Eunice Owusu-Appiah
New Albany,OH
Summary
Perceptive Senior Business Analyst with 15 years combined project management, fraud investigation and customer service experience driving successful business processes for employers. Dedicated to maximizing impact of key performance metrics to enhance and expand business operations. Known for leveraging both macro and micro-scale analyses to generate holistic images of ongoing business operations for immediate actionability. Sr Business Analyst/Lead accomplished in developing process intelligence to improve business procedures and streamline implementation. Vast knowledge of business best practices, regulatory standards and optimal control systems. History supporting growth and driving success.
Overview
16
16
years of professional experience
Work History
Sr Business Analyst (Robotic Process Automation)
Bread Financial (Formerly Alliance Data)
02.2022 - Current
- Meeting with business leaders to shadow process requests and determine ROI
- Gathering scope requirements & creating Process Definition Documents (PDD) for developers
- Creating monthly bot hours and transaction volume analysis
- Leading RPA Survey which seeks feedback from business and stakeholders
- Updating AI/ML tracker with newly deployed processes as well as decommissioned/retired processes
- Creating User Guide documentation & mentoring new hires
- Monitoring of Orchestrator logs to ensure metrics are within daily log thresholds.
- Overseeing the generation of weekly Performance report by service provider
- Leading effort to evaluate & document IPA program cost & benefit Analysis (RPA Value Report)
- Organizing Lunch& Learn webinars to educate associates indifferent departments on the RPA program & its Benefits
- Assigning & reviewing assignments for other Business Analysts and giving feedback
- Other duties as assigned to support RPA program objectives and career development
- Work with business partner to identify automation opportunities and capabilities
- Approving vendor/service provider contract Submissions via GovernX
- Communicating / collaborating with stakeholder on process / project status, solicit feedback, give update, get approvals / sign off etc
- Participate in daily stand-up meeting to give & get Updates on process/project statuses.
- Conducted interviews with key business users to collect information on business processes and user requirements.
- Developed diverse reporting packages to meet business needs and senior leadership.
- Created detailed user stories for system enhancements, leading to improved functionality and user satisfaction.
- Performed risk assessments on potential projects to determine feasibility and viability before moving forward with implementation plans.
- Supported leadership team with reporting, analysis, and business presentations to inform divisional strategies.
- Managed team performance by implementing measurable metrics to track delivery of supporting requirement artifacts.
- Improved project efficiency by analyzing business processes and identifying areas for improvement.
Sr Accounts Specialist
Bread Financial (Formerly Alliance Data Systems)
11.2018 - 02.2022
- De-escalated highly escalated customers and ensuring a great overall customer experience
- Made profitable independent financial decisions for the business and customers
- Looked for trends and patterns and being proactive to ensure timely resolutions
- Thoroughly identified/ investigated customers complaints and fraud claim to identify the root cause and find suitable resolution
- Communicated with other departments to find resolution to escalated situations as needed
- Consulted with Brand Partners/Clients for verification in order to resolve customers complaints/disputes
- Performed other duties/projects as assigned by direct manager
- Tracking and monitoring project progress against project timelines and important milestones.
Customer Care Lead
Bread Financial (Formerly Alliance Data Systems)
11.2017 - 11.2018
- Coached 15 new Associates
- Collaborated with management with the development of work reviews for Associates
- Associate Report Cards/performance reviews
- Helped on-site Supervisors maintain and run the associate floor
- Updated the Attendance Tracker and E-time systems
- Assisted Supervisors with new hire interviews
- Organized various monthly contests used to motivate the associates and increase performance
- Planned and implement monthly department wide meetings and updates
- Assisted Supervisors with Power Hours/motivational activities
- Completed monthly motivational projects on performance metrics/standards
- Worked on assignments as needed including, assisting new hires with their Call Quality standards, Adherence, Availability as well as Average handling time.
HR Admins4U Coordinator
Bread Financial (Formerly Alliance Data Systems)
10.2015 - 11.2017
- Created, edited, and maintained departmental documents and reports
- Coordinated the distribution of departmental communications and assisted in the creation and editing of those communications
- Provided support for reward and recognition initiatives like birthdays, awards and anniversaries
- Responsible for coordinating meetings, room reservations, setup, and catering, make travel arrangements such as flight bookings and hotel/car reservations for employees
- Helped answer employees Benefit needs, such health, 401K, Stock purchase plans, FMLA applications, etc
- Assisted with tracking and reconciling P-Card purchases, T&E reports, and Department expenses for employees.
Customer Care Representative, Advocate, Specialist
Bread Financial (Formerly Alliance Data Systems)
11.2007 - 09.2015
- Assisted customers with billing issues and helped with online accounts inquiries
- Provided excellent customer service to both external and internal customers
- Worked on assignments as needed including, assisting new hires with their Call Quality standards, Adherence, Availability as well as Average handling time
- Looked for trends and patterns and being proactive to ensure timely resolutions
- Complaints and investigate the root cause to find suitable resolution.
Education
Master of Science - Project Management
Strayer University
Washington, DC06.2019
Skills
- Team Player
- Effective Written & Verbal Communication
- Project Management
- Project Scope Gathering
- Project Documentation
- Attention to Details
- Strong work ethics
- Business Process Management
- Data Analysis
- Continuous Improvement mindset
- Highly organized with ability to handle multiple projects simultaneously
- Trend Data Analysis
- Cost-benefit analysis
- Business Process Mapping
- Executive-Level Presentations
- KPI Tracking
Software Systems
- Jira
- Confluence
- ServiceNow
- VCARS
- UiPath Orchestrator
- WebCollections
- Visio
- First Dispute
- SNAP
- Lexis Nexis/Accurint
- Concur
- Workday
- GovernX
- Microsoft Office such as Word, PowerPoint, WinSQL/, One Note, SharePoint, Outlook, Teams
Awards Recognitions
- Extra Mile Award - 2023
- Star Award - 2018
- MVP Award - 2014
Education Certifications
- Strayer University, MSc Project Management, 2017, 2019
- Strayer University, Master's in Business Administration, 2012, 2014
- University of Cape Coast, B. Arts English & Communication, 1999, 2002
- Robotic Process Automation Professional, 2022
- Project Management Professional (PMP), 2015
Profile Background
Over 15 years of combined wealth of experience in project management, customer service and fraud investigation. Skillful in creating technical requirement documentation for process/project development. Experience in customer satisfaction. Subject-Matter Expert in process/project value estimation with high emphasis on cost & benefit analysis. Extensive knowledge on robotic process automation (RPA) and effectively communicating process/project benefits to stakeholders.
Timeline
Sr Business Analyst (Robotic Process Automation)
Bread Financial (Formerly Alliance Data)
02.2022 - Current
Sr Accounts Specialist
Bread Financial (Formerly Alliance Data Systems)
11.2018 - 02.2022
Customer Care Lead
Bread Financial (Formerly Alliance Data Systems)
11.2017 - 11.2018
HR Admins4U Coordinator
Bread Financial (Formerly Alliance Data Systems)
10.2015 - 11.2017
Customer Care Representative, Advocate, Specialist
Bread Financial (Formerly Alliance Data Systems)
11.2007 - 09.2015
Master of Science - Project Management
Strayer University
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