Gabrielle Mortensen
Tucson,AZ
Summary
BUSINESS ANALYST | OPERATIONS & PRODUCT ENABLEMENT
Business-focused analyst with deep domain expertise in financial operations, risk assessment, regulatory compliance, and cross-functional delivery. Proven ability to translate complex business needs into clear, actionable requirements that drive system improvements, reporting accuracy, and operational efficiency. Known for independent ownership, rapid learning, and exceeding expectations in evolving environments.
Overview
10
10
years of professional experience
Work History
Resolution Services, Lead Associate
Ascensus
Tucson, AZ
02.2025 - Current
- Serve as functional lead and subject matter expert across Resolution Services, Agility, and Legal Review teams, supporting complex operational and system-driven initiatives.
- Partner with BI and operational teams to define desired system outcomes, data structures, and reporting logic, ensuring outputs meet business and compliance requirements.
- Translate ambiguous or high-risk scenarios into clear requirements, decision frameworks, and corrective actions consumable by downstream teams.
- Lead gain/loss financial reviews, identifying root causes, assigning accountability, and determining accurate billing impact — functioning as a business risk and controls reviewer.
- Participate in agile-style planning, prioritization, and retrospectives to improve delivery quality, cycle time, and accuracy.
- Review and assess legal documentation (e.g., trusts, probate, subpoenas, POAs) in collaboration with Legal to identify risk, mitigate exposure, and guide appropriate system actions.
- Produce executive-level summaries and data-backed narratives to support leadership decision-making.
- Actively contribute to internal AI and automation initiatives, including reporting modernization using Power Query, Copilot, and Python-assisted workflows.
- Coordinated project timelines and deliverables to enhance operational efficiency.
- Developed training materials for new associates, improving onboarding experience.
- Recognized with the 2026 Cornerstone Award for outstanding contribution and impact
Resolution/Client Services Representative
Ascensus
Tucson, AZ
10.2020 - 02.2025
- Independently managed complex transaction queues while maintaining strict SLA, regulatory, and data privacy requirements.
- Led cross-functional problem solving with Call Center, Processing, Dealer Services, Reconciliation, and Finance teams.
- Supported backlog-style work prioritization by managing daily max contribution reports, plan conversions, payroll-related corrections, and exception handling.
- Trained and mentored new associates; collaborated with Learning & Development on training effectiveness and consistency.
- Identified process gaps and improvement opportunities, contributing to SOP updates and operational refinement.
Recovery Technician
La Frontera
Tucson, AZ
06.2020 - 10.2020
- Delivered client-centered services in a regulated healthcare environment requiring documentation accuracy, risk assessment, and cross-team coordination.
- Conducted thorough assessments of client recovery needs to develop tailored intervention plans.
- Strengthened analytical judgment, communication, and crisis response skills — foundational to stakeholder-facing analysis roles.
- Collaborated with multidisciplinary teams to coordinate care and ensure continuity of services.
General Manager
Marco's Pizza
Tucson, AZ
07.2016 - 06.2020
- Managed full operational, financial, and staffing responsibility for high‑volume location.
- Analyzed financial performance and implemented changes that increased average daily sales from ~$1,200 to ~$2,500 within six months.
- Built and led high-performing teams, reduced turnover, and executed system transitions successfully.
Education
Administration of Justice
Pima Community College
Tucson, AZHigh School Diploma -
University High School
Tucson, AZ05-2015
Skills
Business Analysis & Requirements Gathering
Risk Identification & Mitigation
Stakeholder & Client Collaboration
Data Analysis & Process Improvement
User Story & Acceptance Criteria Development (Jira-ready)
Agile/Scrum Practices (Backlog Refinement, Sprint Planning, Retrospectives)
Cross-Functional Communication (Legal, Ops, BI, Product, Call Center)
Excel (Power Query, Advanced Formulas), Microsoft Proficient, Copilot, Power Automate (working knowledge), SQL (query-level knowledge), Python (workflow exposure), Jira, Reporting & BI collaboration
Timeline
Resolution Services, Lead Associate
Ascensus
02.2025 - Current
Resolution/Client Services Representative
Ascensus
10.2020 - 02.2025
Recovery Technician
La Frontera
06.2020 - 10.2020
General Manager
Marco's Pizza
07.2016 - 06.2020
Administration of Justice
Pima Community College
High School Diploma -
University High School