Shape customer experience. Engage with users, marketing, and stakeholders to understand needs and vision, translate into functional requirements, obtain agreement. Write user stories with acceptance criteria. Own, organize, prioritize, and refine backlog. Plan sprints. Review and accept developed work. Manage dependencies. Identify risks, implement mitigation plans. • Implemented process for managing new work requests for engineering group. Managed program-level projects across group… Show more Shape customer experience. Engage with users, marketing, and stakeholders to understand needs and vision, translate into functional requirements, obtain agreement. Write user stories with acceptance criteria. Own, organize, prioritize, and refine backlog. Plan sprints. Review and accept developed work. Manage dependencies. Identify risks, implement mitigation plans. • Implemented process for managing new work requests for engineering group. Managed program-level projects across group, ensuring coordinated cross-project activities. Show less

Decreased operational expenses by over $1.2M, implementing dozens of new and improved features into CRM software used by call center agents and back office personnel. Built roadmap for software. Managed, refined and prioritized backlog. Chaired priority items through to release. Decreased number of post-deployment issues reported by business teams by 92% over two years. Founded monthly release business user acceptance testing (UAT) for CRM software. Ensured adequate business test case… Show more Decreased operational expenses by over $1.2M, implementing dozens of new and improved features into CRM software used by call center agents and back office personnel. Built roadmap for software. Managed, refined and prioritized backlog. Chaired priority items through to release. Decreased number of post-deployment issues reported by business teams by 92% over two years. Founded monthly release business user acceptance testing (UAT) for CRM software. Ensured adequate business test case coverage. Enforced business approval and signoff of releases prior to deployment. Reduced Mastercard and Visa payment network non-compliance penalties by an estimated $50K. Established roadmap for network compliance work. Managed, refined and prioritized backlog. Drove priority items through change control process to production deployment. • Drive business improvements• Collaborate with stakeholders – end users, team supervisors, senior management – to add new features to backlog• Gather, analyze, document and prioritize requirements• Build consensus on priorities with cross-functional teams • Work closely with engineering team to ensure business needs met• Engage with users, understand feedback, communicate new features• Orchestrate needed changes for MC/Visa network changes impacting systems and/or processes• Agile environmentOne Story: A business team manager waited for a new feature, one that would greatly improve her team’s efficiency, for several months. Higher-priority items in the backlog finally completed, allowing this new feature to be completed and released. I reached out to the manager the morning after deployment, checking that all was well. She responded with “It’s working, and it’s amazing! Thank you!!” That completely made my day. Show less

Reduced Business Analysis team attrition rate by 23% over two years. Cultivated cohesive, close-knit team aligned to common goal of bridging customer needs and company capabilities. Improved consistency and quality of requirements. Empowered team members to work independently. Pioneered standard business analysis processes, tools, templates and documentation. Created customized team SharePoint site documenting process and housing all BA process materials. • Direct team of 12… Show more Reduced Business Analysis team attrition rate by 23% over two years. Cultivated cohesive, close-knit team aligned to common goal of bridging customer needs and company capabilities. Improved consistency and quality of requirements. Empowered team members to work independently. Pioneered standard business analysis processes, tools, templates and documentation. Created customized team SharePoint site documenting process and housing all BA process materials. • Direct team of 12 geographically disbursed business analysts• Anticipate, plan for and balance workloads• Coach/mentor team members• Interview, evaluate and hire candidates into open positions• Resolve conflicts• Ensure policy adherence• Manage business analysis process • Continuously improve requirements qualityOne Story: This team was the best I ever had the privilege to lead. When I left this role to pursue a product manager opportunity within Conduent, my team threw a going-away party. We brought our partners and kids to a local amusement center, where we bowled, played games, and enjoyed each other. They wanted to express their gratitude to me, but I will always feel I had the better end of the deal, getting to support and mentor each of them. Show less

Enabled successful launch of state of Utah’s SNAP and TANF programs. Completed requirements on time and on budget. • Lead business analysis for complex software implementation; waterfall environment• Direct work of two junior business analysts assigned to project• Conduct requirements sessions; elicit, organize, analyze and verify requirements• Advise customer on best ways to utilize software• Write detailed functional specifications for engineering team, incorporating… Show more Enabled successful launch of state of Utah’s SNAP and TANF programs. Completed requirements on time and on budget. • Lead business analysis for complex software implementation; waterfall environment• Direct work of two junior business analysts assigned to project• Conduct requirements sessions; elicit, organize, analyze and verify requirements• Advise customer on best ways to utilize software• Write detailed functional specifications for engineering team, incorporating use cases, process/work flows, diagrams and tables for clarityOne Story: After the successful go-live of Utah’s programs using Conduent’s system, the State’s project manager gave me a huge hug, saying they would never have made it without me on board. Best. Reward. Ever. Show less

