Summary
Overview
Work History
Education
Skills
Certification
Timeline
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WILLIAM BOWERS

Marietta,TX

Summary

Results-driven Business Analyst with 15+ years of experience bridging business and IT through clear documentation, relationship-building, and hands-on testing support. Skilled in translating business needs into technical solutions across lean, Agile, and Waterfall hybrid environments. Proven success supporting data analytics teams, system migrations, and enterprise reporting platforms. Adept in JIRA, Salesforce, SQL, and test planning within financial and healthcare sectors. Currently focused on expanding my impact as a Business Analyst by leveraging AI tools to enhance requirements gathering, support automated processes, and enable smarter, faster decision-making.

Overview

2026
2026
years of professional experience
1
1
Certificate

Work History

LLM/AI Trainer

Telus Digital
2025 - Current
  • Designed and authored original, complex question-and-answer datasets for advanced engineering and mathematical domains, contributing to the development of large language models (LLMs) with a focus on multi-step logic and analytical rigor.
  • Delivered high-quality, standards-aligned solutions used to train AI systems in technical reasoning and structured problem-solving.
  • Collaborated with interdisciplinary teams to optimize training data for accuracy, clarity, and relevance, ensuring alignment with model development goals.
  • Gained hands-on experience with AI training workflows and quality assurance, deepening insight into how business problems can be addressed using intelligent automation and data-driven approaches.

LLM/AI Trainer,

Outlier
2024 - 2026
  • Played a key role in enhancing Large Language Model (LLM) performance using Reinforcement Learning from Human Feedback (RLHF) techniques, ensuring responses aligned with real-world user intent and business expectations.
  • Evaluated and compared LLM-generated outputs against defined quality benchmarks, developing rubrics and scoring frameworks to assess relevance, accuracy, and reasoning depth.
  • Provided structured, high-quality feedback that directly improved the model’s ability to generate context-aware, consistent, and analytically sound responses.
  • Contributed to ongoing iteration and training cycles, helping align AI behavior with user needs—offering valuable insights for business use cases like automated customer support, intelligent reporting, and decision assistance.

Business Process Analyst

PenFed Credit Union, Contract
2023 - 2024
  • Captured and documented business requirements (BRDs and FRDs) for auto lending and insurance initiatives, translating stakeholder needs into actionable specifications aligned with strategic objectives.
  • Partnered with a data analytics team to define reporting requirements in Salesforce, resulting in dashboards that improved visibility into loan product performance and supported data-driven decision-making.
  • Led UAT coordination and defect tracking in Jira, ensuring traceability from requirements to test cases and achieving >95% alignment with business expectations.
  • Conducted current vs. future state process analysis for loan servicing workflows, identifying inefficiencies and contributing to process redesign that reduced manual handoffs by 30%.
  • Worked closely with IT and business stakeholders to prioritize system enhancements, supporting a phased deployment strategy that enabled smoother transitions and early feedback loops.
  • Created functional specs and acceptance criteria that guided developers and testers through successful system updates, including new Salesforce reports and automated validations.
  • Maintained and refined the product backlog, helping the product manager align features with business value and project timelines.
  • Facilitated cross-functional collaboration across product, IT, compliance, and operations teams to ensure clear communication, timely delivery, and alignment with business goals.
  • Produced clear, up-to-date process documentation and stakeholder communication materials, supporting transparency and onboarding for new team members.
  • Focused on enhancing debt protection product operations within the auto lending department, contributing to better oversight, compliance, and customer service.

Business Process Consultant

Capital One, Contract
05.2022 - 12.2022
  • Led cross-functional teams to identify and implement workflow improvements, delivering 4,000+ hours of annual efficiency gains across 10 business units.
  • Applied DMAIC methodology to define requirements, measure performance, and eliminate process redundancies in collaboration with Salesforce developers and business stakeholders.
  • Facilitated process mapping and redesign workshops, producing documentation using Visio, SIPOC, RACI, and FMEA, ensuring shared understanding across business and IT teams.
  • Utilized Jira to manage user stories, track enhancements, and monitor resolution of workflow-related issues; used Confluence to centralize process documentation and collaborate with distributed teams.
  • Reduced operational risk and redundancy by 15% through the implementation of lean tools and structured process improvement strategies.
  • Authored detailed user stories and business requirements that supported automation opportunities and improved system usability and adoption.
  • Partnered with key stakeholders and IT leads to ensure alignment of process initiatives with strategic goals, resulting in improved cross-functional execution and transparency.
  • Demonstrated leadership in change management, stakeholder engagement, and enterprise process transformation, reinforcing a culture of continuous improvement.

