Business Analyst Service Delivery

AVELINA GUZMAN

Rome, GA 706-***-**** ***********@*****.*** LinkedIn

PROFESSIONAL SUMMARY

Business Analyst & Project Manager experienced in leading strategic initiatives, operations, and program management. Excels in driving change management efforts to streamline workflows, improve service delivery, and enhance system efficiency. Skilled in managing multiple programs, mitigating project risks, and resolving issues to deliver projects on time and on budget. Known for sound decision-making and problem-solving, with the ability to synthesize complex information and deliver innovative solutions. Demonstrates a commitment to professional growth, underscored by earning a dual MBA and MS in Management Information Systems.

KEY SKILLS & EXPERTISE

Project Management Change Management Business Requirements Cross-functional Team Leadership Systems Implementation Process Management Risk Management Stakeholder Management Data Analysis & Reporting Process Improvement Resource Management Program Management PROFESSIONAL EXPERIENCE

Georgia Department of Public Health Sep 2009 – Present Business Analyst, Women Infants & Children (WIC) Program Jan 2023 – Present Oversees district-wide WIC operations, delivering project and program leadership to clinics and staff, including policy development, audits, and reporting; supervise 5-member operations support team. Implements data-driven approaches to streamline processes, enhance service delivery, and improve stakeholder satisfaction.

• Elevated operational efficiency by driving usage and adoption of the digital eWIC system, enabling faster resolution of issues, expedited service delivery, and reduced administrative workload.

• Enhanced call center performance and customer satisfaction by developing and refining call scripts for consistency in addressing common inquiries.

• Achieved 100% compliance from new hires within the first 30 days of employment by implementing comprehensive onboarding and training on internal software systems and processes.

• Streamlined the participant scheduling process by conducting stakeholder interviews to identify process pain points; created standardized templates that reduced inconsistencies and improved overall clinic efficiency.

• Achieved 95%+ compliance in state auditing evaluations through consistent application and management of policies and procedures.

• Boosted internal productivity by conducting process assessments to identify pain points and optimize internal workflows with new automated system.

• Led collection and documentation of business requirements from cross-functional stakeholders, translating them into actionable technical specifications for new system design and implementation. Operations & Administrative Support Supervisor May 2016 – Jan 2023 Promoted to manage larger scope of program operations and oversee cross-location support teams. Instrumental in developing training materials and programs, driving technology adoption, optimizing operational efficiency, and maintaining compliance with state regulations.

• Launched call center in partnership with WIC leadership team and vendors; led implementation, established processes, and created multilingual messaging that improved client communication and service delivery.

• Led rollout of new statewide technology systems across clinics, facilitating a seamless transition to drive full adoption and compliance through tailored training programs.

• Increased internal productivity by developing and implementing a digital filing system that eliminated manual processes and enhanced document accessibility.

• Improved program compliance by conducting comprehensive operational audits and staff refresher training on regulatory changes and software updates.

• Reduced participant onboarding time by 80% through ongoing system training on the eWIC records system. Project Manager & Program Associate Oct 2011 – Apr 2016 Managed a range of WIC program operations, including reporting, technology systems, and procurement across 10 clinics. Drove efficiency through process optimization and staff training.

• Led cross-clinic projects to deliver more consistent service by implementing standardized workflows and reducing operational discrepancies.

• Optimized clinic operations and capacity planning by analyzing caseload data to improve resource utilization.

• Contributed to more efficient inventory management by developing and implementing a standardized ordering system.

• Improved fraud detection by leading participant eligibility audits to identify and resolve inconsistencies and mitigate compliance risks.

• Delivered more accurate and consistent reporting by partnering with IT team to analyze and reconcile data discrepancies. Program Assistant, Interpreter Sep 2009 – Oct 2011 Charged with supporting clinical and administrative teams in managing enrollment, eligibility verification, and participant education. Promoted from Interpreter within 6 months of start. EDUCATION & CERTIFICATION

Master of Business Administration (MBA), Business Administration & Management, Kennesaw State University Master of Science (MSIS), Management Information Systems, Kennesaw State University Bachelor of Business Administration (BSBA), Business Administration and Management, Shorter University Change Management Certification Prosci

SOFTWARE & TECHNICAL PROFICIENCIES

SharePoint Tableau ADP QuickBooks Teams Adobe Suite Microsoft Office Suite: Word, Excel, PowerPoint LANGUAGE PROFICIENCY

Fluent in Spanish & English

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