Katherine Baker

o Work with KR contracting company to gather complexed and unique business requirements and translate this into data and reporting needs. Communicates regularly and builds strong relationships with product owners, project managers, technical leads, software developers, etc., to identify information needs, facilitate information exchange, and ensure adherence to business requirements and program standards including:

o Conduct feasibility studies and impact analysis; influenced and motivated cross-functional teams to deliver initiatives on-time and on-budget with the goal of delivering exceptional service to the clients, with an outcome of excellence and appreciation from the clients; as a team leader the organization benefited from the results at a rate of 75% and will continue to use that concept for new projects.

o Create written reports, presentations, and visuals that effectively summarize findings and supported recommendations on projects. As well as worked with software developers and other IT professionals to ensure that solutions meet business needs and are scalable and maintainable.

o Capture Agile artifacts to include User Stories, Velocity Charts, Burn-down Charts, Sprint Retrospective, defined and documented system requirements based on business requirements as well as wrote clear and specific user stories which clearly define the who, what, why, and business value of the user story.

o Work with software developers and other IT professionals to ensure that solutions meet business needs and are scalable and maintainable; as well as managed projects or project teams, ensuring that projects are delivered on time, within budget, and meet stakeholder requirements, acted as a liaison between stakeholders, such as business units, IT departments, and external partners as well as developed business cases that justified proposed projects or initiatives.

o Facilitate requirements gathering sessions and Joint Application Design (JAD) sessions with product stakeholders to translate business needs into business requirements for product development and reporting requirements.

Analyzed all task activities assigned in the scrum team to ensure timely development with minimal technical debts, while maintaining the highest quality of performance, which accelerated on-time delivery, as we as worked with product owner and team lead to prioritized the backlog and prepared for upcoming sprints including:

o Facilitated daily stand-ups and scheduled sprint planning meetings as needed, as well as led multiple cross-functional development team in using agile methodology and scrum practices; supported conversation, management, conflict resolution, and collaborated with stakeholders and product teams to decompose large epics into features and user stories that can be understood and approved by members of the development team.

o Identified and escalated risks and key issues to management for prompt resolution, propose resolutions and mitigations, and assisted with internal and outer connections, improving clarity and actively removed obstacles to deliver high levels of service to customers, by maintaining a professional standard and making sure that customers are treated with respect and dignity.

o Influenced and motivated cross-functional teams and delivered initiatives on time and on budget with the goal of delivering 65% exceptional service to our clients, by advising multiple cross-functional scrum team in using Agile methodology and scrum practices, and assisted in defining documented system requirements based on business requirements.

Conducted verification activities to determine eligibility of applicants for disaster assistance, processed applicant cases, re-certifications, audits, and recoups and lodging reimbursement from disaster assistance applicants to include:

o Recorded findings with Requirements Traceability Matrix (RTMs) and Security Assessment Reports (SARs). Provided information and explanations of housing assistance, grants, and other programs to applicants; registered agents due to disaster and provided information to the best of my ability and as accurately as possible to meet the client needs,

o Liaison with of business and other relevant functions regarding customer interactions, new business integrations, and adherence to policies and procedures; identified and actively removed obstacles to deliver high levels of service to customers, responsible for writing technical reports and business correspondences to clarify business needs and made sure that 100% accuracy was given to each client.

o Responded to inquiries from internal and external customers; supported regression testing and validation of application configuration and development, collaborated with internal and client staff in identifying, planning, executing, tracking, and reporting all findings to upper management.

o Facilitated telephone interviews with disaster survivors and provided information and explanations of housing assistance, grants, and other programs to applicants; registered agents due to disaster, established systems of review, controls, and reports and monitors project status and adjusts work plans for project accomplishment.

o Conducted verification activities to determine eligibility of applicants for disaster assistance, processed applicant cases, re-certifications, audits, and recoups and lodging reimbursement from disaster assistance applicants.

o Collaborated with administrators and customers to coordinate specific plans of action for each individual. Facilitated discussion, decision making, and conflict resolution to include:

o Worked as a team lead for the organization, prepared reports for emergency management purposes, conducted inbound and outbound calls and transfer calls to the correct department and provided feedback and updates to clients.

o Served as front line operator for client customer relations purposes, and attended meetings and reported findings for company improvements.

o Researched ways in which to improve the organization and made recommendations to upper management for possible policy changes, as well as, collaborated with the team with updates and counter measures for the organization to ensure that all projects were completed in a timely manner.

o Collaborated with internal and client staff in identifying, planning, executing, tracking, and reporting all activities for security and compliance-related activities and made sure that all projects was completed in a timely manner.

o Conducted interviews with new hires analyzing their IT needs in order to develop descriptions of moderately complex systems proposals. Prepared, reviewed, revised and maintained User Stories and Change Management Summaries related to business and user requirements.

o Team leader operations, in the customer service department. Conducted verification activities to determine eligibility for new applicants onboarding process, conducted services that includes:

o Provided exceptional customer service to clients on the telephone and in-person, making sure that customers were well satisfied with my services by setting a professional tone, and making sure that needs were met. Assisted in training new employees to sustained and uphold the values of the agency; and by making sure that new employees were well trained and up to standard with policies, rules, and regulations.

o Collaborated with internal and external client staff in identifying, planning, executing, tracking, and reporting all activities for security and compliance-related activities. Conducted interviews with the business area, analyzing their IT needs in order to develop descriptions of moderately complex systems proposals; as well as prepared, reviewed, revised and maintained User Stories and Change Management Summaries related to business and user requirements for office purposes.

o Ordered office supplies for the entire office, and resolved purchase issues for the entire organization with 98% accuracy with customer satisfaction guaranteed.

o Provided monthly reports to supervisor for review on completed projects, involved in monthly meetings to present projects, and to improve workload in the office.

o Developed projects and/proposals to educate the health care community about the requirements, as well as prepared reports, briefings, and other materials for use by senior management, to determined applicant qualifications for job placement work-study programs.