Erica Comber
West Deptford
Summary
Professional with significant experience in business analysis, skilled in data-driven decision-making, and process optimization. Strong focus on team collaboration and delivering impactful results. Reliable in adapting to changing needs while leveraging skills in stakeholder management, requirements gathering, and strategic planning. Recognized for analytical thinking, problem-solving abilities, and effective communication.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Business Analyst
Bridgeway Benefit Technologies
01.2024 - 10.2025
- Business analyst and project manager working on software enhancements for Pension and related modules in the Taft-Hartley industry.
- Subject-matter expert in defined benefits (Pension) and defined contributions (Vacation, Annuity, 401K, RMSP) modules.
- Led cross-functional teams to analyze and enhance business processes, improving operational efficiency. Facilitated stakeholder meetings to gather feedback and validate solutions, fostering collaboration across departments.
- Mentored junior analysts on Pension team in best practices for data analysis, reporting techniques, and stakeholder engagement strategies.
- Facilitated the implementation, configuration, testing, and training of ISSI platform software updates for Pension and related modules.
- Prioritized the execution of 15-20 development projects and enhancements simultaneously, such as new bank files, pension amendments, and new module installations. Completed an average of 5 projects per month.
- Leveraged Adaptive Works Planview to ensure projects were delivered on time and within budget. Utilized Bridgeway’s change management process for out-of-scope changes and projects at risk of going over budget. Proactively engaged internal and external stakeholders for at-risk delivery dates.
- Developed detailed business requirements and specifications for system enhancements, ensuring alignment with strategic goals.
- Utilized Microsoft Azure Dev Ops to translate client business needs into well-defined and detailed requirements, user stories, and user-focused solutions and design documents. Typically managed up to 10 requests simultaneously, completing an average of 4 requests per week.
- Harnessed outstanding communication skills to maintain multiple client and vendor relationships.
Customer Success Manager
Bridgeway Benefit Technologies
07.2023 - 12.2023
- Utilized extensive client and internal relationship management skills to act as the primary liaison between existing commercial fund offices in the Taft-Hartley industry on the ISSI platform and multiple internal departments: Software Development, Professional Services, Customer Support, and IT.
- Worked closely with software developers and clients of various backgrounds, leveraging the many relationships cultivated in previous roles at Bridgewater to assist current client portfolio.
- Facilitated on-site visits, plan and led Monthly and Quarterly Business Reviews, and maintained continued communication via email and calls with up to 40 clients.
Account Manager
Bridgeway Benefit Technologies
01.2020 - 06.2023
- Gained increasing responsibility at expedited pace in the Client Services department. Role quickly evolved from assisting senior representatives on client teams, to managing individual clients and teams of clients, to ultimately supervising a team of account representatives in under 3 years.
- Individually managed between 10-15 client accounts and support teams for client accounts. Supervised team of account representatives managing approximately 30 clients.
- Specialized in working with high-touch clients: large fund offices identified as having a high activity level and significantly customized software systems.
- Used combination of critical thinking, problem-solving, and research skills to test and identify system issues across all modules on ISSI systems.
- Effectively communicated system issues to software development teams via support tickets using the proper technical verbiage.
- Worked with Taft-Hartley clients to design and implement custom software enhancements across numerous modules, such as Remittance, Eligibility, Pension, and COBRA processing.
- Ensured high quality software and hardware updates were provided to clients by personally conducting thorough QA testing of all deliverables or reviewing account representatives' testing of software and hardware updates.
- Worked with all internal departments to ensure the completion of multiple support tickets and enhancements within a timely manner, averaging 15-20 items completed per week.
- Developed and led on-site and remote client trainings.
- Led internal trainings for new hires and developing account representatives in Census, Remittance Processing, Collections, and Eligibility Processing modules to support in their development.
- Oversaw or managed multiple senior-level projects with team members, typically 5-8 projects at any given time.
Shift Supervisor
Starbucks Corporation
09.2015 - 12.2019
- Provided customers with high quality service, beverages, and products.
- Worked with a team to maintain a clean and welcoming store environment, and to increase food and coffee sales.
- As a Barista Trainer, helped train new hires and coached other team members.
- Assisted store manager in executing store operations during shifts as a supervisor.
- Deployed partners and delegated tasks so that the team could create and maintain the best possible experience for customers.
- Major job functions as a supervisor included cash management, store maintenance, and inventory management.
- Participated in Store Manager (SM) development plan after successfully completing a long-term initiative to boost packaged-food sales in home store.
- Served as acting manager for home store on several occasions when manager was away.
Education
Bachelor of Science - Elementary Education and Psychology
The College of New Jersey (TCNJ)
Ewing, NJ05.2015
Skills
- Business analysis
- Functional and integration testing
- User acceptance testing
- Quality assurance testing
- Technical documentation
- Requirements gathering
- Agile methodology
- Project management
- Change management
- Budget control
- Client relationship management
- Stakeholder management
- Software development lifecycle
- Data analysis expertise
- Interpersonal communication
- Written communication
- Microsoft Office Suite (Word, PowerPoint, Excel, Outlook, OneNote, Teams)
- SQL proficiency
- Freshdesk ticketing system
- Adaptive Works Planview
- Microsoft Azure DevOps (ADO)
- Track-It ticketing system
- HubSpot CRM
- Smartsheet expertise
- SecureCRT for Linux
Certification
Certified Tutor, Level 1, CRLA International Tutor Training Program
Timeline
Senior Business Analyst
Bridgeway Benefit Technologies
01.2024 - 10.2025
Customer Success Manager
Bridgeway Benefit Technologies
07.2023 - 12.2023
Account Manager
Bridgeway Benefit Technologies
01.2020 - 06.2023
Shift Supervisor
Starbucks Corporation
09.2015 - 12.2019
Bachelor of Science - Elementary Education and Psychology
The College of New Jersey (TCNJ)