Becky Morris (She/Her) Email & Phone Number

Springfield, Massachusetts Area

• Utilizing an Agile SCRUM approach, develop and review Agile stories using the Gherkin syntax.
• Make recommendations about products and features that support a positive, secure and efficient customer experience.
• Analyze the 3rd party/product integration aspects of business requirements and effectively work with vendors to implement such requirements.
• Create and own business requirements documents which drive platform evolution.
• Design test cases to monitor system functionality and support system enhancements.
• Monitor and evaluate processes and KPI’s in order to improve the customer experience.

Enfield, CT

• Liaison between corporate clients and internal and external stakeholders
• Active member in New Business negotiations with new contracts
• Formed and enhanced relationships with multiple corporate clients
• Lead in the project redesign of all forms and letters
• Automated multiple letters saving more than 5,000 hours annually
• Lead in procedures generation and workflow streamline

Springfield, Massachusetts Area

• Life Post Issue Owner/Beneficiary/Complex Inquiry Team. Team of 18 located between MA and AZ responsible for over 100,000 requests annually. 2017 Gold Stevie Award winner for Back Office Professionals.
• Team Problem Solving Champion, training & coaching team on lean system tools
• Implemented more than 30 process improvements resulting in more than 1100 hours saved.
• Manage daily huddles and numbers forecasting as well as segmenting pending requests
• Team contact for escalated cases.
• Team coach for when new processes or systems are implemented.

• Mentor to 3 new hire annuity classes.
• Team Lead for collaboration with post issue department.
• Supervised total redesign of Quest Information System. Resulted in a 3 day decrease in class time for new hire training classes

-Used personal lines license to advise clients on home and auto policies-Lead training classes for new hires-Lead skills classes to improve quality and accuracy of current reps-Hosted lunch and learns to improve work life balance and collaboration

• Promoted to Director of Career Development after six months as a Corporate Trainer due to root cause problem solving and implementing of new processes.
• Developed and expanded training department resulting in 12% lowered turnover and 10% product shrinkage.
• Developed standard work checklists for daily processes including store openings, closings, payroll run for office personnel and District Manager store visits.
• Trained all personnel hired for the company including Front Line Cashiers, Subway Artists, District Managers, Human Resources and Payroll Representatives.

Massachusetts And Connecticut

• Responsible for all of the hiring, training, budgeting and merchandising of multi-million dollar stores
• Management Lead in all new store openings and conversions in Massachusetts and Connecticut
• Responsible for all hiring and training of staff for new/conversion stores, including managers
• Identified stores with poor performance across MA and CT. Developed action plans. Supervised and trained managers/staff to implement. Majority resulted in over 10% increases in profits.

Bachelor Of Business Administration (Bba), Business Administration, Management And Operations, 3.96/4.0

Associate'S Degree, Business Administration And Management, General