Business Analyst at BCBSA

Projects: • ADIoD Retirement.• Project lead for decommissioning of a managed internet platform consisting of over 1000 customer ports.• Completed project on time and with an AT&T retention rate of 75% of all customers, which was higher than forecast. Project was successful despite the many challenges of implementing during a global pandemic. • Managed a team of 10 contractors, defined project roles and responsibilities, coordinated customer migrations, initiated the disconnect process and was heavily involved in process development and documentation.• Provided on-demand project metrics to Program Manager and leadership team.• Project results were highly praised by senior management and the project model became standard for future projects. Collaborated on Lessons Learned presentation to senior project stakeholders.Office@Hand Billing Migration.• Project lead for migration of 10,000 billing records from third-party biller to AT&T billing systems. Effort had a very strict deadline and short interval which required managing ongoing changes based on the changing constraints of the project.• Work included SQL database queries, reporting, verification of downstream billing and customer registration.Revenue RecoveryResponsible for identifying and resolving systemic and process-related billing issues on AT&T managed offerings, resulting in $1.8 million in recovered revenue for the company since 2021.

Supported global Service Delivery project management teams, helping them to exceed quality and performance targets as well as providing superior customer service.• Evaluated new process and strategic tooling initiatives, ensuring requirements were met.• Reviewed specifications and statements of work.• Served as tactical point of contact for project team questions, concerns, and recommendations for process and system enhancements.• Collaborated on service guides and process improvement documentation with process and product teams.• Drove team to resolve aging backlog issues, ensuring timely revenue generation for company.• Implemented process improvement initiatives with an international team of project managers.• Developed inexperienced employees into effective, customer-focused project managers.• Conducted Operational Readiness Testing for new product and tooling enhancements.• Strengthened AT&T experience for dissatisfied and problematic customers.

Directed implementations and migrations of complex global managed data and voice networks.• Managed up to 20 customer projects concurrently, implementing hundreds of customer sites annually. Assigned the most difficult and disenchanted clients.• Supported multiple global Fortune 500 customers.• Prioritized on-time delivery and maximizing revenue generation.• Coached and mentored global project teams.• Authored procedures for major new product offerings.• Created project tracking reporting standards that created efficiency and consistency for management and colleagues.

- Managed implementations and conversions for the Community Banking Group, consisting of 100 site branch network, 700 ATM network and large corporate headquarters campus.- Authored procedures and training materials for department.- Maintained network diagrams and inventory reports.- Coordinated activities of both internal and external resources to ensure successful banking center implementations.