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Click here or scroll down to respond to this candidate Candidate's Name
White Lake, MI Street Address | PHONE NUMBER AVAILABLE | EMAIL AVAILABLE | LINKEDIN LINK AVAILABLEBusiness Analyst Project ManagerAccomplished Business Analyst with a strong background in market research, project planning, and stakeholder management, demonstrated through the successful launch of the Revver SaaS platform for retiree document storage. Adept at collaborating with cross-functional teams to ensure technical and user requirements are met, leading user acceptance testing (UAT), and managing comprehensive training programs. Proven experience in leading and supervising large teams, improving operational efficiency, and achieving high client satisfaction in diverse industries. Holds a Bachelor of Science in Business Administration with a concentration in Project Management and a PMP certification.AREAS OF EXPERTISEProject Management and Oversight | Process Improvement and Automation | Strategic Planning and Execution | Operations Management | Team Leadership and Supervision | Integrated Marketing strategies | Project Planning and Scheduling | Resource and Timeline Management | Client Relationship Building | Cross-Functional Collaboration | IT Troubleshooting and Resolution | Agile Methodologies Expertise.PROFESSIONAL EXPERIENCERobert Half, Southfield MI March, 2024 - presentBusiness Analyst Project LeadConducted comprehensive market research and user needs assessments to shape the platform's design and functionality. Collaborated with IT, product development, and user experience teams to meet all technical and user requirements. Developed detailed project plans, including timelines, milestones, and resource allocation, and led user acceptance testing (UAT) to resolve issues prior to launch. Managed stakeholder communications provided regular project updates to senior leadership and launched a training program to familiarize the team with the new Revver system. Conducted comprehensive market research and user needs assessments to inform the platform's design and functionality. Collaborated with IT, product development, and user experience teams to ensure the platform met all technical and user requirements. Developed detailed project plans, including timelines, milestones, and resource allocation. Led user acceptance testing (UAT) to identify and resolve issues prior to launch. Managed stakeholder communications and provided regular project updates to senior leadership. Launched a training program to bring team up to speed on functionality of new Revver system.Accenture, Detroit, MI Apr 2022 Feb 2024Senior AnalystProvide effective supervision to team of 15 - 34 agents in delivering Business Process Outsourcing services to clients across diverse industries, aimed at ensuring impeccable service quality and efficient performance in alignment with Key Performance Indicators. Conduct regular training and development sessions for team members with keen focus on enhancing team skills and ensuring the team remains current with client requirements and industry best practices. Prepare and present regular performance reports to clients, showcasing key accomplishments and improvement areas, while collaborating with clients to address concerns and resolve issues. Act as primary point of contact for all IT-related issues, with clients directing others to seek assistance before submitting formal tickets. Achieve notable 98% client satisfaction rate and commendable 15% surge in productivity by directing and streamlining day-to-day team operations and overseeing workload distribution, performance monitoring, and issue resolution. Mitigate impact on reviewer performance by 96% and lowered end-client resource costs by improving IT Global operations. Implement groundbreaking First-Level Resolution system for IT issues, aimed at enhancing efficiency in problem resolution. Lead onboarding of 500 agents while ensuring timely production initiation and contributing to seamless team integration. Resulting in meeting project deadlines and budget constraints. Initiate ticketing system within Google Suite, providing reviewers with platform to highlight potential tech-related issues. Resulting in lower tickets being sent to the client IT department, lowering turn around time from 20 days to 2 days average. Maintain QA metrics at 95% and attained 100% production metrics for 14 months by overseeing team of 15-35 individuals, utilizing SQL and tableau reporting system. Develop comprehensive knowledge base article system for client, covering all Managed Service Providers (MSP). Received recognition from Senior Management for outstanding contributions to project in both 2022 and 2023. Establish foundation for new queue, universally adopted across all regions.CareTech, Troy, MI Jan 2019 Apr 2022Team LeadLed team of 15-27 professionals dedicated to delivering exceptional IT support services to healthcare organizations, with keen focus on ensuring seamless operation of critical technology systems and applications. Conducted regular training sessions to keep the team abreast of latest healthcare IT solutions, regulatory requirements, and best practices, while ensuring high standard of service delivery. Developed and delivered regular performance reports and key metrics to clients. Demonstrated leadership by successfully onboarding and training new Team Leads to handle day-to-day operations. Addressed second-level technical challenges in Health Care IT. Accomplished notable 20% reduction in operational costs, enhanced system reliability, and improved standard of patient care by identifying opportunities for IT process improvement and automation in collaboration with healthcare clients. Maintained remarkable 98% client satisfaction rate and consistently achieved and exceeded SLAs by directing day-to-day team operations, covering incident management, service request fulfillment, and support escalations. Attained exceptional 15% increase in team productivity by providing effective guidance and mentorship to team members, facilitating skill development, and fostering culture of innovation and continuous learning. Delivered supervision to team of 20 agents, met monthly metrics of 93%, and ensured each agent handled 800 calls monthly. Led Quality Assurance team and guided and trained agents on correct procedures for assisting clients during phone calls. Tracked assets through Service Now, and Remedy. Obtained certifications in Cerner and Epic and contributed expertise to resolve EMR system issues in hospitals.JAC Transportation LLC, White Lake, MI Oct 2006 Nov 2019Business Owner
Founded and led JAC Transportation LLC, driving the company from inception to success with a focus on integrated marketing communications. Developed and executed a comprehensive business plan that covered finance, marketing, sales, operations, and HR. Achieved significant cost savings through strategic resource allocation and process optimization. Built strategic alliances with industry leaders, suppliers, and investors to secure essential resources for business growth. Consistently achieved 10%-23% year-over-year growth by identifying market gaps, conducting in-depth research, and developing new products and services to meet market needs. Delivered consistent 10%-23% year-over-year growth through integrated marketing communications and data-driven decision-making. Led a dynamic team of 26, driving the company's vision and ensuring sustained growth and profitability. Pioneered Medicaid transportation services, securing direct contracts with local hospitals. Achieved continuous growth through effective sales strategy oversight and enhancement. Managed social media accounts on Facebook and Twitter to generate leads and drive sales. Created and executed traditional and digital marketing campaigns, including print media and Google AdWords, to reach a larger audience.EDUCATIONBachelor of Science in Business Administration (BSBA), Concentration: Project Management, 2021Southern New Hampshire University, Manchester, NHPMP Certification PMI 2024 |
