Kelli Sullivan
Senior Business Systems Analyst
Lakebay,WA
Summary
Experienced and innovative leader and Prosci Change Practitioner with excellent communication, problem-solving, and consultative skills. Passionate about personal development, organizational process improvement, and focused on end-user and customer experience. Enjoys coordinating and collaborating with multiple, cross-functional teams toward a common goal. Special interests include continuous improvement, customer journey mapping, business process mapping, internal work groups and teams, performance and change management, and organizational growth and support. Routinely sets personal, educational, and career performance goals and follows through with action plans, being flexible as challenges and changes arise.
- Successfully leads change management activities with a proactive and flexible approach
- Adept in coordinating and directing activities for implementation of new business processes and technologies
- Talented at identifying and documenting improvement opportunities, developing strategies to support organizational change, and partnering with diverse leaders and their teams
- Confident and decisive when communicating goals; encompasses a vision to succeed
- Skilled in requirements analysis, detailed documentation of business needs, and adaptable planning
- Expert problem-solver with excellent interpersonal skills who steps into new areas with a flexible approach
- Analytical and organized professional comfortable working independently or as part of team
Quote
"The secret of change is to focus all of your energy not on fighting the old, but on building the new."
Dan Millman
Overview
23
23
years of professional experience
4
4
Certificates
9
9
years of post-secondary education
Skills
- Change management
- Business process workshop facilitation / BPMN 20
- Technology implementation
- Business processes and procedures
- Data analysis and reporting
- Research and analytical skills
- Performance evaluation and reporting
- Presentation delivery
- Motivational leadership
- Builds strong interpersonal relationships
- Excellent written and verbal communication
- Focused on continuous improvement
Education
MBA - Business Administration
Western Governors University
Salt Lake City, UT 03.2023 - 04.2024
Master of Science - Management And Leadership
Western Governors University
Salt Lake City, UT 08.2022 - 02.2023
Bachelor of Science - Business, Human Resource Management
Western Governors University
Salt Lake City, UT 08.2015 - 02.2022
Certification
- Six Sigma Global Institute, Process Improvement Specialist - In progress, 2024
- Journey Mapping, Best in class, IxDF certificate - 04/2024
- Strategy & Performance Management Framework, Certified Strategy Professional - 09/2023
- Change Management, Prosci Certified Change Practitioner - 06/2023
- Project Management, CompTIA Project+ Certificate - 01/2017
Work History
Senior Business Systems Analyst
Tacoma Public Utilities, CS Business Enablement
11.2023 - Current
- Leads diverse, cross-functional teams, creating strategies for each stakeholder group to support change and drive technical project implementations
- Elicits and clearly documents business process and system requirements
- Administrator and trained BPMN 2.0 process modeler for SAP Signavio tools
- Monitors project progress by tracking activities and publishing progress reports
- Facilitates meetings, workshops, and reviews with vendor participants and various internal business groups for business process mapping
- Reviews, edits, and grants final approval for business process documentation
- Analyzes existing systems and databases and recommends enhancements to solve business needs
- Plans, devises, and leads comprehensive test efforts for multiple software systems and coordinates, schedules, and trains User Acceptance Testers
- Mentors and trains new team members while partnering or consulting on multiple projects across various systems and technical applications; enjoys collaborating with multiple teams
Business Systems Analyst (Management Analyst II)
Tacoma Public Utilities, CS Business Enablement
05.2019 - 11.2023
- Identified change needs, recognizes and makes recommendations for impacted teams, business partners, and resources required for planned initiatives
- Led test team efforts and mentors new team members for multiple, large-scale projects, defining clear targets and objectives, and providing communication of status updates and goals to project stakeholders
- Co-presented at 2023 CS Week global conference and co-authored submission for Chartwell's 2023
Best Practice, Excellence in Digital Experience Award (Bronze winner) - Developed strategy for project user acceptance testing and plans and prioritizes current and future work
- Built and managed strong relationships with internal and external stakeholders through challenging transitional periods while communicating in professional, effective, and friendly manner
- Provided detailed presentations and demonstrations to all levels, including senior leadership of multiple teams and Joint Study session with Tacoma City Council and Public Utility Board
- Created and distributed relevant reports based on tracking and analysis of data to facilitate project evaluation, recommended process improvements, and assisted with key business decisions
- Partnered with project leadership and core team members to identify, evaluate, and professionally communicate efforts needed to support implementation of critical initiatives driving technology, process, and culture changes
Customer Service Representative, Technical
Tacoma Public Utilities
09.2018 - 05.2019
- Technical specialist, analyzing and problem solving to interpret and apply procedures to resolve complex issues, complaints, inquiries and customer service problems maintaining appropriate confidentiality
- Researched, analyzed, and documented detailed records requests for back office Escrow team
Customer Service Representative
Tacoma Public Utilities
02.2017 - 09.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns patiently, empathetically, and professionally in complex, fast-paced environments
- Demonstrated knowledge of analyzing, interpreting, applying, and explaining rates and knowledge of government regulations, policies, and office practices
Certified Trainer
Red Lobster
Tacoma, WA
03.2005 - 02.2017
- Passionate about learning and committed to continual improvement
- Mentored new hires, resulting in stronger staff development and increased productivity
- Built long-term, loyal customer relations by providing detailed and personalized service
Hourly Manager
Tony Romas
Tacoma, WA
08.2001 - 03.2003
- Managed and motivated employees to be productive and engaged in work.
- Cross-trained existing employees to maximize team agility and performance.
- Onboarded new employees with training and new hire documentation.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Work Preference
Work Type
Full TimeImportant To Me
Company CultureCareer advancementPersonal development programsAdditional training and completed courses
- Tracking, Measuring, and Reporting Your DEI Efforts - Linkedin Learning
- Customer Experience Journey Mapping - Udemy
- Customer Experience Management, Customer Journey Mapping - Udemy
- Customer Success Foundations, Customer Journey Mapping - Udemy
- Design Thinking, Customer Journey Mapping - Udemy
- Service Design, Designing for Experience over time - Udemy
- Powerful Prioritizations with the 80/20 Rule - Linkedin Learning
- Change Management, Change Management for Organizations: Drive Strategic Results - Udemy
- Managing Change on an Agile Project - Linkedin Learning
Similar Profiles
Denise HottelDenise Hottel
Customer Service Representative - Technical at Tacoma Public UtilitiesCustomer Service Representative - Technical at Tacoma Public Utilities
Michael LocklynMichael Locklyn
Security Officer at Tacoma Public Utilities/ Inter-con SecuritySecurity Officer at Tacoma Public Utilities/ Inter-con Security
Connie HortageConnie Hortage
Customer Service Supervisor at PUBLIC UTILITIES / WATER BUSINESS OFFICECustomer Service Supervisor at PUBLIC UTILITIES / WATER BUSINESS OFFICE