Summary
Overview
Work History
Education
Skills
Timeline
Generic

Christie Piper

Tallahassee,FL

Summary

Experienced Business Analyst with over 17 years of experience in government programs at multiple levels. Excellent reputation for attention to details, resolving problems and improving the overall business processes.

Overview

16
16
years of professional experience

Work History

Training Department Manager & Materials Developer

Systems and Methods, Inc
Tallahassee, FL
08.2016 - Current
  • Develop and deliver trainings through various locations throughout the United States as a member of the Implementation and Operations Team
  • Provide trainings ranging from on-line refresher trainings to on-site site implementation trainings throughout the United States
  • Assist in the design and testing of other State Disbursement Units (SDU) implementations and system transitions
  • As SME, review user documentation and training materials to ensure clarity, completeness, and accuracy
  • Create training videos for distribution for both internal staff and clients
  • Create training curriculum from functional and technical specifications
  • Deliver hard skill training to a non-technical user base and soft skill trainings to frontline staff, supervisors and management teams
  • Served as Manager on Duty, supervising multiple supervisors and departments on a rotational basis
  • Serve as project-lead and documentation lead for Unclaimed Property Process for Florida Clerk Court and Comptroller 2017 filing
  • When not actively training serve as technical business analyst on Operations Team
  • Bridge the gap between the business and IT teams, by documenting key business processes and systems, and their integration with technology
  • Work on cross-functional and/or cross-departmental projects which involve a high degree of complexity to improve processes and maximize income streams
  • Plan, elicit, capture, analyze and validate business, functional and technical requirements
  • Perform current state analysis of existing business systems, applications and functions
  • Assist with system and user acceptance testing, stress testing, end-to-end testing and regression testing
  • Serve as SME for 16 public facing child support payment websites

Intergovernmental Business Process Owner/Business Analyst

Florida Department of Revenue
Tallahassee, FL
09.2015 - 08.2016
  • Analyzed and clarified system changes required by the Program Office, or federal and state laws, regulations or court decisions by performing upfront analysis to determine system impact
  • Performed impact analysis for state system maintenance and modifications
  • Reviewed system documentation to ensure each business requirement id traceable throughout each design document, and design solutions conform to Child Support Enforcement system standards and functionality
  • Project lead for redesign and implementation of intergovernmental system changes requested by core owners, from conception through implementation and maintenance
  • Subject matter expert and lead for intergovernmental policy meetings
  • Reviewed and updated intergovernmental system documentation and state-wide training
  • Liaison between federal representatives, executive management and service site staff
  • Met with other process owners to discuss and advise of potential impact to intergovernmental system functionality
  • Responsible for ensuring the execution of acceptance testing, following established acceptance testing methodology, and for documenting test results
  • Coordinated test discrepancies and resolutions with technical staff and provide input and/or prepare acceptance test documentation
  • Acted as liaison between the Program Office staff, technical staff, contract staff, 67 counties and outside agencies including federal and other state partners.

Revenue Specialist II

Florida Department Of Revenue
Jacksonville, FL
07.2015 - 09.2015
  • Florida Department of Revenue
  • Researched and evaluated intergovernmental cases and resolved complex issues
  • Interacted with NCP's, CP's and other case related parties to obtain and validate information as well as to answer and address customer's questions and concerns
  • Gathered information to resolve outstanding enforcement activities by negotiating improved financial and medical compliance
  • Multitasked high priority activities as well as directing case management
  • Provided a high level of customer service to both external and internal customers.

Interstate Program Specialist/GP III

Colorado Department of Human Services
Denver, CO
05.2014 - 06.2015
  • Created, planned and organized the first annual Intergovernmental Summit in Colorado partnering federal, state and county interstate caseworkers which was credited to increasing statewide intergovernmental collections
  • Co-authored the Intergovernmental Summit Report distributed to executive- level state management teams, IV-D Administrators and county workers statewide
  • Subject matter expert for the interstate component of an electronic monitoring tool for state-wide collections
  • Project lead for the Intergovernmental Subgroup in a supervising capacity over twenty-five state and county members
  • Project lead for the Intergovernmental Case Management Model promoting utilization of electronic report management over antiquated methods
  • Facilitated and led meetings for both the Intergovernmental Subgroup and the Intergovernmental Case Management Model team
  • Both projects included motivating and directing teams of staff members and local county employees
  • Identified and recommended state-wide interstate trends, training needs and training requirements to state-level management team
  • Draft and deliver training material regarding interstate cases
  • Provide one-on-one interstate training with staff of underperforming counties
  • Counseled and provide advice to local counties regarding state and federal regulations, both orally and through written documentation
  • Reviewed procedures and system functionality, identifying problem areas
  • Developed, evaluated and recommended strategies to minimize errors
  • Gathered, compiled and analyzed large amounts of statistical data at the county level regarding interstate performance measures and made recommendations for improvement
  • Determined trends in performance variations and recommended solutions
  • Researched and reported on interstate child support statutes, regulations and legislative history.