Business Consultant

Grizzlee Consultants
07.2017 - 05.2022
  • Partnered with vendors Millennium and CIS Group to support major insurance carriers by delivering data collection and reporting services for property claims and inspections.
  • Gathered, verified, and analyzed data in alignment with customer requirements to produce accurate, field-based findings for underwriting and risk assessment.
  • Developed and maintained customized spreadsheets using Microsoft Excel and Google Sheets, automating calculations and enhancing data clarity for client reporting.
  • Created and managed project timelines, ensuring the on-time and accurate completion of claims in fast-paced, field-based environments.
  • Applied strong organizational, client communication, and data tracking skills to support business goals and improve service consistency across multiple engagements.

BUSINESS PROCESS CONSULTANT

Cognizant / Blue Cross Blue Shield of IL, MT, NM, OK & TX (Contract)
05.2016 - 07.2017
  • Led a cross-functional team of analysts and supervisors to consolidate Call Center Standard Operating Procedures (SOPs) by 35%, improving workflow efficiency, response time, and consistency across regions.
  • Conducted data analysis, stakeholder interviews, and workflow observation to identify team strengths and develop sustainable, root-cause-driven solutions.
  • Maintained project transparency through monthly reports, tracking milestones, risks, and deliverables to ensure alignment with organizational goals.
  • Used SharePoint and Excel to model current processes and surface trends, enabling targeted recommendations and evidence-based corrective actions.
  • Facilitated process mapping and redesign workshops using Visio, contributing to a structured documentation approach that improved operational efficiency.
  • Collaborated with stakeholders across operations, IT, and management to identify issues and implement corrective solutions that increased team productivity and knowledge consistency.
  • Demonstrated strong analytical thinking, stakeholder engagement, and process improvement leadership in a highly regulated healthcare environment.

Business Operations Excellence Master Black Belt

McKesson
08.2015 - 04.2016
  • Demonstrated leadership in strategic planning and operational alignment, guiding key initiatives across cross-functional healthcare operations.
  • Led process mapping and redesign workshops using Visio, documentation, and technical writing, resulting in measurable gains in productivity and efficiency.
  • Drove an 86% reduction in claims denials by applying DMAIC methodology to identify root causes and lead structured problem-solving efforts.
  • Leveraged Kanban tools to improve workflow visibility and coordination, leading to a 22% increase in collections performance.
  • Facilitated recurring team meetings to monitor project progress, resolve bottlenecks, and maintain momentum across initiatives.
  • Coached managers and supervisors on process improvement strategies, fostering a culture of continuous improvement and accountability.
  • Delivered process improvement training sessions and workshops, engaging stakeholders across all organizational levels to promote adoption and collaboration.
  • Supported the development of 10 Green Belts as part of a regional Lean Six Sigma strategy, contributing to long-term capability building and change leadership.
  • Developed comprehensive process flows in Visio and maintained detailed documentation to support process clarity and audit readiness.

Process Improvement Director

CHRISTUS Health
06.2011 - 08.2015
  • Developed and implemented process redesign initiatives using DMAIC and Kaizen methodologies to align business needs with technical solutions, resulting in:
    34% increase in efficiency across targeted business units.
    27% boost in productivity through SOP development and workflow streamlining.
    Reduced operational costs by addressing inefficiencies with tailored process automation and system improvements.
    Improved customer satisfaction by delivering user-centric process enhancements.
  • Created detailed process documentation using Visio, enabling clear handoffs and long-term process stability.
  • Led Lean Six Sigma training for over 500 employees, supporting Yellow and Green Belt certifications and fostering a culture of continuous improvement and analytical thinking.
  • Established KPIs and performance monitoring systems, leveraging data analysis to track outcomes, inform decisions, and drive ongoing improvement.

