Business Analyst

Initiated and led business process optimization across six operational teams, improving workflow efficiency, clarity, and adoption. Developed SOPs, decision trees, and process documentation to standardize complex cross-departmental procedures.

Designed e-learning courses in Articulate and reviewed peer-developed learning content for accuracy, consistency, and alignment with objectives. Collaborated with operations, technology, and training stakeholders to implement and verify new workflows and tools, contributing to a 30% increase in First Call Resolution.

Built and presented a service blueprint to executive leadership, identifying operational gaps and recommending strategic improvements. Led stakeholder surveys and working sessions to validate changes and support continuous improvement.

Led end-to-end requirements gathering and validation for workforce management and scheduling systems supporting more than 250 users. Worked with engineering and vendor teams to translate business needs into functional specifications and system configuration requirements.

Analyzed and modeled current-state and future-state business processes to identify department-wide gaps and optimization opportunities. Partnered with technical teams and vendors to implement scheduling and forecasting system components and verify successful deployment.

Built dashboards and reports for senior stakeholders to evaluate system performance and support decision-making. Improved staffing efficiency by 55% through data-driven process and system improvements.

Conducted compliance audits and root cause analyses, translating findings into actionable process improvement recommendations.

Supported process and communication updates affecting more than 80 employees across operational teams. Contributed to clearer, more consistent enterprise operational procedures.