Anthonya Edwards
Orlando,FL
Summary
Business Analyst specializing in user experience and operations research. Expertise in leading research initiatives and usability testing, driving measurable improvements in customer satisfaction and operational efficiency. Proven track record of identifying workflow bottlenecks and delivering actionable recommendations that enhance team collaboration.
Overview
12
12
years of professional experience
Work History
Business Analyst (User Experience & Operations Research)
JPMorgan Chase
Lake Mary, USA
06.2023 - 08.2026
- Lead comprehensive research initiatives to understand user needs, test solutions, and drive measurable improvements in the customer experience for a global financial services firm.
- Led a usability testing initiative for 150+ frontline workers, identifying and addressing critical system bottlenecks that prevented process failures during a major platform deployment.
- Conducted over 50 in-depth interviews and workflow analyses to detect operational process gaps, providing actionable recommendations that improved cross-functional workflow efficiency by 25%.
- Created customer journey maps to visualize end-to-end customer experience, enabling product and management teams to identify and prioritize areas for improvement.
- Developed job aids and KPI dashboards to interpret complex data, ensuring leadership and development teams could adopt and track new processes, resulting in a 15% increase in consistency and adoption.
- Managed multiple concurrent research projects from scope definition to final delivery, successfully coordinating timelines and cross-functional partners (Product, Engineering, Operations) to ensure on-time and within-budget completion.
- Partnered with the Relationship Management team to ensure seamless hand-offs to ongoing provider network servicing improvement projects, resolving over 100 claims daily and improving service continuity.
- Built strategic patient access and reimbursement account plans by guiding personnel on patient access and payer coverage, completing 108+ requests and minimizing patient delays.
- A global financial services firm.
Estates Specialist III (Senior)
JPMorgan Chase
Lake Mary, USA
06.2020 - 06.2023
- Managed high-stakes customer workflows with deep empathy and critical thinking, ensuring strict adherence to processes in a financial services environment.
- Managed 100+ complex, emotionally sensitive customer relationships with a customer-first approach, effectively resolving high-stakes issues while balancing strict policy, regulatory requirements, and experience standards.
- Managed sensitive, high-stakes customer workflows with deep empathy and critical thinking.
- Led cross-functional collaboration to resolve escalated complaints, providing policy-based guidance that strengthened operational quality and improved overall customer satisfaction scores by 8%.
- Coached 15+ peers on policy knowledge and customer communication strategies, fostering a culture of continuous learning and professional development.
- Served as a Development Coach, mentoring 15+ peers on policy knowledge, performance habits, and customer communication strategies, promoting a culture of continuous learning and professional development.
Card Services Specialist II
JPMorgan Chase
Lake Mary, USA
02.2017 - 06.2020
- Delivered high-volume customer support while leading employee engagement and onboarding initiatives that enhanced team morale and retention.
- Led employee engagement initiatives for 3 years as Project Manager, Employee Experience, gathering team feedback and planning activities that improved team morale, strengthened interpersonal connections, and increased retention by 12%.
- Delivered high-volume customer support while spearheading employee engagement and onboarding initiatives to boost morale and retention.
- Developed onboarding materials and facilitated knowledge retention sessions, coaching 25+ peers on effective call handling and policy adherence.
- Developed and facilitated knowledge retention sessions and created onboarding materials, coaching 25+ peers on effective call handling and policy adherence.
Freedom & Sapphire Specialist I-II
JPMorgan Chase
Lake Mary, USA
04.2014 - 02.2017
- Identified customer requirements and recommended credit card services, leading to improved client alignment with financial goals.
- Managed customer relationships by delivering tailored solutions for financial product needs, enhancing customer satisfaction.
- Resolved complex service issues using critical thinking and independent judgment, ensuring compliance with regulatory and operational policies.
- Contributed to operations at a global financial services firm, supporting various departments.
Education
Bachelor of Arts (BA) - Business Administration
Southern New Hampshire University
Manchester, NHSkills
- Usability Testing and UX Design
- User research
- Data analysis
- Microsoft Excel (Advanced)
- Data Visualization & Dashboards
- Process improvement
- Research and analysis
- Business & Strategy
- Stakeholder Management
- Agile Methodologies
- Gap analysis
- Strategic planning
- SharePoint and Access
Volunteer Experience
Business Resource Groups (BRGs) | JPMorgan Chase, BOLD, Impact, Women on the Move, Pride, Aspire, Supported event planning and execution to advance inclusion and employee engagement., Recruited and coordinated participation through proactive outreach and relationship management.
Timeline
Business Analyst (User Experience & Operations Research)
JPMorgan Chase
06.2023 - 08.2026
Estates Specialist III (Senior)
JPMorgan Chase
06.2020 - 06.2023
Card Services Specialist II
JPMorgan Chase
02.2017 - 06.2020
Freedom & Sapphire Specialist I-II
JPMorgan Chase
04.2014 - 02.2017
Bachelor of Arts (BA) - Business Administration
Southern New Hampshire University