Alison Norling
Redmond
Summary
Resourceful Solution Architect with 35+years of customer relationship management and implementation support, focusing on Automated Call Distribution (ACD) systems. Highly skilled in managing database performance and upgrades for ongoing efficiency and achievement of corporate objectives.
Overview
20
20
years of professional experience
1
1
Certification
Work History
SR Business Architect
Cambia Health Solutions- Regence
06.2015 - 12.2024
- Developed innovative solutions for complex business challenges, enhancing operational efficiency.
- Facilitated cross-functional collaboration to drive project success and stakeholder satisfaction.
- Spearheaded efforts to identify and mitigate business risks, safeguarding company interests.
- Provided strategic guidance for the successful implementation of critical projects.
- Aligned business objectives with technology solutions, supporting digital transformation.
- Facilitated communication between stakeholders, ensuring a clear understanding of project goals and desired outcomes.
- Implemented change management strategies to support the successful adoption of new technologies and processes throughout the organization.
- Established strong relationships with vendors and partners to ensure seamless delivery of services while negotiating favorable contract terms for the organization.
- Evaluated emerging trends in technology and industry best practices to inform future decisions on IT investments and enterprise-wide strategies.
- Served as a liaison between technical and non-technical stakeholders, ensuring that all parties were informed and engaged throughout project lifecycles.
- Mentored junior team members in best practices for business architecture methodologies, fostering an environment conducive to ongoing professional growth.
- Evaluated current processes to develop improvement plans.
Product Owner, Infrastructure
Cambia Health Solutions- Regence
09.2012 - 06.2015
- Enhanced product development processes, collaborating with cross-functional teams to align product vision and strategy.
- Improved product quality by gathering and prioritizing feedback from stakeholders.
- Boosted approx. 1400+ users engagement with innovative features and enhancements.
- Prioritized product backlog to align with strategic business goals.
- Facilitated communication between stakeholders and development teams, ensuring alignment and clarity.
- Enhanced customer satisfaction by responding to feedback and implementing effective solutions.
- Owned and prioritized product backlog.
- Analyzed customer feedback to identify areas for improvement.
Supervisor, Contact Center Technology
Cambia Health Solutions- Regence
02.2005 - 09.2012
- Conducted performance evaluations for 5 team members, promoting growth and improvement.
- Improved workflow with strategic scheduling and task delegation.
- Fostered a positive work environment, encouraging open communication and collaboration.
- Facilitated communication between management and staff to ensure clear understanding of expectations.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Education
No Degree - Journalism
Clackamas Community College
Oregon City, OR06-1983
Skills
- Strategic Technical Planning
- Solution design
- Problem Resolution
- Stakeholder engagement
- Requirements gathering
- Quality assurance
- Performance optimization
- Vendor management
- Moves/Adds/Changes
- Tier 2 Customer Support
Accomplishments
- Primary Lead in implementing Telephony voice system from landlines to VOIP for 2000+ users across 7 locations and 4 States.
- Key member in highly successful implementation of one of the company's most critical applications. Transitioning the Customer based phone system from on-premise (Aspect System) to cloud-based solution (NICE CXone).
- Relationship Manager with vendors, keeping lines of communication open around enhancing technology and troubleshooting issues
- Documented and resolved major year long issue with phone disconnects, which led to both internal and external customer satisfaction.
- Mentored System Administrators in how to support system and customers
- Provided Tier 2 technical support for primary ACD platform
Certification
- Certified ScrumMaster (CSM)
Timeline
SR Business Architect
Cambia Health Solutions- Regence
06.2015 - 12.2024
Product Owner, Infrastructure
Cambia Health Solutions- Regence
09.2012 - 06.2015
Supervisor, Contact Center Technology
Cambia Health Solutions- Regence
02.2005 - 09.2012
- Certified ScrumMaster (CSM)
No Degree - Journalism
Clackamas Community College
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