Knowledge Areas:-Data, Website and System Integrations-Agile Methodologies: SAFe, Scrum and Kanban-Process Improvement-Agile Coaching-P&C Insurance-Individual and Group Annuity Products-Non-Profit Land Management-Payment Processing-Product ManagementRoles:-Technical Analyst-Business Analyst-Scrum Master-Product Owner-Project Manager-Program Manager-Quality Analyst

While working remotely, performed requirements gathering and work prioritization for the GIAS (Concentrix) system conversions and additional modifications. Implemented a cadence for requirements creation and implementation with developers to speed up code delivery. Provided feedback for improvements to processes, project frameworks and documentation templates that resulted in increased speed and efficiency of implemented deliverables. Created Business Requirement and Solution Requirement documents with high level test criteria. This included a detailed review of the related annuity contracts where I was able to put the project back on track to deliver the desired product for the client.

Elicited Business, Functional and Technical requirements using interviews, surveys, wireframing and use case scenarios to deliver End-to-End new software, products, websites and integrations. Had success in decomposing stakeholder needs into business & technical requirements, including wireframing solutions to better clarify the understanding between customer & dev team. Maintained great rapport through effective collaboration with various stakeholders while analyzing needs, improving user experience, and delivering business requirement documents. Effectively led contractors and employees through requirement gathering processes to bring large projects to market quickly and with few defects.Performed functional, max load, UI, UX, complex product calculations and acceptance testing. Primary liaison between the business operation areas and IT project team for user acceptance, based on my ability to build rapport and breakdown communication blocks between teams. Trained, mentored and led consultants to convert requirements into executable test strategies/plans. Introduced alternative solutions for data validations to deliver a higher quality product.

Assist a senior team member with both business analysis and/or quality assurance supporting the Individual Annuity line of business.Business Analysis responsibilities include:Elicit Business Requirements using interviews, requirement workshops, surveys, business process descriptions and use case scenarios. Facilitate business requirement meetings and workflow analysis. Critically evaluate information gathered from multiple sources and complex systems to reconcile requirement conflicts. I’ve had success in decomposing high-level information into requirements, while also simplifying technical requirements to discuss and review with business users. Written and reviewed many business Requirements Documents. Proactively communicating and collaborating with the internal business operation areas, to analyze needs, and deliver business requirement documents. Quality Assurance:Perform functional, max load, UI, product calculations and acceptance testing. Act as the liaison between the business operation areas and IT project team. Analyze requirements for testing needs. Develop and get approval on Test Criteria. Propose alternative solutions for system work and testing validation. Create test plans from test criteria. Manage defects through various documentation systems. Document system updates, modifications and / or enhancements.

Tackled building the team from 2 members to 6 high performing contributors, while hiring, coaching and training both my team and others on how to process their work timely and accurately. Mentored my team, identified desired challenges and career paths, as well as facilitating performance reviews.Provided business process, design and product feedback on a project team for 2 years to successfully implement a new record keeping system, Omni (FIS). Primary Scrum team contributor for requirements on a web redesign to achieve more intuitive layouts and straight forward language use.Developed complex AWD (DXC) system workflow rules for multiple teams to implement efficient pull work design, which increased processing throughput of high priority work. Also, created a task follow up notification system to improve client experience and reduce time to issuing a policy.

Created processes and procedures for this new role to make sure new team members are successfully on-boarded and have clear guidelines for the work they are performing.Developed complex workflow rules for push and pull work designs to increase processing efficiency for this role. Also, created a task follow up notification system to improve client experience and reduce time to issuing the annuity. Quickly identified all necessary data and out of balances for 401k, 403b and other types of plans into Relius Administration and Relius Government Forms to perform quarterly reconciliation.Introduced cross training to other teams on new & old processes, including using outside vendor systems, while overseeing work output. This reduced the risk of too few team members knowing a specific task. Assumed coordination of changes and testing software for designing enrollment booklets. Was able to reduce time to make software changes, as well as product improvements to decrease errors.

Provided great customer service. Processed payments, enrollments and maintenance items on various types of group annuities. Kept a processing quality of 98%. Worked on department projects such as; writing and updating procedures for the team, learning the maintenance and process of enrollment education material for participants (Enrollment Kits). Achieved senior level CSR at one year.

CSR in the Retirement Plan Services department, allocating money into retirement accounts and answering calls. Also work on department projects ranging from database maintenance to procedure restructuring.

Used excellent customer service and sales techniques to maximize sales revenue and improve the image of O'Charley's.

Provided training of new employees. Maintained shipping and production machinery. Cross trained in all departments. Refined packing techniques for shipping. Sales representative for pet industry expos. Forklift and reach truck driver. Attained Assistant manager of shipping and receiving after one year. Lead the shipping and receiving team to complete outgoing shipments on time and accurately.

Built multiple types of wooden industrial and exquisite stair cases, fine redwood screens and cedar columns. Maintained shop cleanliness.