Darla Lonergan
Largo,USA
Summary
Dynamic Senior Business Analyst with proven expertise in Genesys platform administration and business continuity planning at Franklin Templeton. Adept at cross-functional collaboration and stakeholder management, I excel in translating complex requirements into actionable solutions, ensuring operational efficiency and uninterrupted customer support during critical events.
Overview
43
43
years of professional experience
1
1
Certification
Work History
Senior Business Analyst
Franklin Templeton
St. Petersburg, FL
02.1998 - Current
- Translated business requirements into technical specifications and participated in software testing and softphone platform implementations to ensure alignment with user needs.
- Partnered with cross-functional IT teams to design and deliver technical solutions that meet customer needs while adhering to enterprise standards.
- Communicated with customers throughout the project lifecycle, providing timely status updates and managing expectations.
- Administered Genesys platform operations, focusing on call-routing configurations and IVR maintenance to enhance customer experience.
- Developed and maintained workforce management support, optimizing resource allocation to meet project demands.
- Headed Business Continuity U.S. Distribution, enabling rapid transitions to unaffected sites to maintain customer support during site closures; executed plans during multiple hurricanes.
- Implemented continuity plans to ensure customer support remained operational during hurricane events.
- Collaborated with stakeholders to align technical solutions with enterprise standards.
Assistant - Disabled Students' Program & Services
Yuba College
Marysville, FL
01.1987 - 12.1998
- Ensured ADA compliance for accommodations, enhancing access for qualified learning and physically challenged students.
- Administered and scored assessments for learning disability evaluations to support tailored educational plans.
- Provided administrative and academic support to associate dean to enhance operational efficiency.
- Organized electronic and manual filing systems to streamline access and improve information retrieval.
Korean Cryptologic Linguist Specialist
United States Air Force
, USA
07.1983 - 11.1986
- Completed intensive training at Defense Language Institute, mastering Korean language skills.
- Received Top Secret clearance and SCI handling designation.
- Analyzed foreign language audio to identify key phrases, enhancing intelligence reporting accuracy.
- Adapted to high-pressure environments, maintaining accuracy in critical language analysis.
Education
Associate in Science (A.S.) - Business
Yuba College
Marysville, CA12-1988
Clinical Psychology
University of California
SacramentoSkills
- Requirements analysis
- KPI tracking
- Operational reporting
- Process improvement
- Agile methodology
- Genesys administration
- Workforce management
- Call routing
- Continuity planning
- Stakeholder engagement
- Acceptance testing
- Problem solving
- Multitasking ability
- Cross-functional teamwork
Certification
Certified Associate in Project Management (CAPM)
Volunteer Experience
- Member, Diva Angels Motorcycle Group, 2011 to Present, Local SOA and National Treasurer
- Volunteer, The Kind Mouse, 2014 to Present
- Liaison, St Vincent de Paul CARES center, 2023 - 2025, with Franklin Templeton
Timeline
Senior Business Analyst
Franklin Templeton
02.1998 - Current
Assistant - Disabled Students' Program & Services
Yuba College
01.1987 - 12.1998
Korean Cryptologic Linguist Specialist
United States Air Force
07.1983 - 11.1986
Associate in Science (A.S.) - Business
Yuba College
Clinical Psychology
University of California