Summary
Overview
Work History
Education
Skills
Timeline
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Jennifer Jauch

Lean Six Sigma Green Belt
Sahuarita,AZ

Summary

*Process Improvement Evangelist * Project Manager * Product Owner * Business Analyst * Agile Evangelist * Scrum Master * Skills Analytical * Logical Reasoning * Communication * Resource Allocation & Budgeting * Product Design & Implementation * Removing impediments from value streams * Collaboration * KPI Development * Business Process Design * Flexibility and Adaptability * Big-picture thinking, planning, and implementing


Affable Solutions Consultant with 11 years of experience helping companies connect customers with ideal solutions. Dedicated to taking ownership of full customer lifecycle, from pre-sale education to post-sale support. Consistently evangelizes for high-quality products and exceptional services. Keen to form strong, lasting business relationships between clients and providers.

Overview

7
7
years of professional experience
21
21
years of post-secondary education

Work History

Sr. Business Solutions Anaylst

Optum Serve
Remote, AZ
01.2022 - Current
  • Led daily team scrums to ensure Agile methods were utilized and understood
  • Fostered relationships and defined requirements with Provider Reimbursement team to increase productivity by decreasing manual process steps
  • Created and led a process improvement team to design and manage documentation to decrease waste
  • Partner with the Omni Channel team to design, test, and implement voice and chat components for the Genesys IVR system to streamline user experience Partnering with the Omni Channel team to develop software features will decrease unfavorable net prompter scores
  • Collaborate with Configuration Analysts, Business Representatives, and Developers to improve the customer experience for self-serve areas of IVR by gathering functional and non-functional
  • Manage requirements associated with company rebranding efforts with a focus on text messages and customer email communications
  • Perform user acceptance testing to ensure features are designed and implemented as expected
  • Utilize the LeSS life cycle to manage incremental feature release
  • Evangelized for updated Lean Six Sigma methods following introduction of new features or updated specifications.
  • Utilized data visualization techniques to present and explain complex data sets.
  • Collaborated with stakeholders to identify business needs and data sources

Process Improvement Analyst

Cigna Health Care
Remote, AZ
11.2021 - 01.2022
  • Cornerstone Medicare Project, Technical, and Analyst Teams
  • Capacity Utilization & Project Management Activities:
  • Designed Process Engineering Design Intake Process, ensuring Program ARTS consume optimizations utilizing SAFe Agile methodology
  • Ensure the Process Engineering Team works within SAFe Agile principles to maximize the value achieved in process mapping for future state optimizations
  • Lead weekly Scrum Standup Sessions with Process Engineering Team
  • Manage Process Engineering Jira Kanban Boards to ensure accurate record-keeping
  • Created Process Engineering Confluence Site allowing the team to provide updates and track engagement on project milestones
  • Designed project milestone reporting structure to ensure alignment with the Cornerstone program
  • Key achievements
  • Removing roadblocks encountered from process development to feature implementation by redesigning the communication and engagement workstreams
  • Identified problems and worked with senior management to develop effective solutions.
  • Recommended improvements for cross-functional projects and processes.
  • Developed process improvement initiatives and analyzed problems to create corrective action strategy.
  • Completed process mapping to provide foundation for evaluations.
  • Championed new Lean strategies, framework and project elements to drive multidisciplinary growth and process overhaul.
  • Teamed with disciplinary leaders on determining annual operational targets and outlining needed quality improvements.
  • Monitored implemented solutions, documented data and modeled trends.

Lean Six Sigma Greenbelt Business Solution Analyst

Town of Oro Valley
Oro Valley, AZ
07.2018 - 08.2021
  • Designed and led LEAN class for Town of Oro Valley employees
  • Facilitated Process Improvement activities and managed solutions for five high-visibility Town departments, including Police, Public Works, Finance, and Human Resources
  • Led Process Improvement sessions for Water Department Divisions, with a focus on collaboration and shared priorities
  • Lead Kaizen event with police and transportation departments resulting in a strategic plan for funding upgrades to police vehicles on an annual basis
  • Lead process improvement project to significantly reduce cost and waste associated with business license applications resulting in personnel and actual cost reduction of 45% annually
  • Facilitated continuous education courses for the Finance department, reducing wait, waste, and defects
  • Educated stakeholders on data protection tactics to reduce breaches.
  • Presented business leaders with ROI estimations to drive project planning.
  • Tracked feedback at all levels and researched resolutions for common concerns.
  • Enhanced and reconstructed computer systems to increase efficiency.
  • Collected, defined and analyzed business requirements.
  • Produced charts and diagrams to assist with problem analysis.
  • Helped deploy system enhancements to improve field operations.
  • Assessed business requirements to create focused solutions.
  • Software Project Manager for Parks and Recreation (CivicRec Software) implementation leading to a revenue increase of $120,000 over a single-year period (2018 - 2019)
  • Prior to releasing a request for proposal of new Parks and Recreation software lead requirements Kaizen sessions with 25 department members, led the small team and individual employee process walk
  • As the CivicRec Software Project Manager, documented, prepared, and partnered with Procurement on Requests for Proposals for new software systems based on Business Requirements
  • Completed all project documents (charter, risk assignment, schedule) in addition to developing a meeting cadence to ensure team members and stakeholders received pertinent information promptly for multiple projects
  • Managed staff training on new software while leading the transition of software for multiple implementations, sunsetting legacy systems
  • Capacity Utilization & Project Management Activities:
  • Identified needed business improvements and determined appropriate systems required to implement solutions.
  • Organized system operating procedures to strengthen controls.


