Business Process Analyst, Project Management
Resume:
Scott Helm
***** ******** *******, ********, ** *3236
804-***-**** ***********@*****.***
Summary
Highly motivated, energetic and collaborative analyst, successfully combining technical, business and communications skills. Experience with BPM, PMBOK and Six Sigma. Knowledgeable in Word, Excel, Power Point, Visio (flow charts) and Project. Tested and developed business process improvements and related documents, re-engineering procedures, test plans and test cases. Perform well with different personality types and can be counted on to get the job done.
Skilled with process mapping with an emphasis on business needs definition to improve and ensure effectiveness and efficiency of business operations.
Process Mapping / Data Mapping Process Documentation
Data Flow and Analysis Requirements Analysis/Definition
Quality Assurance Business Process Analysis
Customer Acceptance Procedure Functional Activities Procedure
Completed enterprise level mapping projects for Fortune 200 financial services company using structured process analysis and mapping methodologies.
Education
Graduate work in Journalism, Iowa State University. Ames, IA. All but thesis.
Emphasis: Public relations
Bachelor of Arts in Communications, Christopher Newport University. Newport News, VA.
Minors: political science, theatre
Six Sigma training. Yellow Belt, Capital One University.
Multiple marketing classes under Branding College, Capital One University.
Technical Experience
Analysis- planning, documentation, design, integration and implementation of enterprise wide Business Process Reengineering projects (BPR). Process evaluation includes use process flows, data flows. Engineered remedy after identifying gaps. Created solutions to overcome unintended customer declines at US Card. Trained staff on same.
Tools- Excel; PowerPoint; Word; Windows NT; KnowledgeLink, LiveLink, Control chart, CTQ, SIPOC, Histogram
Methodologies: Six Sigma trained by Capital One. Pending CAPM certification through PMI workshop. Agile
Budget/Forecasting: Shopped for vendors, RFQ, RFP for publishers and UNOS, managed $500K/annual operations budget. Calculated projected losses with failure to comply or take action steps at UNOS and Capital One. Forecasted revenue gains with process improvement, translating to tens of millions of potential lost revenue that was saved.
Troubleshooter: Often sought out by different levels of management to create solutions, remedies, streamline processes. Conducted analysis of business issues and challenges. Analyzed complex scenarios. Defined business problems and drove solution prioritization. Often called upon to assist in diagnosis and repair of operational issues.
Process Improvement: Developed, coordinated and designed processes, workflows and systems to accomplish business needs. Identified goals and metrics to support program monitoring and evaluation. Designed methods for integrating functions and processes.
Professional Experience
Operations Specialist 3, Collabera (Bank of America), Richmond, VA. September 2011 to present
Performed research and analysis of client information residing on bank’s systems of record.
Participated in various initiatives and projects, in a team atmosphere, to meet business partner deadlines.
Investigated and resolved account issues across lines of business. Produced weekly progress reports for management.
Software: MS Word, Access, Excel, Outlook, Clarity.
Analyst, Express Employment (310 Marketing), Richmond, VA. June 2011 to September 2011
Interviewed US and international C-level executives to glean company data about personnel and facility needs.
Matched executive or company needs with economic development offices across the country, creating US jobs.
Prepared reports for senior developers outlining executive needs, company requirements and geographic desires.
Software: MS Word, Excel, Access, Outlook, PowerPoint.
Project Coordinator, Capital One, Richmond, VA. October 2008 to January 2010 (informal part-time Six Sigma role)
Served as liaison between cross-functional areas. Defined business problems and drove solution prioritization.
Defined and verified scope statement for projects, to include SME interviews, required expert opinion, surveys, observations and alternatives.
Initiated project planning phase to include listing of SME’s, stakeholders, users and Impacted Processes. Charted data and interpreted results.
Built consensus and confirmed current and future state processes to include needs, wants, lessons learned, best practices and business rules.
Performed review of current workflow and data capture tools.
Documented business use cases.
Performed independent research using team members and management library.
Conducted analysis of business issues and challenges. Analyzed complex scenarios.
Participated in defining and implementing solutions to solve complex, multi-disciplinary problems with long-term implications.
Mapped out processes and performed change management for improvements and streamlined business processes.
Mapped “Current State” and designed “Future State” processes and system enhancements utilizing Visio.
Developed idea lists with subject matter experts to test hypothesis and create models and find Six Sigma solutions.
Software: MS Word, Project, Excel, Outlook, PowerPoint, Visio, Unisys, Profit, Experian, KnowledgeLink.
Personal Account Manager, HVS, Capital One, Richmond, VA. October 2008 to January 2010
Offered world class service to high value customers. Resolved customer issues, using systems, following bank policies and regulations. Worked on process and project work for High Value Servicing, Operations and Consultative Sales Departments.
Developed weekly statistical reports for managers across business lines to monitor and evaluate associates. Compiled team data for weekly reports.
Mapped “Current State” and designed “Future State” processes and system enhancements utilizing Visio.
Supported data mapping between new and legacy system using Visio.
Assisted team leaders with administrative duties and floor coaching and side-by-side training of new associates.
Software: MS Word, Excel, Outlook, PowerPoint, Visio, Trol, Unisys, Profit, KnowledgeLink.
Consultative Sales Associate, Capital One, Richmond, VA. June 2007 to October 2008
Offered sale or upgrade of products of services to customers. Used negotiation and sales skills to discover customer needs and position the value of marketing strategies. Worked on process and project work for different departments.
Developed weekly statistical reports for managers across business lines to monitor and evaluate associates. Compiled team data for weekly reports.
