John Adams
Canoga Park,CA
Summary
Accomplished Business Analyst with a proven track record at Health Net for 29 years, enhancing business processes and customer service efficiency through expert data analysis and strategic planning. Skilled in Microsoft Excel and adept at fostering stakeholder relationships, demonstrated success in forecasting, planning, and driving continuous innovation with a keen focus on results.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
30
30
years of professional experience
Work History
Business Analyst II
Health Net
Los Angeles, CA
03.1999 - 12.2023
- Improved business processes by analyzing current practices and recommending optimization strategies.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in the organization.
- Responsible for forecasting in-coming Call Volume, AHT, Shrinkage and various other metrics for the Customer Call Center.
- Collaborate with key contacts in an on-going basis to ensure proper staffing for the Customer Call Center.
Customer Service Lead
Health Net
Los Angeles, CA
03.1996 - 03.1999
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
Customer Service Representative
Health Net
Los Angeles, CA
03.1994 - 03.1996
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Answered constant flow of customer calls with minimal wait times.
Skills
- Data Analysis
- Requirements Gathering
- Microsoft Excel Mastery
- Business process improvement
- Workflow Analysis
- Strategic Planning
- KPI Tracking
- Business Planning
- Forecasting and planning
Timeline
Business Analyst II
Health Net
03.1999 - 12.2023
Customer Service Lead
Health Net
03.1996 - 03.1999
Customer Service Representative
Health Net
03.1994 - 03.1996