CHELSEA MOSES
Papillion,NE
Summary
Experienced Business Analyst with a strong background in software product development, healthcare technology, and government operations. Proven expertise in managing complex implementations and delivering effective technical solutions. Skilled at analyzing business requirements, identifying process improvement opportunities, and driving organizational growth. Collaborates with cross-functional teams and stakeholders to achieve project objectives. Committed to delivering high-quality results aligned with business goals and exceeding client expectations.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Business Systems Analyst II
Signature Performance
10.2024 - Current
- Developed comprehensive documentation to support end-users and facilitate future enhancements.
- Identified needed business improvements and determined appropriate systems required to implement solutions.
- Identified critical issues within existing systems, providing recommendations for resolution and prevention of future problems.
- Improved systems with addition of new features and infrastructure.
- Collected, defined and analyzed business requirements.
- Championed change management initiatives within the organization, promoting the benefits of adopting new technologies to improve overall efficiency.
- Facilitated communication between technical and non-technical team members, ensuring project alignment across all parties involved.
- Analyzed user feedback to identify areas requiring improvement, prioritizing enhancements based on impact potential.
- Collaborated with stakeholders to gather essential requirements, ensuring successful project outcomes.
- Created and maintained standard operating procedures governing system functions and features.
- Collaborated with upper management to drive strategy and implement new processes.
- Communicated and explained business requirements to team members to understand and implement functional demands.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Led multiple cross-functional teams with up to 15 contributors to deliver complex system integrations, ensuring seamless business operations.
Business Analyst I
Signature Performance
10.2023 - 10.2024
- Manage requirements throughout the entire requirements lifecycle for the company's flagship software product using a variety of business analysis best practices and industry standard tools such as the Atlassian suite and ServiceDesk
- Engage the customer to elicit and validate requirements and confirm that the resulting product meets the needs of the customer and is supported by the product's architecture
- Develop and define software solutions to meet the needs of the customer within a complex architectural and enterprise landscape
- Assist in Software Quality Assurance practices and Development by performing SQL queries, submitting test files through the product, and validating transmission of EDI files
- Encourage the adoption of software development best practices and Agile Methodologies using methods such as knowledge sharing and process improvement, leading multiple cross-functional teams and closing an average of 30 story points per sprint per team
- Assist Product Owner and Program Manager in building product/program epics and underlying requirements for feature release management and prioritization
- Establish best practices for business analysis via policy and mentorship of other analysts
- Work with agile teams to promote independent solutioning and thorough documentation
- Implemented best-practice methodologies that improved overall project delivery timelines while maintaining quality standards.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
- Improved business processes by analyzing current practices and recommending optimization strategies.
Assistant Business Analyst
Signature Performance
08.2022 - 10.2023
- Facilitate a number of enterprise initiatives including the construction of a data warehouse, online claims engagement portal, artificial intelligence integration, and process improvements
- Elicit, write, and formalize requirements for all of the aforementioned initiatives as well as perform business analysis functions such as root cause analysis, impact analyses, solutions research, gap analysis, state and sequence diagramming, interaction design and more
- Define and implement business rules and frameworks for a growing technological environment at both a project and enterprise level, including but not limited to: NIST rev.5 control framework, Azure Synapse environment controls, WCAG accessibility framework, and client-defined security rules to include both private and public clients
- Facilitate stakeholder-developer consensus, SQA and DQA testing strategy, and user acceptance testing across the business
Lead Customer Service Representative
Signature Performance
03.2022 - 08.2022
- Provide support to customer service representatives as the subject matter expert, requiring an extensive and up-to-date knowledge of MISSION ACT requirements
- Coach floor-level employees on a one-on-one basis, averaging 3-5 employees weekly, highlighting both strengths and areas for improvement including: customer service skills, protecting PII/PHI, accurate MISSION ACT knowledge, technical skills, and more
- Follow up with coached employees to identify and praise improvements, identify weak areas and concerns, and report any findings to designated managers
- Focus on more complex issues such as: crisis calls, supervisor calls, repeated incorrect claim denials, and resurrection of denied claims
- Assist manager in the re-direction of unprofessional acts by customer service representatives by providing coaching, alternative pathways for complaint, or simple positive reinforcement of character
- Investigated and resolved customer inquiries and complaints quickly.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
Customer Service Representative
Signature Performance
12.2021 - 03.2022
- Provide claims status and troubleshooting to providers across the country with a customer satisfaction score consistently above 94% and an average call rate above 15 calls per hour
- Assist veteran patients with claims resolution, adverse credit reporting scenarios and VA referrals while maintaining sensitivity for ill and grieving veterans and their families
- Understand and apply federally mandated Quality Assurance and Civil Rights standards including HIPAA regulations, and reporting legislation
- Serve as an agent of knowledge for Quality Assurance personnel in regard to improving training programs, veteran and provider accessibility, and customer hold times
- Participate in selective leadership opportunities and serve as a 'go-to' person for peers as someone well-known for in-depth comprehension of claims
- Cross-trained into CAEC (72-hour notifications) to work on portal notifications
Work Study
Bellevue University
12.2020 - 12.2021
- Provide Human Resources management for up to 80 hours a week and up to 6 Disabled American Veterans representatives
- Assist in the acquisition and disbursement of veteran resources to over 1000 community-based veterans
- Provide assistance and aide to veterans in crisis of various degrees, including mental health and financial crisis
- Manage community service and volunteer projects totaling 75 hours
- Maintained up-to-date knowledge of campus resources and services available to students, facilitating appropriate referrals when needed.
