Customer Service Quality Assurance

Business Analyst

PERFORMANCE PROFILE

Motivated and driven professional with over 3 years of hands-on in data/systems analysis, process improvement, training, metrics reporting, and project planning in healthcare. Extensive business operations experience in various fields including healthcare, financial and customer service. Proven leadership in small teams that yielded successful delivery of system and business requirements through effective knowledge, people, process, and technology management.

CORE COMPETENCIES

• Experience in process planning, technical writing, management reporting, and project documentation, system design, configuration, plus user acceptance testing and user group training/support.

• Comprehensive understanding of business process/software development life-cycle (SDLC) management principles, theories and concepts.

• Adaptability to shifting priorities, demands and timelines through analytical and problem-solving capabilities.

• Extensive experience in MS Office, Snag-It, Webex, Adobe Pro, Siebel, ClearQuest, Fusion Voice, Fusion Manager, and SCC Soft Systems (proprietary laboratory information system). Experience in Six Sigma methodology, along with HIPAA, ICD9 codes, CLIA, and CAP standards. Intermediate Access. Basic SQL language, Visio and Project.

PERFORMANCE HIGHLIGHTS

Analysis

As team lead, facilitated communication among developers and subject matter experts to elicit and establish system requirements, technical vision and analyze tradeoffs between usability and performance needs.

Design and Testing

Collaborated with a virtual team of four professionals in the design, configuration, testing, and maintenance of report templates in a multi-million dollar project to develop a new laboratory information system. By utilizing design and build experiences and knowledge of business processes, interfaced with technical and non-technical personnel within and across agencies to define business and technical requirements.

Documentation

Compiled accurate change documentation when gathering requirements for software upgrades. Also maintained documentation of systems specifications, business requirements and defect tracking during system building, implementation and maintenance.

Operational Support

Demonstrated efficient time management skills by working effectively when performing tasks in multiple capacities including configuration, testing and providing support to 200+ users during the implementation of a new laboratory information system. Generated monthly reports to show department production metrics.

Professional Experiences

Dec 2006 – Present Lead in Support Services, LabCorp Integrated Oncology, Los Angeles, CA

Oversaw successful daily operations by managing a team of up to10 transcriptionists and reporters through ensuring that appropriate coverage, training, and quality assurance standards are satisfied according to company policies/procedures and HIPPA/ICD9/CAP-related regulations and guidelines. Analyzed data and generated monthly reports to show department metrics.

January 2008 – June 2011 Business Analyst, Special Projects, Genzyme Genetics (now LabCorp IO), Los Angeles, CA

Accomplished multiple tasks as part of a team of four in the design, testing, implementation and maintenance of 49 report templates for a four-phase, multi-million dollar laboratory information system project. Also worked with stakeholders in the gathering, documentation and presentation of business system requirements.

Oct 2003-Mar 2006 Database Support / Admin. Asst., Caliente Youth Center, Caliente, NV

Maintained database for a youth correctional facility and campus with a population of 140 students and 70 staff members. Also provided administrative support and generated financial/management reports for the Superintendent and Finance department.

Aug 1999- April 2003 CS Rep/Case Info Lead, Impath, Inc. (now LabCorp Integrated Oncology), Los Angeles, CA

Enhanced client relationships by utilizing excellent listening skills, patience and critical thinking in a call center environment.

1997-1999 Tax Processing Specialist, ADP, Ltd., San Dimas, CA

Ensured timely and accurate filing of employer state taxes, and the resolution of client tax liens and penalties.

EDUCATION

Master of Information Systems, University of Phoenix, February 2012

Bachelor of Arts in Organizational Communications, University of the Philippines, April 1991

SIGNIFICANT TRAININGS

• "Great Supervisor Training" course • SQL Fundamentals • MS Office Suite • Managing Personal Growth

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