Wilmington, North Carolina, United States
As an experienced business analyst, I have a strong background in managing and developing end-user system and industry training programs. I have successfully revamped underwriting training programs and delivered them to new operational users at HP. I also have experience in designing and delivering webinars to large, diverse user groups. Since retirement I focus on volunteering in the community, at church, and with health advocacy organizations.
• Managed, developed, and delivered end-user insurance system training for clients and internal users. • Revamped underwriting training program and delivered it at the call center to new operational users. • Designed and delivered webinars on insurance and technology topics to large user groups. • Managed call center software under NICE and Verint Systems.
• Utilized the Dynamic Object-Oriented Requirements (DOORs) gathering tool to refine requirements for User Acceptance Testing of the "Workbench I" Financial Examination System which led to a successful implementation. • Planned and executed User Acceptance Testing events, facilitating communication across organizational levels and geographic areas. • Reported issues found during system development and UAT using the PVCS Tracker system, monitoring them through resolution.
• Led project to transition document management from microfilm to optical image, saving $3,000 monthly. • Managed vendor selection and integration services, ensuring end-user and audit requirements were met. • Developed current situation analysis for claims processing system redesign. Provided business analyst support to multiple client accounts.