Conducted cost benefit analysis of green roof installation for CEO to determine best ROI for installation of green roof (under Environmental Council).
Performed independent research using team members and management library.
Assisted team leaders with administrative duties and floor coaching of new associates.
Conducted cost benefit analysis of green roof installation for CEO to determine best ROI for installation of green roof (under Environmental Council).
Assisted team leaders with administrative duties and floor coaching and side-by-side training of new associates.
Software: MS Word, Excel, Outlook, Word, PowerPoint, Visio, Unisys, Profit, Experian, KnowledgeLink.
Account Supervisor, ART, Capital One, Richmond, VA. January 2005 to June 2007
Evaluated customer situations and created solutions wherever possible that complied with company policy and banking regs.
Assisted team leaders with administrative duties and floor coaching of new associates.
Software: MS Word, Excel, Outlook, PowerPoint, Unisys, Profit, KnowledgeLink.
Market Research Interviewer, Alan Newman Research, Richmond, VA. May 2004 to March 2005 (part-time)
Conducted telephone interviews of potential candidates for focus groups. Screened successful matches for focus groups and tabulated interview results.
Software: MS Word, Excel, Outlook, Word, PowerPoint, Unisys, Profit, KnowledgeLink.
Owner, NewsroomUSA, www.newsroom-usa.com. Richmond, VA. January 2003 to May 2006
Assisted Vice President of Sales with outside sales presentations to national associations and trade groups.
Developed and implemented business and marketing plans for this job site created for media professionals.
Formed partnerships with affiliate members of JobTarget.com to share job ads and news.
Software: MS Word, PowerPoint, Outlook, PC and Mac.
Managing Editor, UNOS Update. Richmond, VA. July 1999 to March 2002
Trained and monitored ad staff, designer, contributing writers, and print and mailing vendors.
Composed speeches and press releases and developed corporate statements for doctors and executive director.
Coordinated editorial content, design and production of trade journal and website produced for medical community.
Created strategic planning and program development for media and public.
.Created content for print and web
Researched and created advertising policy from scratch for committee, board and executive approval and implementation. Oversaw all production, advertising and related staff and vendors. Renegotiated print contract saving publisher 10 percent costs over previous year.
Managed editorial and production budgets, annual operations budget, monthly and quarterly financial reports, billing for magazine and website, mailing list contracts and rights issues and proofs.
Performed market analysis of competition for trade journal and website. Supervised $500K in annual sales and solely responsible for $100K in first year sales.
Interviewed job candidates, hired and trained. Groomed news, design and ad staff for state trade awards.
Expanded news coverage, doubling news content online and in print.
Software: MS Word, PowerPoint, Excel, Visio, Outlook, QuarkXPress, PageMaker, Photoshop, Ventura Publisher, Dreamweaver, PC and Mac.
Professional Recognition
Peer Recognition: State and national awards for writing, editing and design. Corporate liaison at shows and conventions. Recognized by Capital One for excellent customer service, performance metrics and problem solving.
Editor, “Organ Procurement Organizations, Best Practices,” Clinical Transplantation, Vol. 15, Issue s6
Interviewed at length, “Altruism’s Limits: Law, Capacity and Organ Commodification,” Rutgers Law Review, Winter 2004
Honors and Awards
Richmond Outstanding Achievement Recognition Award, Capital One, 2nd Quarter 2009
Nominee, Circle of Excellence Award, Capital One, 3rd Quarter 2008
Nominee, Q Award, Capital One, May 2007
Richmond Outstanding Achievement Recognition Award, Capital One, 4th Quarter, 2005
APEX Award of Excellence for Magazines and Journals
Best in Virginia Award of Merit for Web Sites, International Association of Business Communicators (IABC)
UNOS Employee of the Month, June 2001
Best in Virginia Award of Excellence for Web Sites, International Association of Business Communicators
Excellence in Editorial Pages, 2nd place; Excellence in Series Writing, 1st place; Excellence in Business Pages, 1st place (Virginia Press Association)
Associations
Project Management Institute (national and Central Virginia Chapter), member
International Freelance Photographers Organization, lifetime member
Testimonials
“Scott has a knack for asking the right questions and is customer focused in terms of delivering updates and focused news stories in a timely and professional fashion. He is thorough and thoughtful in his communication to me and the wider team regarding deadlines and new work and is a go to person in the update process.” – Ronda Ellcessor Ingersoll, Senior Administrative Manager, Office of Environmental Sustainability, Capital One
“Scott would be a tremendous asset to any organization or institution. He is a dedicated worker with good news judgment and a strong work ethic.” – Mark V. Rosenker, Chairman, National Transportation Safety Board, and former White House Executive Staff and former Assistant Executive Director, UNOS
“Scott's knowledge of process and procedures was unmatched, except maybe for his strong desire to always do what was right for the business and the customer. He was known as the go to person to resolve the thorniest of situations and Scott always was willing to help out his fellow peer.” – Pat Zohab, Unit Manager, High Value Service Department, Capital One
“Scott has a number of strengths and skills, particularly his writing style, his business acumen and his ability to create appropriate content both for print and electronic formats. He is highly motivated and interacts well with a variety of professional interests and personality types.” – Joel D. Newman, Assistant Director, Communications, UNOS
Volunteer Work
Chief contributor in gathering and delivery of green e-news headlines for Capital One's Environment Council.
Environmental Council (Working Group), Capital One (2006-2010)
Adult leader, Boy Scouts of America, Pack 1892 (Fall 2008-present)
Contact this candidate