Case Analyst & Business Operations Analyst & Customer Service Rep

Ursula Noone

San Antonio, Texas 210-***-**** ********@*****.***

SUMMARY

Federalsector operations and case analysis professional with 6+ years supporting government contracts, program managers, and nationwide teams. Experienced in preparing contract deliverables and monthly reports, monitoring project tasks/risks, coordinating scheduling and logistics, and maintaining compliance documentation. Background spans CMS FFE case remediation, VA/TriWest program support, stakeholder communications, and highvolume data tracking. Adept with Excel, MS Teams, and government systems. Customer service professional with extensive experience in fast-paced customer service and contact center environments, supporting clients, resolving issues, and delivering high-quality service.

Experience

ASM Research / Case Analyst II (Seasonal ) Dec 2025 – April 2026

Provide project oversight support for CMS programs by monitoring case workflows, documenting risks, and tracking task status across multiple federal systems.

Prepare and update contractaligned documentation—including case summaries, remediation notes, and inputs to monthly reports—ensuring complete audit trails.

Investigate and resolve eligibility, enrollment, and premiumrelated discrepancies within the CMS Federally Facilitated Exchange (FFE); apply SOPs to adjudicate and remediate cases.

Coordinate with crossfunctional teams to triage, escalate, and close complex dispute cases; communicate outcomes to consumers via cloud telephony and written summaries.

Maintain strict compliance with CMS confidentiality, privacy, and federal data security standards; contribute to workflow investigations and continuous process improvements.

Accenture Federal Services/ Senior Business Operations Analyst Oct 2018 – March 2025

Supported nationwide VA/TriWest and MHS Genesis programs by coordinating onboarding/offboarding, travel (air, hotel, and ground transportation), resource scheduling, access logistics, and compliance validation for a contingent workforce, ensuring accurate coordination and operational support.

Experience in resource tracking, reporting, deliverable tracking, procurement, vendor management, change management, AP/AR, and service reporting, ad-hoc reporting, prepared reports, dashboards, and visualizations.

Produced executivelevel status reports, onboarding trackers, risk assessments, and 306090 day projections to inform program managers and leadership.

Monitored assignments in Beeline to ensure accurate contract terms, tenure limits, and policy compliance; partnered with hiring managers, vendors, and HR to resolve issues.

Revamped demand entry and rolloff procedures, **reducing processing time from ~25 minutes to ~10 minutes**; improved workflow efficiency and data quality.

Oversaw audit compliance in CLM, ensuring resumes and labor categories aligned with contract requirement, mentored project managers on federal onboarding standards and centralized platforms.

United Express Jet / Flight Attendant July 2014 - Oct 2018

Managed complex travel and logistics operations, coordinating crew schedules, operational briefings, and passenger communications under strict regulatory standards.

Utilized SABRE systems to support flight operations, review passenger and travel information, coordinate crew scheduling updates, and maintain accurate operational records in a fast-paced environment.

Maintained safety/security compliance and executed emergency procedures; delivered consistent, highquality customer service in dynamic, timecritical environments.

Led preflight briefings to ensure team alignment on protocols and responsibilities—transferable experience for stakeholder briefings and event support.

USAA Federal Savings Bank / Financial Foundations Specialist Sept 2012 – April 2014

Conducted needs analyses and recommended financial solutions; supported sales initiatives and provided reliable phone service to members.

Strengthened member satisfaction through tailored guidance and proactive followup.

Experienced in customer service and contact center environments, handling customer inquiries, issue resolution, and service support.

USAA Federal Savings Bank / Senior Website Support Feb 2009 – Sept 2012

Delivered specialized technical support via web, phone, and email; coached teams to ensure efficient, highquality assistance.

Identified product recommendation opportunities tied to member life events; enhanced engagement through clear communication.

Provided exceptional customer support in high-volume customer service and contact center environments, resolving inquiries, coordinating solutions, and ensuring customer satisfaction.

USAA Federal Savings Bank / E-Business Manager, PBX Operator April 1995 – Feb 2009

Supervised 40+ technicians; used NICE, IEX, and BI tools to provide realtime visibility into operations and performance.

Led reporting and analysis initiatives to inform budgeting and staffing; participated in callquality improvement programs and performance goal monitoring.

Education

Lakenheath American High School Graduated 1983

RAF Lakenheath, Suffolk England

Hallmark Institute of Technology Graduated 1987

San Antonio, Texas

Business Administration Certification

Core Competencies / Tools & Systems

Core Competencies

Project Oversight • Contract Deliverables & Monthly Reporting • Task & Risk Monitoring • Configuration/Process Controls • Vendor management

Nationwide Field Program Support • Travel & Logistics Coordination • Scheduling & Status Displays • Stakeholder Briefings

Compliance & SOP Adherence • Data Analysis & Reconciliation • CrossFunctional Collaboration • Continuous Improvement

Customer Service, Contact Center Operations, Customer Support, Call Center Experience, Issue Resolution, Client Relations

Tools & Systems:

MS Excel (PivotTables, lookups), MS Teams, MS Office Suite • ServiceNow • CLM • Costpoint • Beeline • Workday • PeopleSoft • IEX Workforce Management • NiCE IEX • SABRE

Power Automate • PowerTool • Government systems: FFE (CMS), CERRS • Cloudbased telephony platforms

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