Revenue Cycle Director

CHRISTUS Health
06.2008 - 06.2011
  • Standardized and optimized enterprise processes by implementing 7 replicable process improvements across multiple business units, increasing efficiency and consistency in revenue operations.
  • Facilitated cross-functional process mapping and redesign workshops, leveraging Lean principles, Visio, and technical documentation to drive productivity gains and improve workflow transparency.
  • Improved collections by 20% by introducing High-Performance Work Teams, streamlining workflows and enhancing team accountability and output.
  • Generated over $1.5M in cost savings through the strategic consolidation of statewide operations, reducing redundancy and improving resource utilization.
  • Achieved a 28% improvement in medical record delivery turnaround by analyzing HIM data and resolving process bottlenecks through targeted technical solutions.
  • Reduced unbilled claims inventory by 33% by leading a cross-functional initiative to identify root causes and implement corrective actions.
  • Partnered with Medicare, Case Management, and Patient Access teams to improve claim accuracy, resulting in higher claim acceptance and reduced rework.
  • Maintained and updated comprehensive process documentation, including value stream maps, SOPs, and workflow diagrams, supporting compliance and continuous improvement.
  • Achieved 99th percentile employee satisfaction within the revenue cycle department, fostering a positive, high-performance team culture.
  • Recognized with the 2010 HFMA Map Award for High Performance, highlighting excellence in revenue cycle management and operational leadership.

Education

Bachelor of Science - Electrical Engineering

Ohio University
Athens, OH

Skills

    🔹 Requirements Gathering & Analysis

  • Business Requirements (BRD), Functional/Technical Specifications (FRD)
  • User Stories, Use Cases, Process Flows (Current & Future State), Traceability Matrix

    • 🔹 Project & Product Management

  • Agile, Lean, Waterfall, Kanban, Scrum
  • Product Backlog Management, Sprint Planning, Project Scoping & Delivery
  • Cross-Functional Stakeholder Engagement, Implementation Oversight

    • 🔹 System & Process Analysis

  • System Requirements Definition, Data Analysis, Workflow Optimization
  • Process Mapping, System Design Review, Business Process Reengineering (BPR)

    • 🔹 Testing & Validation

  • User Acceptance Testing (UAT), Test Case Development, Solution Validation
  • Testing Metrics & Traceability

    • 🔹 Communication & Collaboration

  • Stakeholder Communication, Cross-Functional Collaboration
  • Technical Writing, Training, Process Documentation, Presentations

    • 🔹 Technical Tools & Platforms

  • Salesforce, Jira, Confluence, SQL, Tableau, Microsoft Office Suite
  • Visio, SharePoint, Business Intelligence (BI) Tools

    • 🔹 Methodologies & Frameworks

  • Lean Six Sigma (Green Belt), DMAIC, Kaizen, Kanban

Certification

Certified Lean Six Sigma Master Black Belt, Villanova University 2011

Certified Six Sigma Black Belt, Ford Motor Company 2002

Timeline

Business Process Consultant

Capital One, Contract
05.2022 - 12.2022

Business Consultant

Grizzlee Consultants
07.2017 - 05.2022

BUSINESS PROCESS CONSULTANT

Cognizant / Blue Cross Blue Shield of IL, MT, NM, OK & TX (Contract)
05.2016 - 07.2017

Business Operations Excellence Master Black Belt

McKesson
08.2015 - 04.2016

Process Improvement Director

CHRISTUS Health
06.2011 - 08.2015

Revenue Cycle Director

CHRISTUS Health
06.2008 - 06.2011

LLM/AI Trainer

Telus Digital
2025 - Current

LLM/AI Trainer,

Outlier
2024 - 2026

Business Process Analyst

PenFed Credit Union, Contract
2023 - 2024

Bachelor of Science - Electrical Engineering

Ohio University

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