepancies pre-approval.

● Enable auto-pay functionality and optimize Select Service workflows by training cross-functional peers on MAX system capabilities, reducing support backlog, and streamlining customer support.

● Validate real-time claimant inputs and system entries to uphold data quality standards and minimize system discrepancies, reducing cases of rework, and enhancing system-wide downstream reporting accuracy. Senior BA/QA Citizens Bank (Formerly Franklin American Mortgage) 2015 – 2023

● Partnered with stakeholders to gather requirements, facilitate UAT, and triage defects within Agile/Scrum sprints and align system functionality with business needs, enhancing sprint velocity and defect resolution time.

● Conduct deep-dive sessions with business partners to understand gaps in the process, capturing expected outcomes, security considerations, and testing workflows.

● Facilitate grooming sessions with development and QA teams to vet requirements, update user stories, and capture technical action items for implementation that reduced customer churn and complaints by 15%.

● Engineered standardized QA frameworks including reusable test plans, training assets, and knowledge repositories to drive consistent testing practices and eliminate knowledge silos, reducing test prep time by 30%.

● Mentored 5+ QA analysts onshore/offshore on exploratory testing, test design, and critical thinking strategies using virtual training and peer reviews, reducing onboarding time and boosting team output.

● Validated end-to-end system behavior through functional, regression, integration, and UAT testing across the Loan Origination System (LOS), Lock Engine, and third-party platforms, improving success rate post-deployment..

● Led pre-production readiness reviews with cross-functional teams to assess risk, align stakeholders, and ensure seamless go- live transitions, minimizing deployment disruptions by 10% and enhancing change management.

● Performed API and backend testing to verify data integrity and service integration between services, internal and third-party platforms, identifying and resolving bugs prior to release.

● Synthesized defect metrics and trend reports, delivering insights to leadership to inform release planning, risk mitigation, and quality benchmarks that supported data-driven improvements and future development plans. EDUCATION

Bachelor of Arts and Science in Theology and Communications Dallas Baptist University Associates in Computer Information Systems Remington College (Education America)

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