Summary
Overview
Work History
Education
Skills
Certification
Professional Development
Timeline
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Felicia Hunter

Summary

  • Dynamic Business Integration Analyst with a proven track record at American Fidelity, excelling in problem-solving and project management.
  • Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Analyst, Business Integration II

American Fidelity
08.2021 - Current
  • Ensured customer satisfaction by verifying that products met specifications and functioned as intended before release.
  • Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
  • Reported progress, test metrics and results to project stakeholders.
  • Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
  • Collaborated with development teams to identify, track, and resolve software defects in a timely manner.
  • Reduced defect rates through meticulous attention to detail during code reviews, working closely with developers to address any identified issues quickly.
  • Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
  • Improved product reliability by executing rigorous test plans and ensuring software met established requirements.
  • Optimized user experience by conducting usability tests and providing actionable feedback to development team.
  • Collaborated closely with development teams to clarify requirements, resulting in more efficient bug resolution process.
  • Improved product reliability with rigorous regression testing, ensuring software performance consistency across updates.
  • Identified and documented discrepancies between expected and actual outcomes, contributing to overall software quality improvement.
  • Enhanced software quality by meticulously executing detailed test plans and identifying critical bugs before product releases.
  • Developed and maintained comprehensive documentation, including test cases, results, and improvement recommendations, for stakeholder review.
  • Played key role in successful launch of multiple high-stakes projects by prioritizing critical test areas and resource allocation.
  • Recommended changes and corrections to developers for optimal software performance and usability.
  • Monitored resolution of bugs, tested fixes, and helped developers tackle ongoing problems by providing QA perspective.
  • Operated under Agile and Scrum frameworks to complete releases and well-organized sprints.
  • Advised developers on problems with databases, performance and other issues.
  • Provided technical guidance and support to other team members as needed, fostering an environment conducive to growth and learning opportunities.
  • Championed quality-first mindset among team members, leading by example through meticulous attention to detail in all work tasks.
  • Participated in agile sprint planning sessions, providing valuable input from a QA perspective during backlog grooming discussions.
  • Led cross-functional team collaborations to accomplish project goals within deadlines.
  • Managed team meetings and discussed project's goals and objectives.
  • Collaborated with team members to develop, identify and accomplish assigned goals and objectives.
  • Conducted thorough post-project evaluations to identify areas for future improvement in both processes and performance metrics.
  • Partnered with project team members to identify and quickly address problems.

Analyst, Business Integration I

American Fidelity
09.2017 - 08.2021
  • Ensured customer satisfaction by verifying that products met specifications and functioned as intended before release.
  • Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
  • Collaborated with development teams to identify, track, and resolve software defects in a timely manner.
  • Reduced defect rates through meticulous attention to detail during code reviews, working closely with developers to address any identified issues quickly.
  • Collaborated closely with development teams to clarify requirements, resulting in more efficient bug resolution process.
  • Identified and documented discrepancies between expected and actual outcomes, contributing to overall software quality improvement.
  • Developed and maintained comprehensive documentation, including test cases, results, and improvement recommendations, for stakeholder review.
  • Monitored resolution of bugs, tested fixes, and helped developers tackle ongoing problems by providing QA perspective.

Customer Advocate Associate

American Fidelity
03.2016 - 09.2017
  • Provided accurate and appropriate responses to customer inquiries in a professional, knowledgeable, and positive manner.
  • Demonstrated mastery of customer service call script by continuously exceeding department call flow goal.
  • Exhibited good judgement, while under pressure, to consistently meet stated department goals and consistently provide excellent customer service.
  • Train and assist colleagues to improve customer interactions
  • Independently handle escalated customer calls and follow up when necessary to ensure customer satisfaction and build customer loyalty
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
  • Contributed to a positive work environment by actively participating in trainings and supporting colleagues when needed.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Office Services Associate II

Devon Energy
03.2014 - 02.2016
  • Operated front-line customer service help desk of a Fortune 100 company through multiple communication channels (walk up, email, phone calls, chat, and ticketing system) ensuring customer satisfaction.
  • Handled confidential documents with discretion, ensuring the security of sensitive information within the organization.
  • Ran monthly production reports and tracked department metrics. Served as department
  • Liaison to corporate communication department while overseeing maintenance and updates to department's SharePoint and intranet sites.
  • Organized Employee Shred Day two years consecutively, resulting in 4,000 pounds of recycled paper

Regional Operations Specialist III

Cox Communications
07.2009 - 04.2014
  • Collaborated with cross-functional teams to ensure seamless integration of various project components.
  • Ensured timely delivery of critical deliverables by closely monitoring progress against milestones and adjusting plans as necessary.
  • Optimized resource utilization by accurately forecasting project needs and allocating resources accordingly throughout the project lifecycle.
  • Partnered with project team members to identify and quickly address problems.
  • Implemented best practices in documentation management systems that improved efficiency, accessibility, and security of project-related information.
  • Established strong relationships with clients, leading to repeat business and positive referrals for the company.
  • Mentored junior team members, fostering professional growth and increasing overall team efficiency.
  • Facilitated clear communication between internal departments, ensuring all parties remained aligned on goals throughout the duration of each project.
  • Ensured compliance with industry standards and regulations, maintaining project integrity and client trust.
  • Balanced multiple projects simultaneously, maintaining focus on priorities and deadlines.
  • Oversaw development and execution of project timelines, significantly reducing delays.
  • Leveraged project management software to enhance team communication and document sharing.
  • Tracked project and team member performance closely to quickly intervene in mistakes or delays.
  • Maintained open communication by presenting regular updates on project status to customers.

Education

Bachelor of Science - Business Administration

University of Phoenix

Skills

  • Problem-solving
  • Team supervision
  • Work Planning and Prioritization
  • Complex Problem-solving
  • Work planning
  • Documentation and reporting
  • Leading team meetings
  • Relationship building
  • Coaching and mentoring
  • Attention to detail
  • Overseeing daily activities
  • Analytical thinking
  • Verbal and written communication
  • Project management
  • Multitasking
  • Organizational skills
  • Self motivation
  • Time management abilities
  • Problem-solving aptitude
  • Team collaboration
  • Decision-making
  • Effective communication
  • Project planning
  • Active listening

Certification

Project Management Professional, License #1720264

Issue Date: June 1, 2014, Expiration: Date May 31, 2017

Professional Development

  • eIncl(us)ion, Diversity Leadership
  • The Oz Principle
  • Bridges Program-Leadership Development Program
  • Preparing for Change
  • Influencing for Results
  • Change Messaging and Dealing with Resistance to Change
  • Courageous Conversations

Timeline

Analyst, Business Integration II

American Fidelity
08.2021 - Current

Analyst, Business Integration I

American Fidelity
09.2017 - 08.2021

Customer Advocate Associate

American Fidelity
03.2016 - 09.2017

Office Services Associate II

Devon Energy
03.2014 - 02.2016

Regional Operations Specialist III

Cox Communications
07.2009 - 04.2014

Bachelor of Science - Business Administration

University of Phoenix

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Felicia Hunter