Business Analyst / Knowledge Coordinating Prof
Resume:
PAM TOBIN
Jacksonville IL *****
******@*****.***
OBJECTIVE: To secure a Technical Business Analyst position utilizing my extensive document gathering experience while utilizing over 28 years of analytical, research, leadership, initiative, communication and organizational skills.
QUALIFICATIONS
Expert knowledge of current business practices and working with subject matter experts to collect and document user requirements and procedures.
Outstanding written and verbal communication skills including extensive contact with external Client Managers and internal Senior Management.
Experienced product implementation.
Ability to create classroom presentations and training materials.
Experience as Training Instructor in classroom setting.
Understanding of product configurations and system reference files.
Extensive Imaging workflow experience.
Leadership/supervisory experience focusing on positive reinforcement and constructive feedback.
Process improvement skills.
Self directed, detail oriented and excellent organizational skills.
Met deadlines in advance of projected timeframe and proficient at multi tasking.
Proficient at Quality audits and providing feedback.
Proficient with Microsoft Office software.
Ability to resolve unique employee and client issues.
EMPLOYMENT
June 2003 – May 2011 - CSC (Computer Sciences Corporation)
Business Analyst/Knowledge Coordinating Professional
Performed business/application process/business analysis, including requirement gathering and documentation.
Maintained and developed on-line procedure documents that were uniform and consistent for multiple system releases.
Developed and maintained functional processing workflows.
Performed document control activities including format and editing word documents.
Liaison between business users, senior management and compliance representatives to ensure accurate procedures.
Proactively communicated and validated processes with business subject matter experts and managers until projects completion.
Led walk through and discussions with internal senior management and external client managers to obtain approvals on procedures.
Installed final approved documents into web base format.
Prepared presentations and training materials to use in a classroom environment.
Facilitated classroom training to users to navigate through on-line manuals and update maintenance guidelines.
Coordinated with Company Directors to make improvements in the program.
Analyzed, monitored, and assigned daily request received for processing.
Multi task between different projects on daily basis.
2001-June 2003 CSC (Computer Sciences Corporation)
Supervisor/Quality Control Coordinator
• Validated and tested new spec modifications while utilizing system reference files (PDF, IAF, MPF and CIR).
• horoughly reviewed and approved policies and correspondence for accuracy.
• Identified and documented employee errors. Resolved by providing feedback to employee and used as a training tool.
• Updated and modified procedures and provided training to employees.
• Performed weekly audits of all work and presented written feedback to employees.
• Active in improving department productivity and providing supervisory assistance.
• Used imaging software to monitor workflow and review files.
1997-2001 CSC/Mynd
Supervisor - New Business Department
• Extensive processing on administrative system.
• Validated and tested new system spec modifications for New Business policies.
• Career development and performance counseling of team members.
• Frequent interactions and effective communication with clients and senior management for problem resolutions and service enhancements.
• Led the administrative movement of blocks of insurance business for 3 clients simultaneously.
• Team leader of a continuous process improvement project, which focused on efficiency and enhanced workflow procedures.
• Traveled to client companies to establish guidelines and processing procedures.
• Monitored all work to ensure service standards were met.
• Researched problem cases and provide detailed analysis to Management.
• Extensive hiring of new employees and established training guidelines.
• Ability to work in a fast paced environment as well as focus on individual deadlines.
1999-2000 CSC/Mynd/Cybertek
Supervisor - Death Claims Department
• Oversaw the processing of all death claims for several companies and monitored work on a daily basis to ensure service standards were met.
• Reviewed claims processed for accuracy and authorized payments.
• Provided claim reports to Clients and Management, noting back log, productivity improvements and total pending/paid.
• Identified training issues and suggested appropriate classes to ensure employees obtained necessary knowledge to process a variety of claims.
1995 -1997 Cybertek
Senior Customer Service Representative
• Sole processor of Life and Annuity Death Claims for multiple companies.
• Extensive processing on administrative system.
• Assisted policyholders and agents with policy related questions.
• Extensive call center experience.
• Provided guidance and mentored less experienced co-workers.
1982 -1995 John Deere Life Insurance Company
Customer Service Representative
• Accurately processed major medical and dental claims for group insurance.
• Acted as primary Death Claim Adjudicator.
• Assisted policyholders, agents and clients regarding policy related questions.
• Extensive call center experience.
• Assisted with complicated cases that involved legal counsel.
EDUCATION
2003 Associate Customer Service Designation ACS - (Life Office Management Association - LOMA)
• Obtained by passing 5 required classes (Loma 1, Loma 2, Law, Marketing & Customer Service)
1990-2001 John Deere Life Insurance Company/Cybertek/Mynd
• Self-improvement & leadership courses.
1981-1982 Lincoln Land Community College
• Business Administration classes
1977-1981 Jacksonville High School
REFERENCES Available upon request
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