Secured multi-year funding, ensuring initiatives progressed. When a software contractor when out of business unexpectedly, a critical project stumbled, putting federal funding at risk. Requirements analysis and documentation moved in-house along with software development. Quickly attained expertise in federal PRISM program. Authored RFP vendor requirements. Documented related internal software requirements. Project completed successfully. Improved estimation accuracy by 23%, decreasing… Show more Secured multi-year funding, ensuring initiatives progressed. When a software contractor when out of business unexpectedly, a critical project stumbled, putting federal funding at risk. Requirements analysis and documentation moved in-house along with software development. Quickly attained expertise in federal PRISM program. Authored RFP vendor requirements. Documented related internal software requirements. Project completed successfully. Improved estimation accuracy by 23%, decreasing project budget overruns. Developed business analysis effort model for myself to provide consistent, experience-based approach to estimation. Manager implemented estimation model across entire team, making it the standard approach. • Lead business analysis for multiple software applications; hybrid environment• Conduct requirements sessions; elicit, organize, analyze and verify requirements• Write detailed functional specifications for engineering team, incorporating use cases, process/work flows, diagrams and tables for clarity• Create user stories in Jira• Generate UI wireframes in Visio, BalsamiqOne Story: One of the best team experiences I’ve ever had, as the technical team was small, dedicated and led by an excellent project manager. We accomplished an insane amount of work while laughing together. A lot. Show less

Generated over $750K in revenue by consulting with over 200 customers. Repeatedly requested to return and work with same customers multiple times for additional, follow-on work. Earned consistent customer satisfaction scores of 90% and above. Many customers refused to work with other consultants, preferring to wait until I was available. • Consult with 200+ customers• Lead business analysis for multiple concurrent projects • Manage work of junior BAs• Perform gap/fit… Show more Generated over $750K in revenue by consulting with over 200 customers. Repeatedly requested to return and work with same customers multiple times for additional, follow-on work. Earned consistent customer satisfaction scores of 90% and above. Many customers refused to work with other consultants, preferring to wait until I was available. • Consult with 200+ customers• Lead business analysis for multiple concurrent projects • Manage work of junior BAs• Perform gap/fit analysis• Advise customers how to best utilize software to meet their specific business needs • Elicit, organize, analyze, validate and document requirements• Develop QA test plans and scripts• Develop UAT test plans and scripts• Design and conduct configuration training for Riskmaster software• Design and conduct end user training for Riskmaster software• Design and conduct reporting training for SAP BusinessObjects Business Intelligence• Design and conduct data visualization training for SAP Dashboards (Xcelsius)• Present training and facilitate interactive sessions at annual user group conferenceOne Story: I got tremendous satisfaction from turning around troubled accounts, which I did numerous times. For example, one key client upgraded to the latest software version. I conducted intensive configuration consulting and end-user training for the upgrade over four days. At first, the group was openly hostile, challenging me with questions like “Why did you design it like that? It makes no sense!” while sitting with arms crossed, completely unreceptive. I remained calm, professional, working to address underlying concerns. By the end of the week, the group was warm and friendly towards me. They even presented me with a gift and thank you card signed by all. Show less

Reduced customer complaints by 47%, increased team revenue by 9%. Launched online customer feedback survey and assessed findings. Identified areas for improvement and additional revenue opportunities. Planned and executed several initiatives to address key learnings. Developed process tailoring training to specific customer needs. Designed trainer instructional materials, enforcing quality and consistency. • Lead team providing business analysis, training and consulting services to… Show more Reduced customer complaints by 47%, increased team revenue by 9%. Launched online customer feedback survey and assessed findings. Identified areas for improvement and additional revenue opportunities. Planned and executed several initiatives to address key learnings. Developed process tailoring training to specific customer needs. Designed trainer instructional materials, enforcing quality and consistency. • Lead team providing business analysis, training and consulting services to customers implementing claims software• Anticipate, plan for and balance workloads• Coach/mentor team members• Interview, evaluate and hire candidates into open positions• Resolve conflicts• Ensure policy adherence• Manage business analysis process• Continuously improve training quality• Forecast quarterly revenue• Manage annual budgetOne Story: I mentored two new graduates that joined my team as entry-level business analysts. Training, coaching and watching them develop confidence and expertise was deeply gratifying. After two years, one noted he was considering going back to school full time to get an MBA and asked my advice. I encouraged him to do it sooner rather than later and wrote a letter of recommendation for him, even though I knew it meant I’d lose him from the team. He’s since completed that MBA and has thrived in his career. Show less

