I am a strategic and detail-oriented Business Analyst with over 10 years of experience improving customer operations, optimizing internal workflows, and driving cross-functional collaboration across regulated industries. My expertise lies in data analysis, stakeholder engagement, and process transformation, with a proven track record of reducing inefficiencies and elevating customer satisfaction. I have experience working with technical systems and digital tools, including WordPress, and I am known for bridging communication between technical and non-technical teams. I am seeking to bring a high-impact, analytical mindset to a role where business processes, web technologies, and user experience intersect.
Throughout my career, I have demonstrated strong competencies in business process improvement, stakeholder engagement and management, contract and compliance analysis, and web technology collaboration. I am skilled in root cause and gap analysis, Agile and Scrum frameworks, workflow optimization, and data visualization using tools like PowerBI, Tableau, and Qlik. I am also experienced in KPI and SLA management, training and documentation, remote team collaboration, and cross-functional communication.
In my current role as a Business Analyst at NASA (via Business Integra), I analyze and interpret large volumes of ticketing system data to streamline contract resolution workflows. I collaborate cross-functionally with legal, procurement, and contract teams to resolve inquiries and improve compliance. I design end-user resources and deliver training content to enhance customer autonomy and reduce basic inquiries. My root cause analysis efforts have led to a 21% decrease in dispute reoccurrence and a 13% boost in resolution efficiency. Additionally, I generate detailed reports to provide actionable insights and improve contract performance tracking.
Previously, I served as a Senior Customer Service Representative at UnitedHealth Group, where I led a team of eight in a high-volume support environment and trained staff in escalation management and service best practices. I drove customer satisfaction by identifying issue trends and contributing to process changes that increased KPI achievement by 23%. I created and maintained performance dashboards using Excel and internal systems to track team metrics and drive improvements. I also played a key role in collaborative problem-solving with product and tech teams to reduce call center volume and improve digital self-service.
I am proficient with a variety of technical skills including web and collaboration tools such as WordPress, ServiceNow, Jira, Trello, Slack, Asana, Zendesk, and ClickUp. My data and reporting skills include SQL, PowerBI, Tableau, Qlik, and Databox. I am also experienced with office and productivity suites like Microsoft Office and Google Workspace, as well as CRMs and platforms including Salesforce, HubSpot, SAP, Workday, and EPIC.
I hold a Bachelor of Science degree in Psychology from Coppin State University. I have experience working in regulated industries such as government and healthcare. I am passionate about user experience, continuous improvement, and knowledge-sharing, and I am eager to contribute these strengths to my next professional opportunity.
