• Systems Development and Quality Assurance: Proficient in advanced systems development, quality assurance, and daily operational tasks to support ongoing benefits administration delivery for internal and external clients within the portfolio. Conduct thorough issue research, resolution, root cause analysis, system audits, and advanced system configuration under senior guidance.• Client Deliverables Management: Manage, execute, and track assigned client deliverables by adhering to processing guides and calendars. Utilize the process tracking system daily to ensure compliance with client Service Level Agreements.• Testing and System Functionality: Develop and maintain detailed test plans (unit, function, integration, and regression) for testing all new system functionalities. Possess advanced knowledge of current system functionality and escalate gaps as necessary.• Client Requirement Analysis: Analyze and comprehend client requirements for implementation, Annual Enrollment, and ongoing changes. Collaborate closely with Shared Services teams to ensure high-quality results for ancillary services.• Process Optimization and Automation: Leverage technology to automate ongoing processes, ensuring efficient and stable service delivery to clients. Research and analyze cases, implement solutions to address root causes, and proactively prevent recurring system issues, thereby reducing ongoing case volume.• Data Analysis and Documentation: Responsible for key dashboard items, including change management tickets, case management, issue trending, and data checks. Maintain clear documentation of processing guides and technical documentation for reference and knowledge sharing within the team.

• Led comprehensive analysis initiatives resulting in a 16% increase in customer value and a 12% annual reduction in attrition rates. Utilized data visualization, data mining, and predictive analytics to assess customer behavior, market trends, and competitive landscape, providing actionable insights to enhance overall business performance. Developed, updated, and executed analyses on the company’s attrition model and customer value calculation systems, providing actionable insights to enhance customer relationships and loyalty.• Identified a communication gap with current and potential customers based off data collected in existing customer base and lead sources, leading to the recommendation and implementation of a robust engagement system using the company’s existing CRM software. Designed and implemented the solution across all locations, resulting in increased staff efficiency and higher reliability in customer communication.• Conducted in-depth analyses on marketing, sales, and conversion metrics, delivering regular recommendations to business owners for strategic decision-making. Developed, implemented, and analyzed post-campaign reports for new member acquisition and attrition, contributing to the refinement of marketing strategies.• Identified and established new KPIs to drive business performance, building corresponding reports and tracking mechanisms to monitor progress effectively. Designed and created dynamic dashboards, scorecards, and ad-hoc reports based on industry-specific Key Performance Indicators (KPIs).• Collaborated closely with cross-functional teams to identify and capitalize on new business growth opportunities. Developed predictive models and forecasting techniques to anticipate market demands and customer preferences, enabling proactive decision-making and strategic planning.

• Conducted thorough analysis of business requirements, ensuring a deep understanding of user needs and organizational objectives. Translated complex technical requirements into clear, concise, and actionable insights, facilitating effective decision-making processes.• Collaborated closely with stakeholders, including technical teams, end-users, and management, to gather requirements and facilitate effective communication between technical solutions and business objectives. Acted as a liaison, ensuring alignment between technical implementations and organizational goals.• Proficient in SharePoint administration, including root cause analysis, server farm maintenance, and global configuration management. Demonstrated expertise in leveraging SharePoint to enhance collaboration and information management within teams and organizations.• Proactively identified opportunities for process improvement, leveraging business analysis expertise to enhance IT infrastructure operations. Implemented iterative improvements based on data-driven insights, ensuring continuous enhancement of services and support processes.• Strategically planned and executed software changes in SharePoint environments. Acted as a bridge between technical aspects and business needs, ensuring software changes aligned with organizational objectives. Collaborated with stakeholders to understand business requirements and translated them into actionable technical changes, ensuring a smooth transition and user adoption.• Remotely maintained and supported over 50 international servers, collaborating closely with cross-functional teams located in Houston, Canada, Brazil, and Malaysia. Provided secondary support for servers worldwide, ensuring seamless operations and minimizing downtime. Utilized business analysis methodologies to streamline support processes, enhancing efficiency and responsiveness in addressing server-related issues.