Amy Stolzenburg
Summary
Dynamic Senior Business Analyst with a rich 24-year tenure in the industry, renowned for effectively pinpointing root causes of issues and implementing corrective measures to elevate overall customer experience. Proficient in deciphering business priorities to unveil optimal personnel and IT solutions. Skilled in conducting thorough operational assessments and functional requirements analyses, adept at swiftly adapting to evolving business landscapes. Adept communicator leveraging past experiences to drive informed decision-making and a relentless commitment to achieving maximum efficiency and results.
Overview
27
27
years of professional experience
4
4
Certificate
Work History
Senior Technical Business Analyst
Allstate Technical Services
04.2008 - Current
- Primary Technical Support Management: Spearheaded primary technical support for Monarch, SCD, AOL, eDR, & e-App, ensuring seamless operations and troubleshooting of critical applications.
- Meeting Facilitation and Monitoring: Orchestrated bi-weekly meetings for supported applications, monitoring daily checks to guarantee optimal functionality and performance.
- Collaborative Issue Resolution: Collaborated closely with business stakeholders and agents, swiftly resolving application issues to minimize disruptions and enhance operational efficiency.
- Problem Management Assistance: Assisted in problem management tasks, attending meetings, compiling reports, and reviewing problem breaches to ensure comprehensive issue resolution.
- Data Quality Assurance: Implemented rigorous testing and validation procedures to ensure data quality, contributing to reliable and accurate business processes.
- Business Requirement Translation: Translated business needs into precise technical requirements for IT development, ensuring alignment with organizational goals and objectives.
- Technical Documentation Delivery: Produced comprehensive technical documentation, facilitating seamless handovers to support teams and ensuring operational continuity.
- Efficiency Enhancement Initiatives: Improved project efficiency by streamlining communication between technical and business teams, increasing productivity and reducing turnaround times.
- Training and Development: Elevated team productivity by providing training on new software tools and methodologies, fostering a culture of continuous learning and improvement.
- Innovative Problem Resolution: Resolved complex business challenges with innovative technical solutions, driving process improvements and enhancing operational effectiveness.
- Customer-Centric Approach: Interacted with internal customers to understand business needs, prioritizing customer satisfaction and implementing changes based on collected feedback.
- Customized Data Presentation: Developed customized reports, summarizing and presenting data in visually appealing formats, enhancing data interpretation and decision-making capabilities.
Technical Support Analyst
Allstate Technical Services
03.2007 - 03.2008
- Customer Support: Managed approximately 50 incoming calls and emails daily, providing prompt and effective assistance to customers.
• Collaboration: Collaborated with cross-functional teams to develop solutions for recurring technical issues, fostering a culture of teamwork and problem-solving.
• Efficiency Enhancement: Reduced response times through efficient ticket management and prioritization of urgent issues, contributing to enhanced customer satisfaction.
• First-Call Resolution: Improved first-call resolution rates by 35% through rigorous review of trending reports and documentation, empowering team with troubleshooting resources.
• Knowledge Sharing: Participated in regular team meetings to discuss ongoing cases, share progress updates, and identify opportunities for collaboration.
• Documentation: Diligently documented support interactions for future reference, ensuring continuity and efficiency in support processes.
Team Leader
Allstate
01.2000 - 03.2007
- Supervised teams, monitored workflow, and developed weekly work schedules.
- Identified trends within the unit and implemented resolutions, coached new employees, and represented the team at meetings.
- Managed team members, delegated tasks effectively, and resolved conflicts professionally.
- Provided regular feedback to team members on their performance and improved processes to streamline workflows.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Promoted a culture of continuous improvement by encouraging feedback from all levels of the organization and implementing actionable changes accordingly.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with customers through positive attitude and attentive response.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
91-B Medic
Nebraska Army National Guard
01.1997 - 06.2002
- Provided medical tactics in simulated war-like situations and standby emergency assistance for disasters.
- Delivered first response medical care in the field and performed crowd control duties at large-scale events.
- Handled emergency situations calmly and efficiently.
- Managed medical supply inventory, ensuring the availability of necessary equipment and medications for optimal patient care.
- Participated in disaster relief efforts as part of a specialized medic team, providing essential assistance during emergencies.
- Continuously updated personal skills set through professional development courses and training seminars related to emerging trends in medicine.
- Enhanced emergency response capabilities by maintaining up-to-date knowledge of medical procedures and protocols for various situations.
- Administered first-aid treatment to reduce pain and minimize risk of complications.
- Responded to emergency calls to provide immediate and life-saving medical care.
- Inspected equipment and resolved deficiencies prior to in-service operations.
Education
Master of Arts - Management With An International Business Emphasis
Doane College
Crete, NEMaster of Arts - Business Administration
Doane College
Crete, NESkills
- Workflow Analysis
- Data Analysis Expertise
- Business process improvement
- Quality Assurance
- Microsoft Office Suite
- Data and Analytics
- Customer Service
- Detail oriented
- Communication
- Multi-tasking
- Organized
- Agile Methodology
- Pivot tables
- Decision Making
- Time Management
- Business Planning
- Attention to Detail
- Adaptability
- Critical Thinking
Certification
· Associate, Customer Service (ACS) Designation
Demonstrating proficiency in customer service principles and practices.
· Fellow, Life Management Institute (FLMI) Designation
Showcasing expertise in life insurance and financial services.
· ITIL Certification
Showcasing proficiency in IT service management best practices.
· Kanban Certification
Demonstrating expertise in Kanban methodology for efficient workflow management.
Accomplishments
- BRAVO Team Award: Received the BRAVO Team Award for developing a unified scorecard for the entire Imaging Unit, improving performance tracking and accountability.
- Standing Ovation Received Standing Ovation recognition in both 2015 and 2016, highlighting exceptional contributions and dedication to excellence.
- Take Your Kid to Work Day - Lead Chair - Lincoln Location - 2018 & 2019: Served as the Lead Chair for Take Your Kid to Work Day at the Lincoln location in both 2018 and 2019, orchestrating engaging and educational experiences for participants.
Additional Information
· SHS Alumni Volleyball Coordinator: Organized and coordinated alumni volleyball events for SHS over a span of 10 years, fostering community engagement and promoting school spirit.
· Volunteer Opportunities for Allstate: Engaged in numerous volunteer initiatives with Allstate, contributing time and effort to support community causes and corporate social responsibility efforts.
· Lincoln Southwest Band Volunteer Lead: Served as volunteer lead at LSW supporting the band program and enhancing the student experience.
· Election Worker: Contributed to the democratic process by serving as an election worker, ensuring smooth and fair elections within the community.
· Established and actively participate in the Silver Hawk Support Booster Club at LSW, fostering community involvement and providing essential support to enhance the school's programs and initiatives.
Quote
To be yourself in a world that is constantly trying to make you something else is the greatest accomplishment.
Ralph Waldo Emerson
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Technical Business Analyst
Allstate Technical Services
04.2008 - Current
Technical Support Analyst
Allstate Technical Services
03.2007 - 03.2008
Team Leader
Allstate
01.2000 - 03.2007
91-B Medic
Nebraska Army National Guard
01.1997 - 06.2002
Master of Arts - Management With An International Business Emphasis
Doane College
Master of Arts - Business Administration
Doane College