Rachel Probst Email & Phone Number

Chicago, Illinois, United States

• Subject Matter Expert• Liaise with other business groups including Client Services, Sales, Marketing and SoftwareDevelopment to assist with product questions• Contribute to product specifications to help define feature and functionality requirements• Provide Mentorship to the SCRUM team• Write user stories & test cases• Perform detail reviews of solution during SCRUM refinements

Chicago, Il, Worked Remotely

• Manage, coach, and lead team of Analysts and Project Specialist to achieve individual, team and company goals.• Manage account’s monthly billing & reconciliation process, for medical benefit services provided to 1100 school districts• Identify and drive tactical initiatives to improve productivity, client/consumer satisfaction, and process improvements• Track prioritized issue logs to completion, while managing internal and external resources to meet all deadlines • Provide articulate communication to clients and internal teams around issue statuses, and manage escalations through to resolution• Develop and manage timelines with clear and appropriate expectations set• Manage and/or execute configuration testing and auditing • Lead client and team calls• Deliver mid-year and annual performance reviews to team members• Developed Internal Training Initiative to expand team knowledge through cross-training• Designed & managed process to provide quick access to vital client support analytics. It contains pivot tables and colorful graphs, providing snapshot data in 4 top error categories. It serves as a centralized document for updating, sharing & tracking specific error information between Analyst & Client.• Initiated consistent use of Globalscape folders, which provides security of Personal Identifiable Information (PII)• Identified process gap that was missing habitual payment rejections for COBRA coverage.

South Bend, Indiana, Worked Remotely

• Application specialist providing support and maintenance of configuration requirements for an enterprise contract management solution, essential to 5 business units• Managed varying levels of user security access, including contract signing privileges with zero breaches• Identified, documented and submitted specific entities for sprint promotion, and communicated these complex details to our product deployment team in India• Created software release notes summarizing sprint changes, identifying business units and contract types impacted for each sprint item• Submitted formal change requests for impact risk analysis and sign off, prior to deployments• Conducted application testing and troubleshooting of support issues. Communicated findings with users and often demonstrated via screen sharing sessions• Performed validation of system data in development, staging and production environments to ensure accuracy and dependable functionality• Worked Remotely

Elkhart, Indiana, Worked Remotely

• Strategic leader of business delivery team responsible for driving product development and delivery of HRIS products, spanning 3 platforms. Products included Applicant Recruitment, Onboarding and Performance Management.• Influential stakeholder in reshaping product vision with focus on maximizing value and sustainable growth of competitive functionality that was validated by the marketplace.• Collaborated with cross-functional teams to plan, prioritize and coordinate product backlog items, and manage delivery processes to customers.• Leveraged client feedback to reevaluate priorities and drive new initiatives to meet customer requirements• Used insight gained as a trusted client advocate, to create business recommendations that clearly articulated elements of value, ROI and customer experience• Mitigated stress, conflict and other elements that had potential to jeopardize project success and deadlines• Managed escalated clients through weekly meetings and provided tracked progress to demonstrate measured improvement • Mentored team on product implementation strategies, managing client expectations, scope creep, conflict resolution, time management and teamwork• Performed strategic planning and ongoing training to ensure resource availability of skilled Business Analysts for scheduled implementations and support coverage, across three product platforms.• Used SQL to update databases, as a temporary workaround of unresolved product issues, to avoid work stoppage. Wrote scripts to also validate application and reporting data.• Restructured discovery blueprint documents to improve effectiveness by setting accurate product expectations and communicating best practices to our customers.• Optimized implementation speed of new product by 65% through improved configuration strategies, while optimizing technical resource utilization• Worked Remotely

Elkhart, Indiana Area

• Key player in the development of new and existing HCM products, to maximize value and growth of competitive functionality, leveraging feedback from client relationships to drive new initiatives.• Successfully managed implementation of product solutions through all project phases. This often required development of unique configuration strategies to accommodate client requirements• Administered extensive product testing and troubleshooting to identify functionality issues. This required collaboration with Development to achieve a complete and verified resolution more quickly. • Documented implementation processes, best practices, product functionalities, issues and gap analysis to support consistent, repeatable and sustainable projects• Identified product deficiencies requiring functionality improvement• Used SQL to update databases, as a temporary workaround of unresolved product issues, to avoid work stoppage. Wrote scripts to also validate application and reporting data• Mentored colleagues to develop and enhance their product knowledge and implementation skills• Team player in assisting Sales executives with impromptu client demonstrations, to support potential revenue opportunities

South Bend, Indiana Area

• Managed asset inventory for clients in our fulfillment warehouse and created monthly invoices• Facilitated user training, provided application support and developed documentation to allow clients to fully utilize the software with minimal frustration• Created project estimates, procured resources, managed job production and ensured shipping schedule• Generated database exports and imports, for software conversions and file updates• Prepared import files and performed field mapping with 3rd party software providers • Identified client reporting needs and developed solutions to maximize their ability to manage inventory• Coordinated and administered testing for software installations and upgrades• Strengthened client relationships through weekly scheduled communications

General Studies

Associate Degree, Computer Science