Multifaceted professional with 10+ years of combined experience in business analysis, customer service, case management, and project management. Proactive business analyst with product management experience ranging from start-ups to multi-billionaire dollar companies.
Hi, I’m
Bobbie-Jean West
Waco,TX
Summary
Overview
4
years of professional experience
Work History
Shared Services Center
Business Process Analyst
09.2022 - Current
Job overview
- Assist Project Manager by documenting procedures and business processes and share information with appropriate stakeholders
- Diminish process gaps and encourage optimal productivity by closely supervising workflow productivity of associates across all departments
- Collaborate closely with upper management, like CFO and COO, to drive strategy through development and implementation of new processes
- Review files, records and other documents to obtain business information and key data informing responses to development requests
- Participate and complete Project Management training via Udemy
Indeed
Business Analyst
07.2021 - 07.2022
Job overview
- Increased revenue from 250k to 2.3M in one year by analyzing service metric with internal teams. Provided product support and issue resolution in customer feedback and resume services
- Managed over 200 contractors of professional career coaches to ensure all resume service orders are completed within SLA time and resolve coaches needs
- Collected data and conducted research on product design to drive actions for improvement that increased system effectiveness for resume service clients
- Performed operation inspections of product and customer feedback, ensuring requirements are met for over 500 weekly customers using IQL systems
- Trained 6 internal contract workers in resume best practices, customer service, QA, JIRA, data pulling, KPI analyzation, and company guidelines
Abilene Dermatology & Skin Surgery Center
Switchboard Operator
06.2020 - 07.2021
Job overview
- Directed incoming calls to internal personnel and departments, routing to best-qualified department
- Managed 5 computer systems simultaneously to coordinate scheduling and documentation
- Performed clerical work such as sorting mail, restocking supplies and typing documents to ensure organization and high efficiency overall
- Maintained high volume of clientele by respectfully collaborating with healthcare professionals and patients
- Increased clinic customer satisfaction by 75% through effective record keeping of all voicemails and letters, resulting in increased capacity for outreach
Covid
Covid
01.2020 - 06.2020
Job overview
- Employment affected by Covid-19, assisted with family care during this time
Lonestar Social Services
Case Manager
06.2019 - 12.2019
Job overview
- Managed 30 multi-member family cases by coordinating with various state representatives, like CPS, to aid children removed from their home per state law
- Conducted 30 home inspections, including interviewing all family members and enforcing the home-safety checklist on a monthly basis, ensuring the safety of the foster children by 100%
- Partnered with physicians, social workers, activity therapists, nutritionists and case managers to develop and implement individualized care plans and documented patient interactions and interventions
- Recruited new foster parents by directing a monthly city-wide presentation on foster care
- Monitored student progress and revised IEP to meet student needs
Blue Cross Blue Shield
Customer Care Representative
01.2019 - 06.2019
Job overview
- Multitasked on up to 14 computer systems simultaneously per day, to research and manage documentation for Healthcare Providers
- Completed 60+ hours of customer service training for the Federal Department of BCBS
- Investigated insurance claims by engaging with nationwide Healthcare Providers via phone, while maintaining a courteous and professional attitude
- Responded to Provider needs through competent customer service and prompt problem-solving.
- Helped large volume of Providers every day with positive attitude and focus on customer satisfaction.
Education
Abilene Christian University
Bachelor of Social Work
2018
University Overview
Skills
- Project Management
- Business Analysis
- Data Entry
- SQL
- JIRA
- Microsoft Office
- Quality Assurance
Timeline
Business Process Analyst
Shared Services Center
09.2022 - Current
Business Analyst
Indeed
07.2021 - 07.2022
Switchboard Operator
Abilene Dermatology & Skin Surgery Center
06.2020 - 07.2021
Covid
Covid
01.2020 - 06.2020
Case Manager
Lonestar Social Services
06.2019 - 12.2019
Customer Care Representative
Blue Cross Blue Shield
01.2019 - 06.2019
Abilene Christian University
Bachelor of Social Work
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