Scrum Master

AAA - NCNU
Remote, AZ
01.2021 - 01.2021
  • Led daily Scrum Standup Sessions with Telephony Team
  • Led Sprint Retrospectives and Sprint Planning Sessions
  • Led sprint reviews and planning meetings to promote full team engagement.
  • Created and maintained Mitel IVR Call Flow, California auto-repair centers
  • Created AAA Auto Club Branch Call Flows to ensure an understanding of call routing within the IVR system
  • Redesigned document storage structure by gathering requirements for future use and growth of the Telephony Team's Knowledge Base
  • Created Help Desk Job Aides and trained leadership on documentation maintenance requirements for continued value
  • Participated in user acceptance testing for AAA mobile application feature enhancements
  • Developed test cases to be utilized in call flow testing scenarios
  • Redesigned Confluence document management site, increasing usage by 25%
  • Resolving roadblocks related to a third-party vendor relation that was decreasing scrum teams’ capacity
  • Evangelized Agile as strategic asset of culture and business value.
  • Researched current trends to stay knowledgeable in Scrum methods.
  • Implemented best practices to drive quality IT project delivery.
  • Coached teams in Agile practices and provided necessary training to create positive mindset to Agile methodologies.

Systems Analyst

Pima County
Tucson, AZ
03.2018 - 08.2018
  • Developed enhancements to proprietary (in-house developed) Property Tax Software
  • Managed Scrum Backlog for the Property Tax Scrum team
  • Scheduled and maintained agile event cadence schedule
  • Maintained and updated county property tax relational database
  • Prioritized work scope for dedicated Application Developers based on client's business requirements utilizing Agile Methodology
  • Created and utilized test cases for use by the business unit
  • Achieved a Scrum Master certification while being a team member on a high-capacity team, Proprietary (in-house developed) Property Tax Software

Sr. Business System Analyst Manager

Aetna Health Care
Tucson, AZ
02.2016 - 03.2018
  • Coventry Connect Administration and Adjuster Portal, Workers Compensation Department
  • Capacity Utilization & Project Management Activities:
  • Designed Analyst Teams Knowledgebase was designated Contact Manager for Analyst and Operations Job Aids
  • Analyzed system trends to develop application improvements
  • Achieved 750 hours of soft savings on an application upgrade project
  • Designed and implemented a customer service dashboard to measure operation productivity and client satisfaction based on chat, phone, and email contacts
  • Provided and supported implementation of business solutions by identifying business needs and carrying out necessary practices and processes.
  • Identified areas of possible system improvement to enhance overall business performance, accounting for budgetary concerns and business goals.
  • Monitored project progress by tracking activities and publishing progress reports.
  • Pinpointed cost-effective improvements to system Coventry Connect Adjuster Portal components for designated upgrades cycles.
  • Trained junior personnel in Business Operations Analysis's during onboarding and through remedial education.
  • Elicited and clearly documented business and system requirements.
  • Documented ongoing system performance, verifying performance and satisfaction metrics.
  • Improved systems by studying current practices and designing modifications.
  • Utilized change management techniques to provide smooth transitions during new hardware and software introductions.
  • Analyzed existing systems and databases and recommended enhancements to solve business needs
  • Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
  • Collaborated with upper management to drive strategy and implement new processes.
  • Communicated and explained business requirements to team members to understand and implement functional demands.
  • Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.

Education

Greenbelt Certification -

Lean Six Sigma Greenbelt
GoLeanSixSigma.com/verify Greenbelt Certification
06.2020 - 06.2020

Product Owner Accredited Certification -

Certified Scrum Product Owner
Scruminstitute.org
05.2001 - 05.2022

Agile Scrum Master Accredited Certification -

Certified Scrum Master
Scruminstitute.org
05.2018 - 05.2018

Agile Professional Scrum Master Certification -

Professional Scrum Master
Scrum.org
05.2023 - 05.2023

Skills

Customer Relationship Management (CRM)

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Timeline

Agile Professional Scrum Master Certification -

Professional Scrum Master
05.2023 - 05.2023

Sr. Business Solutions Anaylst

Optum Serve
01.2022 - Current

Process Improvement Analyst

Cigna Health Care
11.2021 - 01.2022

Scrum Master

AAA - NCNU
01.2021 - 01.2021

Greenbelt Certification -

Lean Six Sigma Greenbelt
06.2020 - 06.2020

Lean Six Sigma Greenbelt Business Solution Analyst

Town of Oro Valley
07.2018 - 08.2021

Agile Scrum Master Accredited Certification -

Certified Scrum Master
05.2018 - 05.2018

Systems Analyst

Pima County
03.2018 - 08.2018

Sr. Business System Analyst Manager

Aetna Health Care
02.2016 - 03.2018

Product Owner Accredited Certification -

Certified Scrum Product Owner
05.2001 - 05.2022

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Jennifer JauchLean Six Sigma Green Belt