Shannon Wallace Email & Phone Number

Atlanta Metropolitan Area

Culver City, California, United States

Culver City, California

Century City, Ca

· Leads requirements gathering efforts on projects with business stakeholders, product management, system users, developers, other IT business system analysts, and third party vendors, translating feedback into product requirements. Liaison with the business users on behalf of the IT development team. Running full lifecycles of projects ranging in size and complexity, involving 3 locations and 18 IT teams. · Serves as the subject matter expert (SME) for the Chordiant front end and Mainframe backend applications.· Collaborates with 34 business system analysts as well as IT developers at remote locations, using Interwise to present documentation and produce optimal system solutions to satisfy business goals.· Point of contact for business systems analyst, business analysts, IT development managers and product managers on a $5M project, which transitions the California auto product to our East Coast systems, focusing on maintaining the quality of the product and the integrity of the systems.· Documents requirements using a variety of applications including Visio to produce functional specifications, use cases, process flows and activity diagrams, all of which are utilized bystakeholders, developers, testers, and end users.· Performs validation of systems functionality during development integration testing and during production implementations.· Participates in QA testing, systems support and root cause analysis for test and production defects, problems and issues.· Trains and mentors staff in development procedures.· Participates in SDLC and SOX compliance audit processes, including analysis, documentation, and reporting. Waterfall and Iterative methodology used during projects.· Provides quality analysis services and deliverables in a timely manner through transition periods that resulted from two acquisitions and mergers that occurred within a two year period.

· Analyzed and reported test defects using Lotus Notes during the testing phase that improved the quality of the system and applications that were being introduced into the production environment.· Created comprehensive test cases for production defects and major project releases which covered multiple systems and software applications.· Performed quality assurance, regression and adhoc testing on front and back end applications which minimized the risk of defects being introduced during project releases.· Executed and reviewed test script results for automation testing using Rational Robot.

· Supervised and supported call center representatives in a high volume, detail-oriented call center environment. Knowledge of all aspects of auto insurance products and procedures.· Improved quality and call times by creating and supporting system procedures and business processes for call center staff.· Successfully handled and assisted call center representatives with supervisor calls and difficult policy issues. Monitored phone queues insuring call wait/hold times were minimized to improvethe customer experience.

· Experienced Insurance Specialist. Processed policy transactions and resolved customer inquires policy/billing questions and other issues relating to insurance products and services. Exceptional organizational and verbal communication skills with the ability to interact diplomatically with all levels of staff and a diverse customer base.· Educated auto policyholder about their rates, coverage's, billing, claims and any general inquires regarding their auto policies.· Handled a variety of inbound and outbound phone calls in a high volume call center from auto policyholders.