Jessi Utecht
Marathon,WI
Summary
Accomplished Senior Solutions Analyst with a proven track record at Marshfield Clinic Health System, enhancing customer satisfaction through efficient problem resolution and operational improvements. Expert in Software Implementation and Customer Relationship Management, demonstrated by streamlining processes and mentoring teams for optimal productivity. Achieved significant project time reductions by leveraging expertise in Cerner and Microsoft products.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Solutions Analyst, Senior
Marshfield Clinic Health System
2014.09 - Current
- Resolved customer issues quickly and efficiently to enhance overall customer satisfaction ratings.
- Implemented corrective actions to fix root causes of various issues.
- Conducted troubleshooting and diagnostic procedures on customer devices.
- Built strong relationships with customers through positive attitude and attentive response.
- Improved operational processes by hiring and training personnel to drive ideal productivity.
- Worked closely with senior leadership to complete projects and solve complex issues on strict schedules and budgets.
- Streamlined operational efficiencies, executing structural steel painting processes.
- Improved project completion time, utilizing multiple painting materials and processes.
- Implemented DAX Co Pilot for providers to increase operational efficiency, faster documentation time, and reduced burden for providers.
- Answered customer questions about workflows, optimization opportunities, and process improvement initiatives with their Cerner application.
Senior Business Process Analyst
United Health Group, UHG-IT
2011.05 - 2014.09
- Produced documentation outlining process improvement solutions.
- Developed change management protocols to streamline required business process alterations through preemptive training and guidance.
- Liaised with staff managers to collaboratively design process change implementation plans.
- Mentored and guided employees to foster proper completion of assigned duties and newly defined processes
- Lead discussion to determine requirements for newly developed software and projects.
- Initiated timely response to emails, voicemails, and written correspondence.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Assisted with new hire processing and existing training programs.
- Built strong relationships with customers through positive attitude and attentive response.
Project Coordinator/Senior Business Analyst
Apogee Enterprises Inc
2007.07 - 2011.05
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Tracked hours and expenses to keep project on task and within budgetary parameters.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Developed current process flows to enure future processes and software needs would be met.
Education
MBA - Organizational Development
Upper Iowa University
Fayette, IA12.2007
Bachelor of Science - Business Administration
University of Wisconsin-Stevens Point
Stevens Point12.2004
Bachelor of Science - Psychology
University of Wisconsin-Stevens Point
Stevens Point, WI12.2004
High School Diploma -
Athens High School
Athens, WI05.2000
Skills
- Requirements Gathering
- User Acceptance Testing
- Software Development
- Software Implementation
- Customer Relationship Management
- Troubleshooting product problems
- Updating software
- Quality Assurance
- Product Knowledge- Cerner, Microsoft, Service Now, Nuance Products
- Project Management
- Product Demonstration
Certification
- Cerner Training and Certification
- Six Sigma Green Belt Certification
Timeline
Solutions Analyst, Senior
Marshfield Clinic Health System
2014.09 - Current
Senior Business Process Analyst
United Health Group, UHG-IT
2011.05 - 2014.09
Project Coordinator/Senior Business Analyst
Apogee Enterprises Inc
2007.07 - 2011.05
MBA - Organizational Development
Upper Iowa University
Bachelor of Science - Business Administration
University of Wisconsin-Stevens Point
Bachelor of Science - Psychology
University of Wisconsin-Stevens Point
High School Diploma -
Athens High School
- Cerner Training and Certification
- Six Sigma Green Belt Certification
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