David Phalen Email & Phone Number

Bannockburn, Il

- Defined detailed requirements for projects involving multiple Environmental Solutions applications: Retail Waste Expert, Salesforce, and Preview.- Built test scripts and performed Quality Assurance testing on all new enhancements to ESOL applications, using a template I helped to design.- Led daily meetings with business partners to guide User Acceptance Testing within Salesforce and Preview.- Trained new business analysts on Stericycle best practices and processes.- Regression tested end-to-end customer & generator setup processes within Salesforce.

Lake Forest, Il

- Defined requirements and tested multiple call center applications built on a no-code agile platform.- Established expertise within the Global Communications Platform by working within nearly all of the platform’s 15 modules in 2018.- Ensured pricing and billing functionality was built intuitively within the Global Recall Platform, to guarantee that both internal users and clients can understand billed events.- Assumed the role of Project Manager for the Workforce Management and Operations Dashboard projects, by scheduling / coordinating deployments and tracking weekly time (in addition to being the Business Analyst on these projects).- Integrated LiveAnswer billing data into Stericycle’s billing platform, and helped to query billing data for LiveAnswer audits.- Developed new processes and standards to improve requirement documentation and testing.

Buffalo Grove, Il

- Collaborated with business representatives to define scope and requirements for large capital projects.- Analyzed existing application functionality and code to describe current state, proposed state, assumptions, and constraints within requirements documents.- Managed projects with 500 – 1000 hour lifespan, overseeing multiple developers and acting as a point person across multiple teams.

Bannockburn, Il

- Enhanced the PeopleSafe Participant Inquiry application, which is used by approximately 3000 customer service representatives nationwide.- Developed J2EE, COBOL, and SQL code for large capital projects, including Maintenance Choice, a product sold to over 500 clients representing 7 million lives.- Participated in quality assurance code reviews with council of senior analysts and advisors.- Provided 24/7 support for Customer Care call centers, which were recognized 3 times for customer service excellence by J.D. Power and Associates Certified Call Center Program.

Bannockburn, Il

- Enhanced and maintained the PeopleSafe Resolution Manager application using SQL, COBOL, and Java.- Revised batch programs to include Medicare D information for participant surveys and call logging reports.- Created quarterly automated batch jobs to archive mainframe error logs across 3 production CICS regions.- Supported business users in Nashville for Medicare D Inquiry application User Acceptance Testing.- Assisted customer care representatives in Kansas City for PeopleSafe version 7.0 deployment.

Bannockburn, Il

- Fixed issues within application screens relating to beneficiary plans, benefit overrides, account balances, patient contact information, and communication history.- Integrated COBOL programs with a common module for validating prescription expiration dates.- Utilized the Heat Call Logging tool to respond to production application issues within 24 hours of being reported. - Communicated effectively with account managers and business users to clarify and document enhancement requests.- Improved batch jobs used for reporting Resolution Manager application data.- Participated in Caremark’s APA 2003 program, a thorough training curriculum to initiate new hires.