Generated over $400K in new contracts. Through expert advice on how to best leverage the software, created numerous follow-on training and consulting opportunities. Improved customer satisfaction for multiple at-risk accounts. • Execute business analysis activities for multiple concurrent projects• Perform gap/fit analysis• Advise customers how to best utilize software to meet their specific business needs• Elicit, organize, analyze, validate and document… Show more Generated over $400K in new contracts. Through expert advice on how to best leverage the software, created numerous follow-on training and consulting opportunities. Improved customer satisfaction for multiple at-risk accounts. • Execute business analysis activities for multiple concurrent projects• Perform gap/fit analysis• Advise customers how to best utilize software to meet their specific business needs• Elicit, organize, analyze, validate and document requirements• Design and conduct configuration training for Riskmaster software• Design and conduct end user training for Riskmaster softwareOne Story: I enjoyed having lasting impact on customers. One long-term client was on the verge of moving to a competitor. They agreed to upgrade to our latest software version and stay for another six months. I conducted the end user training for the upgrade. Defensive and reluctant to engage at first, the group slowly turned around as I led them through how to best utilize both new and existing features. The catch phrase was “Wait, what? The software already does this?? How did we not know that?” At the end of the two days, a VP took me aside and said I had single-handedly changed his mind about moving to a competitor. They signed a five-year contract extension. And had me back again to conduct more training. Show less

Reduced time required to perform duties by 50%. Moved from completely manual, paper-based processes to semi-automated ones leveraging available computer applications. Set up databases and merge mail templates utilizing these to streamline routine communications. Leveraged databases to generate timely reminders for key lease actions. Reduced expenses by over $80K. With freed bandwidth, expanded role to include marketing activities previously performed by contractor. • Manage… Show more Reduced time required to perform duties by 50%. Moved from completely manual, paper-based processes to semi-automated ones leveraging available computer applications. Set up databases and merge mail templates utilizing these to streamline routine communications. Leveraged databases to generate timely reminders for key lease actions. Reduced expenses by over $80K. With freed bandwidth, expanded role to include marketing activities previously performed by contractor. • Manage multi-use commercial property• Design and execute marketing plan; steward annual $150K budget• Determine most impactful advertising approaches and implement• Handle all public relations, including regular local TV appearances• Plan and manage 5-6 special events per year• Manage all tenant relationships, addressing complaints and concerns; primary contact for 70+ tenants• Work with prospective tenants, showing spaces, ensuring understanding of commercial triple net leases• Negotiate new and renewal leases; enforce terms of active leasesOne Story: This very small company (only 5 FTEs) included a director with a reputation for being challenging. Over the 4 years I worked for her, I slowly gained her trust and took on all the day-to-day management activities. This freed her to work at a strategic level, joining organizations like the Convention and Visitors Bureau. The first time we attended a function together and she introduced me as “My right hand, Kathleen” I knew I’d made a difference. Show less

• Shortened ramp-up time for new technical sales representatives by 12% through revamping onboarding education process and mentoring program. • Contributed to company’s 27% growth by training sales representatives on over 25 new products.

• Drove developing go-to-market solution combining multiple products and services into cohesive offering. • Led team of sales engineers supporting sales representatives.

• Increased sales closures by 8% by creating market segmentation strategy to optimize sales efforts.

• Consulted with customers to successfully implement and utilize insurance processing software; attained high levels of customer satisfaction (4.7 out of 5) on every engagement. • Translated customer feedback and in-depth market knowledge into software requirements, enabling timely development of product extensions and modifications. • Integral player in closing millions of dollars in business by communicating value of products and services to potential customers through conducting… Show more • Consulted with customers to successfully implement and utilize insurance processing software; attained high levels of customer satisfaction (4.7 out of 5) on every engagement. • Translated customer feedback and in-depth market knowledge into software requirements, enabling timely development of product extensions and modifications. • Integral player in closing millions of dollars in business by communicating value of products and services to potential customers through conducting hundreds of demos and presentations. Show less

• Increased efficiency by 18% through implementing software automating RFP proposal responses.

• Increased efficiency by 25% through implementing software automating RFP proposal responses. • Designed and implemented comprehensive marketing strategy, including developing company logo and regular customer newsletter.

• Designed and coded software to address customer business requirements. • Consulted with customers to successfully implement insurance processing software, including overseas assignment.