Keanna Ward
Western & Southern Financial Group
Cincinnati
1
Certification
10
years of professional experience
Results-driven Business Analyst with expertise in process improvement and workflow optimization. Leverages analytical skills to enhance project quality and drive operational efficiency. Strong communicator who fosters collaboration and aligns initiatives with organizational goals, delivering insights that enhance business performance.
Work History
Business & Quality Assurance Analyst II
1 Year 6 Months- Developed and implemented testing strategies to ensure software quality and compliance with industry standards.
- Led quality assurance initiatives to enhance operational efficiency and client satisfaction.
- Analyzed business processes to identify gaps and recommend improvements for streamlined workflows.
- Collaborated with cross-functional teams to gather requirements and define project scope effectively.
Sr Case Consultant
2 Years 11 Months- Collaborate closely with underwriters to issue policies accurately and efficiently.
- Collaborated with underwriters to ensure accurate and efficient policy issuance.
- Reviews and accurately processes life insurance and annuity applications received ensuring they meet company guidelines and compliance standards.
- Identified and implemented process enhancements to streamline workflows.
- Provided coaching, training, and feedback to improve team skills and performance.
Accounts Receivable and Payable Specialist
7 Months- Facilitated payment of outstanding invoices by sending copies of invoices and statements to customers.
- Resolved account problems by proactively contacting vendors and customers.
- Reached out to vendors and customers in order to resolve account problems.
- Entered numerical data into accounting system to ensure accurate records. using 10-key calculator to compute data quickly.
Weddings & Registry Advisor
2 Years- Cultivated relationships with couples by creating a fun and rewarding registration process, effectively explaining online and registry benefits, including Dream Fund, and emphasizing Macy’s Wedding & Gift Registry (WGR) loyalty.
- Boosted home sales by engaging with couples, gift givers, and customers as the Home Lifestyle/Gift Registry expert.
- Assisted couples in completing their registries and addressing post-occasion needs.
- Offering personalized service to the couple, their parents, relatives, gift givers and home store customers.
Disputes Servicing Specialist I
1 Year 1 Month- Handled customer calls with discretion, balancing risk between Bank and customer while researching and resolving disputed transactions.
- Requested documentation of transactions from departments, customers, merchants, and financial institutions to support risk assessment.
- Assure that regulatory timeframes as well as internal Service Level Agreements are met to avoid compliance violations.
- Interacted with internal departments to identify trends and provide recommendations for policy and procedure improvements.
Sales Lead Keyholder
10 Months- Assisted customers with purchases, locating items, and enrolling in reward programs, enhancing customer loyalty and satisfaction.
- Managed stock processes, including inspecting incoming inventory, merchandising shelves, and minimizing shrinkage.
- Coached team members on effective strategies to achieve operational and sales goals.
- Opened and closed store independently and prepared nightly bank drop for manager.
Education
Associate of Applied Science - Business Administration
Skills
Quality assurance
Requirements analysis
Attention to detail
Adaptability
Project management
Service excellence
Testing strategies
Process improvement
Critical thinking
Mentoring and training
Teamwork and collaboration
Detail-oriented approach
Certification
ACS & ALMI Certification.
Timeline
Business & Quality Assurance Analyst II
Western & Southern Financial Group
03.2025 - CurrentRead More
Sr Case Consultant
Western & Southern Financial Group
04.2022 - 03.2025Read More
Accounts Receivable and Payable Specialist
Klosterman Baking Company
09.2021 - 04.2022Read More
Weddings & Registry Advisor
Macy’s Inc.
08.2019 - 08.2021Read More
Disputes Servicing Specialist I
Fifth Third Bank
08.2017 - 09.2018Read More
Sales Lead Keyholder
Bath & Body Works
08.2016 - 06.2017Read More
University of Cincinnati
Associate of Applied Science from Business Administration
Read More