Richmond, Virginia, United States
I’m a detail-focused Business Analyst who specializes in building and implementing automated reporting processes that provide insights into business performance and customer demographics. A compassionate, growth-focused leader, I take time every day to mentor team members on everything from customer service best practices to product knowledge and technical expertise. If you’re looking for an insightful data manager who excels at extracting and presenting data intelligence that helps senior leaders set KPIs and make effective business development decisions, then I’m the person for your team! I have extensive experience crafting and implementing reporting tools and processes that reduce operating time and rapidly generate reports that are easy to understand. As Program Analyst at Touzon Technologies, I automated a manual reporting process that was eating up four to ten hours of labor a week. By my own initiative, I researched and mastered various tools and coding languages that enabled me to craft a 1-click reporting method that generated accurate and readable reports almost instantaneously, thereby freeing up team time for other projects. I am an expert in establishing processes for monitoring task completion. As Program Analyst at Touzon, I designed and implemented a progress reporting system to track stories [b]and epics for the Federal Aviation Administration’s (FAA) SPIRE automated database. This process enabled my team to clearly report the progress of specific database improvements to FAA leadership, accurately forecast project completion times, and effectively prioritize system improvements. I also have a proven record of creating workflow improvements that resolve blockages and improve data accuracy. As Program Analyst at Touzon, I configured brand new workflows for our entire Jira instance from scratch. I introduced more steps, transitions, and validators as well as a process for documenting blockers to help other programmers unfamiliar with the problem at hand assist in troubleshooting. These workflow improvements were a huge success: they not only improved reporting consistency, but also reduced troubleshooting time by three hours a week per developer. My technical expertise paired with ability to communicate complex data insights to any audience positions me to make invaluable contributions in any business analyst role. If you’d like to learn more, message me or send an email to [email protected].
• Led cross-functional agile activities, including requirements gathering, backlog grooming, sprint planning, and daily stand-up meetings, ensuring alignment with project goals and timelines. • Collaborated with UX/CX teams to enhance internal services by actively participating in user testing sessions, retrospectives, and feedback loops, driving continuous improvement in service delivery. • Planned a project to revamp the incident and service request workflow across all SDD services. Developed streamlined workflows, defined project requirements, and identified resource needs. • Published analytics dashboards in Confluence, leveraging data from Jira and ServiceNow to monitor SLAs, track key performance metrics, and empower teams to make data-driven decisions.
● Directed operational reviews and IT assessments, helping clients increase their sale value by an average of 5% through process optimization and strategic analysis ● Supported due diligence by compiling critical data and producing detailed reports for M&A stakeholder engagement and negotiations ● Partnered with clients to refine processes and facilitate seamless transitions during post-acquisition integration using agile methodologies
● Coordinated technical solutions and software implementations, ensuring systems met customer requirements while collaborating closely with internal teams and third-party vendors ● Gathered and documented requirements for software integration projects, ensuring clear communication between customers and internal technical teams to meet business and project objectives ● Mentored and assisted Customer Success teammates including fellow Product Success Associates and newly hired customer success managers and senior managers, thereby reducing onboarding times and promoting cohesion o Tutored Associates on support processes and incident coordination, improving efficiency in managing customer-related issues and ensuring faster resolution ● Developed and executed innovative customer engagement strategies, including a new email outreach and follow- up protocol that yield a 10% increase in scheduled customer meetings ● Provided support for new product launches, performing quality assurance testing and reporting software bugs to minimize downtime and improve user experience
● Collaborated with FAA leadership to define and document business requirements for the SPIRE Portal, translating high-level business needs into detailed functional specifications and process flow diagrams ● Acted as Product Owner during key phases of projects, overseeing system updates, backlog grooming, and troubleshooting software defects to maintain operational continuity for end users ● Applied Adobe Analytics in combination with UX design principles to analyze customer interactions, improve solution delivery based on user data insights, and make decisions on site design o Managed software defects and workflows using Jira administration; ensured rapid and efficient issue resolution and system optimization o Supported >1,000 end users across multiple tools and acted as sole support for SBM and PBM tools; troubleshooted issues promptly, resulting in a 30% decrease in end user support tickets ● Redesigned the onboarding process using Adobe Creative Suite; wrote, filmed, and edited training videos that reduced onboarding times and trained Analysts on customer support best practices ● Collaborated with engineering team to conduct gap analysis to identify areas where current systems and processes fell short of business needs, recommending and implementing system improvements that increased efficiency and reduced manual effort.