Program Evaluation Specialist/GP III

Colorado Department of Human Services
Denver, CO
03.2013 - 04.2014
  • Assisted in producing monitoring tools to support the Colorado CSE program in assessing the attainment of program goals and objectives at both the state and county level
  • Conducted routine and ad hoc reviews and audits of multiple counties to assess program performance and compliance through the development of the methodology and coordinated the implementation of the review
  • Conducted, documented and published the results of the review
  • Completed state-level administrative reviews of arrears balances on cases
  • Researched, drafted and presented statewide policies regarding safeguarding IRS information
  • Redesigned and launched the electronic version of the IV-D Administrators' yearly report to the State
  • Compiled and analyzed large volumes of statistical data on a monthly basis
  • Provided statewide training to county staff through various training formats including on-site trainings, webinars and conference calls
  • Assisted with operational process evaluation and plan development, performance improvement analysis for 64 counties statewide
  • Responded to escalated inquiries and complaints received by phone, email in writing and in person by the State office
  • Facilitated and monitored webinar for NCSEA
  • Co-presented workshop for CFSC Conference.

Interstate Program Specialist, GP II

Colorado Department Of Human Services
Denver, CO
03.2011 - 03.2013
    • Reviewed complex interstate cases
    • Interpreted federal and the Division of Child Support Enforcement rules, consulted regulations and statutes to determine applicability
    • Researched and provided technical assistance to county and other state child support personnel to ensure interstate actions were processed in compliance with federal laws
    • Compiled data from other states to disseminate to state and county staff
    • Responded to requests for assistance from the parties and other stakeholders such as other state child support colleagues, lawyers and various government officials
    • Project planning and implementation of strategic plans as a member of the C-Stat Large County Improvement Team.

Child Support Specialist

Denver County Department of Human Services
Denver, CO
01.2007 - 02.2011
    • Managed a caseload of over 600 child support cases and exceed the collection goal of over $1,000,000.00 a year
    • Reviewed county data for compliance with the Governor's directive regarding various public assistance departments
    • Reviewed existing program goals and made suggestions on areas of improvement
    • Project planning and implementation of strategic plans as a member of the Strategic Plan Committee, Data Analysis Review Committee and Policy Improvement Teams.

Office Manager

Tabor, Funeral Home
Brighton, CO
06.2006 - 01.2007
    • Supervision of 3 staff which included scheduling, counseling and discipline of staff and distribution of paychecks
    • Managed accounts payable and receivable
    • Arranged basic memorial and cremation services
    • Coordinated burial permits with the Colorado Vital Statistics
    • Drafted and published obituaries, remembrance videos, service flyers, memorial cards and candles
    • Guided families through funeral and memorial processes
    • Provided compassionate customer service to families in crisis.

Education

M.D. - Marriage and Family Therapy

Walden University
Minneapolis, MN

Bachelor of Science - Liberal Arts, Psychology

Regis University
Denver, CO
04.2013

Associate of Applied Science - Paralegal Studies, Business Management

Aurora Community College
12.1996

Skills

  • Project Management & Implementation
  • Robust written and oral communications
  • Ability to convey procedures and policy to diverse audiences
  • Strong government and human service knowledge
  • Strong analytical skills
  • Management, supervision and team leadership
  • Exceptional customer service abilities
  • Training and Development
  • Program Monitoring
  • Business Analysis
  • Government Rules and Regulations
  • Strategic Vision

Timeline

Training Department Manager & Materials Developer

Systems and Methods, Inc
08.2016 - Current

Intergovernmental Business Process Owner/Business Analyst

Florida Department of Revenue
09.2015 - 08.2016

Revenue Specialist II

Florida Department Of Revenue
07.2015 - 09.2015

Interstate Program Specialist/GP III

Colorado Department of Human Services
05.2014 - 06.2015

Program Evaluation Specialist/GP III

Colorado Department of Human Services
03.2013 - 04.2014

Interstate Program Specialist, GP II

Colorado Department Of Human Services
03.2011 - 03.2013

Child Support Specialist

Denver County Department of Human Services
01.2007 - 02.2011

Office Manager

Tabor, Funeral Home
06.2006 - 01.2007

M.D. - Marriage and Family Therapy

Walden University

Bachelor of Science - Liberal Arts, Psychology

Regis University

Associate of Applied Science - Paralegal Studies, Business Management

Aurora Community College

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