Amy Elaine Gant
Business Systems Analyst - IT Ecommerce
Lexington,NC
Summary
Professional in business analysis, prepared to drive success in systems optimization and process improvement. Leveraged analytical skills to enhance business processes and support strategic goals. Reliable team collaborator, adaptable to changing needs, and focused on achieving impactful results. Proficient in requirements gathering, process mapping, and system integration.
Overview
16
16
years of professional experience
1
1
Certificate
1
1
Language
Work History
Business System Analyst
White Cap, LLC
12.2021 - Current
- Partnered with cross-functional stakeholders to elicit and refine requirements, driving alignment and ensuring successful project delivery.
- Led collaborative sessions to translate business objectives into clear functional specifications, securing full artifact approval.
- Built comprehensive business cases and ROI models to support strategic decision-making and justify investment in systems enhancements.
- Oversaw code release cycles across three core platforms—whitecap.com, bestmaterials.com, and whitecapsupply.com (Canada)—Coordinating deployment activities and minimizing production risk.
Learning and Performance Specialist
Allegacy Federal Credit Union
04.2019 - 10.2021
- Enhanced members' experience scores by 10% through targeted training material design.
- Collaborated with leaders to establish performance benchmarks across departments.
- Developed comprehensive courses utilizing Process Mapping and the ADDIE model.
- Honored as Allegacy's “Best of the Best” Facilitator, ranking among top performers for delivering exceptional new hire onboarding experiences and impactful training sessions.
Training Development Specialist
Truliant Federal Credit Union
08.2016 - 04.2019
- Established a system for tracking participant attendance and performance metrics, enabling more informed decision-making regarding future program offerings.
- Collaborated with subject-matter experts to ensure the training materials were relevant and engaging.
- Supported organizational growth by identifying skill gaps and developing targeted training initiatives.
- Evaluated employee progress and provided constructive feedback, fostering a culture of continuous improvement.
Branch Coordinator
Truliant Federal Credit Union
01.2016 - 08.2016
- Recognized and leveraged member relationship opportunities through a consultative sales/service approach, enhancing member satisfaction.
- Analyzed branch deposit and loan processes to align with strategic business goals, improving operational efficiency.
- Conducted quarterly audits to ensure compliance with organizational standards, contributing to risk management and quality assurance.
- Improved branch efficiency by streamlining processes and implementing time-saving strategies.
- Assisted in recruiting efforts to attract top talent for open positions within the branch.
- Implemented marketing initiatives to increase brand awareness and drive sales growth within the branch.
Loan Officer
Truliant Federal Credit Union
12.2011 - 11.2015
- Collaborated with the Senior Director of Member Service Operations to create the Branch Floater role, enhancing operational efficiency.
- Coached part-time tellers on compliance with Bank Secrecy Act regulations, ensuring adherence to corporate procedures.
- Promoted a consultative sales approach to meet member financial needs, utilizing a No Cost Credit Review method.
Customer Care Professional
American Express
07.2009 - 02.2011
- Addressed member inquiries in a high-volume call center, ensuring a seamless customer experience by delivering top-notch customer service.
- Successfully cross-sold American Express products by maintaining comprehensive product knowledge, staying up-to-date on new features and offerings, boosting customer engagement and satisfaction.
- Ranked in the top 7% for customer satisfaction, demonstrating a strong commitment to service excellence.
Education
BA - General Humanities
Montclair State University
Upper Montclair, NJ05-1992
Skills
Process Design & Operational Documentation Expert in documenting business processes to support operational transparency, compliance, and employee enablement Conducted use case analysis and discrepancy reviews to identify root causes and implement corrective action plans Partnered across teams to refine workflows and eliminate inefficiencies, driving measurable performance improvements
Accomplishments
- Collaborated with team of [Number] in the development of [Project name].
- Achieved [Result] by completing [Task] with accuracy and efficiency.
Certification
DDI Certified
Timeline
Business System Analyst
White Cap, LLC
12.2021 - Current
Learning and Performance Specialist
Allegacy Federal Credit Union
04.2019 - 10.2021
DDI Certified
12-2017
Training Development Specialist
Truliant Federal Credit Union
08.2016 - 04.2019
Branch Coordinator
Truliant Federal Credit Union
01.2016 - 08.2016
Loan Officer
Truliant Federal Credit Union
12.2011 - 11.2015
Customer Care Professional
American Express
07.2009 - 02.2011
BA - General Humanities
Montclair State University
Languages
German
Elementary
Instructional Design & Facilitation Experience
- Gained hands-on experience in Instructional Design through collaboration with The Bob Pike Group, applying effective training methodologies to learning initiatives.
- Developed proficiency in e-Learning design utilizing Articulate, creating engaging and accessible digital training materials.
- Served as an experienced facilitator in both classroom settings and virtual platforms, including Webex, Zoom, and Microsoft Teams, ensuring seamless learning experiences across diverse audiences.
Professional Highlights
- Consistently ranked within the top 7% of 430 representatives for Customer Satisfaction at American Express, demonstrating a strong commitment to client service excellence.
- Exhibited advanced independent research capabilities, ensuring thorough and reliable outcomes in all assigned projects.
- Recognized for remarkable productivity and effectiveness in high-stress, high-volume work environments.
- Earned certification from Development Dimensions International (DDI), reflecting dedication to professional growth and validated instructional abilities.
- Received the ‘Best of the Best' award twice within the first nine months at Allegacy, a recognition based on outstanding demonstration of brand values and surpassing job expectations.
Instructional Design & Facilitation Experience
- Gained hands-on experience in Instructional Design through collaboration with The Bob Pike Group, applying effective training methodologies to learning initiatives.
- Developed proficiency in e-Learning design utilizing Articulate, creating engaging and accessible digital training materials.
- Served as an experienced facilitator in both classroom settings and virtual platforms, including Webex, Zoom, and Microsoft Teams, ensuring seamless learning experiences across diverse audiences.
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