Gale Johnston
La Habra,CA
Summary
Knowledgeable Business Analyst with solid background in analyzing business processes and implementing effective solutions. Specialized in identifying areas for improvement and delivering actionable insights that align with organizational goals. Demonstrated expertise in data analysis and stakeholder collaboration.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Business Analyst
American First Credit Union
03.2022 - 04.2025
- Participated in project discovery sessions and obtained business and functional requirements from the business SMEs and other stakeholders.
- Ensured that functional design, testing, and training conformed to the business requirements.
- Improved business processes by analyzing current practices and recommending optimization strategies.
- Collaborated closely with stakeholders to identify opportunities for process improvements and drove continuous innovation in the organization.
- Drove operational efficiency by automating routine tasks, freeing up staff to focus on more complex issues.
- Ensured that functional design, testing, and training conformed to the business requirements.
- Identified plans and resources required to meet project goals and objectives.
- Fostered a culture of innovation and creativity within the project team, leading to improved problem-solving capabilities and enhanced outcomes.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
Contact Center Manager
American First Credit Union
04.2013 - 03.2022
- Managed a team of 9 associates, providing regular coaching and guidance, conducting monthly meetings, and preparing annual performance evaluations.
- Reduced call wait times by optimizing workforce scheduling and utilizing real-time data insights.
- Optimized call routing strategies to decrease call abandonment rates and improve overall member experience.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic members to assist Contact Center associates and maintain excellent member service.
- Collaborated with other departments for seamless coordination of shared objectives and priorities within the organization.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw associate performance to foster accurate prioritization and achievement of sales and productivity goals.
- Participated in all projects that relate to frontline associates and effect members.
Member Service Supervisor
American First Credit Union
03.2008 - 04.2013
- Supervised a team of 10 associates, providing regular coaching and guidance, conducting monthly meetings, and preparing annual performance evaluations.
- Conducted investigation into member account discrepancies and identified appropriate corrective measures.
- Responsible for ensuring member payments, deposits and other transactions are processed accurately.
- Collaborated with cross-functional teams to drive continuous improvement initiatives and achieve desired results.
- Streamlined processes for increased efficiency and improved overall team productivity.
Skills
- Problem Solver
- Communication Skills
- Team Player
- Conflict Resolution
- Critical Thinker
- Time Management
Certification
CCBA-Certification of Capability in Business Analyst
ECBA-Entry Certified Business Analyst
Timeline
Business Analyst
American First Credit Union
03.2022 - 04.2025
Contact Center Manager
American First Credit Union
04.2013 - 03.2022
Member Service Supervisor
American First Credit Union
03.2008 - 04.2013
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