Cassie Gallegos
Taylorsville,Utah
Summary
Enthusiastic Business Solutions Analyst III eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of health spending accounts with over 7 years of experience. Motivated to learn, grow and excel in building health and wealth.
Overview
7
7
years of professional experience
Work History
Service Support Business Solution Analyst III
HealthEquity
Draper, UT
03.2022 - Current
- Identified needed business improvements and determined appropriate systems required to implement solutions.
- Gathered, reviewed and reported on findings.
- Developed diagrams to describe and lay out logical operational steps.
- Helped deploy system enhancements to improve field operations.
- Enhanced interfaces to promote better functionality for team members.
Service Support Business Solution Analyst II
HealthEquity
Draper, Utah
03.2019 - 03.2022
- Identified needed business improvements and determined appropriate enhancements to implement solutions.
- Helped deploy system enhancements to improve field operations.
- Gathered, reviewed and reported on findings.
- Further defining and managing the MS Defects process to reduce the number of requests submitted to Service Desk.
- Worked directly with internal product team to review and prioritize bugs and enhancement requests that directly impact the Member Services department.
- Reporting, tracking, and prioritizing bugs and enhancement requests for Member Services
- Cross-department collaboration creating and designing a unified platform
Member Services Elite Assistant Team Lead
HealthEquity
Draper, Utah
03.2016 - 03.2019
- Coached and directed new team members in call flow, conflict resolution and case documentation practices.
- Worked with Member Service team members to handle escalated member issues.
- Learned internal systems to define, create, and manage the MS Defect Process to reduce the number of requests submitted to Service Desk.
- Worked directly with internal product team to review and prioritize bugs and enhancement requests that directly impact the Member Services department.
Member Services Specialist
HealthEquity
Draper, Utah
03.2015 - 03.2016
- Met call guidelines for service levels, handle time and productivity.
- Cross-trained and provided backup support for leadership.
- Effective liaison between members and internal departments.
- Reached out to members after completed calls to follow up on outstanding issues and provide resolution.
- Delivered exceptional customer service to every member by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
High School Diploma -
Taylorsville High School
Utah06.2008
Skills
- Proactive Self-Starter
- Organization and Time Management
- Flexible & Adaptable
- Clear Written Communication Skills
- Strong Communication and Interpersonal Skills
- Efficient and Detail-Oriented
- Product Support
- UAT Support
- Enhancement Support
- Scrum Methodology
Timeline
Service Support Business Solution Analyst III
HealthEquity
03.2022 - Current
Service Support Business Solution Analyst II
HealthEquity
03.2019 - 03.2022
Member Services Elite Assistant Team Lead
HealthEquity
03.2016 - 03.2019
Member Services Specialist
HealthEquity
03.2015 - 03.2016
High School Diploma -
Taylorsville High School
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