- Provided exceptional customer service, addressing inquiries from students, faculty, and staff promptly and professionally.
Administrative Assistant to Chief Executive Officer
The Bloc, Inc
10.2020 - 12.2020
- Distributed $250,000 worth of CARES Act goods to organizations in the Omaha Metropolitan Area
- Provided over 15,000 meals and 10,000 face masks to 5 different senior living facilities and the general public
- Coordinated network expansion and managed contact with 15 community-based organizations
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
Training Management
United States Air Force
01.2020 - 12.2020
- Handled incoming calls from customers and potential customers, provided information and received orders using CRT to input data
- Interviewed customers and recommended other available products to meet their needs; received several Incentive Awards for sales efforts
- Provided orientation and training to over 200 new staff members
- Developed training reports and summaries for management and internal audits.
- Assisted management in identifying skill gaps, developing targeted training initiatives to address areas of improvement.
Curriculum Development
United States Air Force
01.2020 - 12.2020
- Managed human resources and Microsoft calendars for over 400 hours of class time, 50 staff personnel and 500 students
- Input data and created classroom materials for over 1200 hours
- Provided demonstrations for leadership that led to the acquisition of 2.5 million dollars in project funding
- Participated in Linguist Next project by completing 200 hours of data entry, troubleshooting, trialing equipment, and task completion
- Assisted in curriculum development, integrating innovative teaching methods to enhance educational experience.
- Contributed to curriculum development efforts alongside colleagues, ensuring material remained relevant and up to date.
Cryptologic Language Analyst
United States Air Force
12.2016 - 12.2020
- Developed and maintained proficiencies in 5 Arabic dialects and Middle Eastern culture
- Held a GPA of 3.95 and a reputation as a highly reliable Arabic linguist
- Led a class of 25 service members and created and shared 200 hours' worth of Arabic study materials
- Participated in Project Maven by completing data entry for over 100 hours, and assisting in the cultivation of artificial intelligence for military use
- Kept up-to-date on mission objectives by researching intelligence targets to understand significance in geopolitical context.
Education
Master of Business Administration - Business Intelligence
Creighton University
Omaha, NE01.2026
Bachelor of Science - Management of Healthcare
Bellevue University
Bellevue, NE08.2022
Skills
- Requirements Gathering
- Cross-Functional Collaboration
- Gap analysis
- Workflow Analysis
- Process Documentation
- User Acceptance Testing
- Business process modeling
- Root Cause Analysis
- Requirements Definition
- Solution Implementation
- Competitive Market Analysis
- Systems Analysis
Technical Skills
- Languages: SQL, HTML, CSS
- Methodologies: Scrum, Agile, Kanban, Waterfall
- Databases: Relational (Microsoft SQL), Cloud (Microsoft Azure)
- Other Technical Skills: Microsoft Office Suite, Visio, Figma, Atlassian Suite, EDI (834, 835, 837, 277), NCPDP PBM (B1, B2, RB1, RB2), Generative AI, Draw.io, Data Modeling, Data Migration, Data Integration, Data Reporting, Data Quality Assurance, Use Case Development, Documentation, Training, Testing, UAT, Application Support, E-T-L, Dundas, PowerBI
- Governance: NIST, WCAG, HIPAA, HITECH, ISO, CMMI, FIPS
Certification
- Practitioner of Business Analysis [PMI-PBA] Project Management Institute (PMI) October 2024
- Certified Scrum Product Owner (CSPO) Scrum.Org November 2023
- Entry-Level Certificate in Business Analysis (ECBA) International Institute of Business Analysis (IIBA) September 2023
Professional affiliations and activities
- Practitioner of Business Analysis (PMI-PBA), Project Management Institute, 09/24
- Certified Scrum Product Owner (CSPO), Scrum.org, 11/23
- Entry Level Certificate in Business Analysis (ECBA), International Institute of Business Analysis, 09/23
- Member, International Institute of Business Analysis, 05/23
- Member, Student Veteran Organization (SVO), 2020 to 2022, Bellevue University Student Chapter
- Dean's List, Bellevue University, Winter 2020 - 08/22
Timeline
Business Systems Analyst II
Signature Performance
10.2024 - Current
Business Analyst I
Signature Performance
10.2023 - 10.2024
Assistant Business Analyst
Signature Performance
08.2022 - 10.2023
Lead Customer Service Representative
Signature Performance
03.2022 - 08.2022
Customer Service Representative
Signature Performance
12.2021 - 03.2022
Work Study
Bellevue University
12.2020 - 12.2021
Administrative Assistant to Chief Executive Officer
The Bloc, Inc
10.2020 - 12.2020
Training Management
United States Air Force
01.2020 - 12.2020
Curriculum Development
United States Air Force
01.2020 - 12.2020
Cryptologic Language Analyst
United States Air Force
12.2016 - 12.2020
- Practitioner of Business Analysis [PMI-PBA] Project Management Institute (PMI) October 2024
- Certified Scrum Product Owner (CSPO) Scrum.Org November 2023
- Entry-Level Certificate in Business Analysis (ECBA) International Institute of Business Analysis (IIBA) September 2023
Master of Business Administration - Business Intelligence
Creighton University
Bachelor of Science - Management of Healthcare
Bellevue University
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