Business Analyst
Current• Continuously conducted business process improvements, leveraging data analysis and industry insights to enhance efficiency, reduce costs, and optimize operations.• Collaborated with stakeholders throughout project life cycles, leveraging the Waterfall methodology to gather requirements and ensure alignment.• Processed and reconciled monthly vendor invoices utilizing VLOOKUP and Pivot Tables. • Researched and created business processes solutions in Visio to improve customer title release satisfaction for the states of Ohio and Illinois.• Established a keyword analysis report using customer complaint data to identify key areas for improvement for upper management.• Improved Knowledge Base articles accessible to both support teams and customers, ensuring accurate up-to-date information to reduce case volume and avoid repeat escalations.• Wrote business requirement documents for system/process enhancements and conducted User Acceptance Testing to ensure its alignment with user requirements and business needs.• Facilitated organizational change management initiatives by developing communication plans, training materials, and support documentation for the implementation of Electronic Lien and Title (ELT) programs in Indiana, Michigan, West Virginia and New Jersey.• Lead an initiative to add an instruction form for all Honda Odometer Disclosure Statements in order to reduce customer errors and thereby increase overall satisfaction with the title release process.
