Business Analyst – IT Digital and Customer Products
Customer Experience • Partnership Management • Software Testing
Lead analysis for the Customer Loyalty IT portfolio by eliciting clear and traceable requirements aimed at improving customer experience and increasing revenue conversion rates. Manage the technical implementation and issue resolution for 50+ TrueBlue loyalty partnerships. Identify test scenarios and document test cases to support software quality assurance efforts. Assist in the development of business cases by providing input considering financial, resource, and technology constraints. Proactively collaborate with business and technical stakeholders to identify future product enhancements and opportunities for revenue growth.
Period: October 2016 - Present
Senior Business Analyst
Requirements Gathering • Application Support • SDLC Optimization
Elicited and analyzed requirements through communicating with analytical, legal, and compliance stakeholders as lead Business Analyst for a $30 million workflow redesign project. Managed project risks, delegated tasks, and provided status updates to the Executive Committee as Project Manager for the $3 million Dodd-Frank global regulatory response project. Conducted user acceptance testing and training to ensure smooth releases to production. Provided post-deployment support to application users by researching and responding to enhancement requests, defects, and functionality inquiries. Enhanced agile SDLC processes and project templates to set standards for the consistent and efficient execution of projects throughout the global Project Management Office.
Period: July 2014 - September 2016
Business Systems Analyst Intern
SDLC Documentation • UI Design
Constructed a SharePoint website documenting and streamlining agile SDLC processes by interviewing domain subject matter experts and executive stakeholders. Researched, crafted, and presented training modules on how to write effective user stories. Designed user interface mock-ups for web applications in accordance with corporate style guides.
Period: June 2013 - June 2014
Customer Satisfaction • Training
Delivered top metric results, contributing over $2 million to store revenue by creating ownership and inspiring brand loyalty through a concrete understanding of Apple products and services in connection with consumer and small business needs. Presented workshops and personal training sessions to customers and employees on the latest hardware, software, and services.
Period: August 2011 - May 2013