Adam Back Email & Phone Number

San Francisco, California, Us

Oakland, California, Us

Analyst supporting the SBC Mandate project with successes in the market launch for Small Business with a redesigned template, a redesigned Blue Shield of California policies page and the automation of documents to the Blue Shield of California web page that were previously manually loaded that will provide a more positive customer experience.Assembled functional requirements for a new customer site to host group documents and also worked directly with third party vendor Arvato to ensure that we meet our mandate goals and stay within budget and timeframe.Construction of test cases and coordinated training and testing for a variety of tools including a new company wide medical calculation tool and a new group page for Core Iteration plans which will benefit customers in cost estimations.Leveraging existing processes and making improvements to the current site documents to provide a predictable URL that will link directly to the customer’s documents and maintaining project goals in JIRA tool.In depth analysis of current site gaps which would impact the customer service experience and executing solutions to make the site a more progressive experience for the customer.Primary point of contact for the Amendment to SBC project and providing enhancement suggestions for an improved customer experience.Partnering with Customer Service and utilizing the current Salesforce CRM tool to suggest updates for the customer process to ensure we exceed the current sales process needs and improve performance.Auditing of production documents and implementing changes to create a new SBC template to be available to all customers with an enhanced URL that will provide a direct link to the customers corresponding documents.Provided improvement suggestions including a shared mailbox for batch process emails and multiple updates to the current Blue Shield of California polices page to improve production.

San Francisco, California, Us

Accepted promotion to Lead Business Systems Analyst for the Corporate Properties Group delivering technical and customer support with an emphasis in data analysis for our financial stakeholders with an expertise in SAP, Business Objects Reporting, IWMS, Quality Center and Remedy.Analyzed and improved reporting distribution for financial partners in Corporate AP with a proficiency in SAP.Project lead for reporting migration project and awarded with multiple internal excellence awards for project success.Operational support for financial partners including report creation and logging technical enhancement requests.Partnered with finance stakeholders and engineers to collaborate on existing application defects and enhancements.Operated as the technical lead for enhancement requests involving the Business Objects reporting structure.Utilized strong financial knowledge to identify process gaps and worked closely with stakeholders to establish excellent working relationship and maximize efficiency with tools and technology.

San Francisco, California, Us

Primary Analyst supporting the Enterprise Access Management team with a strong efficiency in technical enhancement requests and change coordination with an expertise in SAP, Business Objects, Mobile Banking, Quality Center and TRIRIGA.Subject matter expert for change management and change coordination requests with numerous Shared Success Awards received due to outstanding service in an application enhancement project.Project lead on several small to medium sized projects with demonstrated success in completing project timelines and meeting budgetary guidelines.Data management responsibilities included developing and delivering monthly and weekly distribution reports to highlight business objectives and project status including the creation of new reports to support business partners.Gap analysis utilizing reporting data to suggest improvements in current process and provide enhancement updates.Review of existing procedures and processes to identify, analyze, and interpret trends or patterns for process enhancements.Creation of test scripts and partnering with stakeholders for User Acceptance Testing.Created end-user self-service tools and documentation.

San Francisco, California, Us

Developed, analyzed and implemented risk-related policies and procedures to maximize customer service satisfaction.Communicated with customers via various forms of communication to resolve Fraud related issues including mobile banking and track those fulfillment issues. Analyzed data, reports and correspondence regarding Fraud related statistics.Partnering with customer service and legal department for fraud claim resolution and identifying areas of improvement to maintain high company reputation and customer loyalty and satisfaction. Directed User Acceptance Testing on internal fraud detection applications and provided suggestions on how to maximize our fraud tools and applications to save employees time and maximize accuracy for claims.Operational support including SharePoint administration and report tracking for open and outstanding fraud claims.

Nashville, Tennessee, Us

Analysis of online and telephone sales and customer service reporting data for several internal web based products to streamline the customer experience and provide more proficiency in sales operations.Identified focal points for continuing improvement and refinement of Sales Operations and Customer Service method to increase sales and retention.Application testing including the creation of test scripts and validation for product and mobile support.Liaison for the Development teams and providing support regarding testing and quality assurance including validating post–implementation results.Operational support for reporting application to disseminate across multiple business lines and IT support teams.Served as internal process expert, providing customer and technical support and analysis for customer product.Primary contact for post-implementation troubleshooting of product and application upgrades to ensure customer satisfaction.Examined known issues including monitoring and reporting of application defects.

Round Rock, Texas, Us

Account management of clients for large corporate accounts. Technical support for an extensive collection of software packages. Relationship sales and support including products such as Dell Laser Printers, All in One printers, Xerox Scanners, Canon Multifunction Printers, etc.Partnering with various teams to provide support for end users and customers.Environments: Oracle, MS Access, MS Project, Linux, Novel, MS Windows Small Business Server, Unix, MS PowerPoint, XP Home, XP Professional, Adobe, Symantec PC Anywhere, Power Edge Servers, 10g Enterprise Edition, Standard Edition, Fusion Middleware, Collaboration and Developer Suite’s.