Katie Ewton
Greater Austin Area,TX
Summary
Business Process Analyst with 8+ years of experience in workflow management, process execution, and service delivery. Experienced in applying SOPs to complex, case-based work, resolving exceptions, and maintaining audit-ready documentation. Proven ability to manage workflows, handle escalations, and use performance data to improve efficiency, consistency, and overall process quality.
Overview
12
12
years of professional experience
Work History
Business Process Specialist / Analyst
Austin Energy
Austin, TX
01.2018 - Current
- Execute and support end-to-end process workflows, applying defined SOPs and decision criteria to ensure consistent and accurate outcomes
- Analyze and validate process inputs, identifying incomplete, conflicting, or exception-based cases and supporting resolution through stakeholder collaboration
- Partner with cross-functional teams to improve service delivery, streamline workflows, and enhance process consistency
- Contribute to process improvement initiatives and support automation efforts to increase efficiency and scalability
- Develop and maintain SOPs, process documentation, and audit-ready records to support compliance and defensibility
- Monitor workflow performance, including backlog, turnaround times, and recurring issue trends, to identify improvement opportunities
- Support escalation handling by investigating issues, clarifying requirements, and ensuring timely resolution
Solutions Sales Specialist
Verizon Wireless
Cedar Park, TX
10.2016 - 01.2018
- Managed high-volume customer account workflows using CRM systems, including Salesforce, ensuring accurate data entry and process execution
- Maintained detailed documentation of account updates and issue resolution to support data integrity and audit readiness
- Recognized as Top Sales Representative for leading performance in new customer acquisition, total revenue, and customer upgrades
Management Assistant
Enterprise Holdings
El Paso, TX
11.2014 - 10.2016
- Coordinated operational workflows for insurance claims, collections, and fleet management, ensuring adherence to policies and local/federal regulations
- Managed exception-based scenarios (e.g., claims discrepancies, account issues), applying judgment to resolve conflicts and maintain workflow continuity
- Monitored KPIs and operational performance metrics to support service delivery and identify process improvement opportunities
- Trained team members on standardized procedures in multiple branch locations, supporting consistency and compliance across operations
Education
Bachelor’s of Science - Applied Linguistics
New Mexico State University
Bachelor’s of Science - Hotel, Restaurant, Tourism Management
New Mexico State University
Skills
- Process Mapping & Workflow Optimization
- Case Review, Validation & Decision Logic
- SOP Documentation & Audit-Ready Compliance
- Escalation Handling & Exception Management
- Service Delivery & SLA Performance
- Performance Metrics, Reporting & Trend Analysis
- Process Improvement & Operational Efficiency
- Cross-Functional Collaboration
- Tools: ServiceNow, Salesforce, Smartsheet, Visio, Microsoft Office Suite, SharePoint
Languages
English
Spanish
Timeline
Business Process Specialist / Analyst
Austin Energy
01.2018 - Current
Solutions Sales Specialist
Verizon Wireless
10.2016 - 01.2018
Management Assistant
Enterprise Holdings
11.2014 - 10.2016
Bachelor’s of Science - Hotel, Restaurant, Tourism Management
New Mexico State University
Bachelor’s of Science - Applied Linguistics
New Mexico State University