Joy Proper (Mikkelson), Cspo® Email & Phone Number

Wayzata, Minnesota, US

St Louis Park, MN, US

• Serve as the lead Business Analyst throughout the discovery, design, and implementation phases of a project to successfully deliver digital marketing solutions to clients.
• Lead in identifying solutions for business problems and documented associated risks, assumptions, and constraints for multiple clients across different industries simultaneously.
• Create detailed documentation on project scope, business requirements, functional requirements, and development level of effort.
• Own the creation of business requirements by partnering with client stakeholders and leading requirement elicitation sessions.
• Collaborate with cross-functional groups including UX and Design on functional requirements, development managers on technical requirements, and the QA team on test cases and acceptance criteria.
• Collaborate on the process, design, and implementation of standards for requirements documentation and user stories via an Agile development process, while leveraging the Jira and Confluence toolset.

St Louis Park, MN, US

• Lead in identifying solutions for business problems and documented associated risks, assumptions, and constraints for multiple clients simultaneously
• Create detailed documentation on project scope, business requirements, functional requirements, and development level of effort.
• Own the creation of business requirements by partnering with client stakeholders and leading requirement elicitation sessions
• Collaborate with cross-functional groups including UX and Design on functional requirements, development managers on technical requirements, and the QA team on test cases and acceptance criteria.
• Collaborate with internal project team leaders to ensure successful project execution.
• Collaborate on the process, design, and implementation of standards for requirements documentation and user stories via an Agile development process, while leveraging the Jira/Confluence toolset.

US

• Internal consultant for a UnitedHealthcare Medicaid project responsible for maintaining a clinical application used by over 15 states to manage high risk Medicaid members.
• Acted as liaison between business and technology teams to translate complex clinical requirements.
• Documented user story description and acceptance criteria in Jira.
• Analyzed business processes in order to develop as-is and to-be process flows.
• Met with numerous state business teams in order to gather information needed to complete configuration requests on the clinical application used by UnitedHealthcare clinicians.
• Created a 50+ page internal user guide used to help team members navigate and understand functionality in the clinical application.

US

• Led the first implementation of a Medicaid constituent portal product to state client.
• Facilitated meetings with the client to gather and clarify contract requirements.
• Defined requirements and created wireframes for QA and development teams.
• Participated in Agile software development and acted as implementation product owner.
• Assisted in defect management which included triaging and tracking defects to resolution.
• Trained the client how to use the Medicaid constituent portal in preparation for user acceptance testing (UAT).

US

• Gathered and documented requirements from several lines of business to build an online portal for Medicaid constituents.
• Analyzed and interpreted needs from multiple workstreams including claims, utilization management, appeals and grievances, member, provider, and reporting.
• Designed wireframes using Axure to create interactive prototypes and ensure mutual understanding of requirements between business and IT.
• Led portal testing activities including product acceptance, regression, and deployment to ensure business requirements were satisfied.
• Created process flows and job aids for the Medicaid constituent portal.
• Assisted in state demos and CMS pre-certification of Optum Medicaid product.

Philadelphia, PA, US

• Managed and prioritized multiple responsibilities by working on several complex projects simultaneously including creating a new SharePoint platform for the team, administering security awareness training, and managing.
• Administered the development of a comprehensive new SharePoint site for the 55+ member Commercial Software and Hosting Services team in order to enhance team communication and create a common document sharing platform.
• Reviewed and reorganized team’s wiki page by incorporating design elements in addition to creating a more logical structure and layout.
• Acted as a liaison between business and information technology teams by translating technical concepts into easily understood information.
• Developed a 40-page service catalog for the team to effectively communicate potential services to clients.
• Coordinated security awareness training to over 100 personnel associated with a tolling related project in order to remain compliant with PCI (Payment Card Industry) regulations.

Grand Forks, ND, US

• Analyzed 200+ credit applications each month to assess risk associated with each loan applicant
• Developed and maintained three large reports for team including loan application information, booking percentage, and paid dealer reserve.
• Demonstrated accuracy and efficiency while underwriting loan applications and after receiving contracts.
• Ensured compliance with credit department policies in addition to federal laws and regulations throughout entire underwriting process.
• Built relationships with finance managers at seven different automobile dealerships across two states.
• Responded to 10+ customer questions and concerns related to loan accounts each week.

Grand Forks, ND, US

• Addressed 100+ personal banking customer requests and issues weekly and identified solutions to maintain customer satisfaction.
• Developed industry knowledge of financial policies and procedures focused on security, cash handling, and products offered.
• Stayed up to date with company policies and procedures by meeting weekly with manager to ensure compliance standards were followed.
• Resolved discrepancies after financial transactions were processed to ensure customer accounts were credited and debited correctly.

Bachelor Of Science (B.S.), Marketing, Finance

Marketing