Leatha Schulze
Hendersonville,NC
Summary
Highly skilled Solutions Analyst with a track record of identifying and implementing effective solutions for complex business problems. Known for strong analytical, problem-solving, and communication skills coupled with innovative thinking. Noteworthy contributions include streamlining processes, team leadership, and improving operational efficiency in previous roles.
Overview
23
23
years of professional experience
Work History
Sr CS Tools and Solutions Analyst
Alight Solutions
Chicago, IL
05.2017 - 09.2024
- Gathered user case management requirements by conducting interviews and workshops with stakeholders.
- Analyzed customer business processes and identified areas for improvement.
- Developed comprehensive test plans for validating system changes prior to deployment.
- Executed business plans and developed user-assistance documentation and product training in a robust SharePoint site for clients, client teams, and call center users.
- Created a graphically comprehensive, one-stop-shop intranet page for all internal users to quickly locate documented requirements and external client user access configuration.
- Developed and managed project plans while providing status updates to management.
- Reduced project completion time by employing diverse processes.
- Resolved issues related to user error, access, or functionality in a timely manner.
- Trained and mentored new analysts.
Client Delivery Analyst
Aon Hewitt
Lincolnshire, IL
07.2010 - 05.2017
- Developed and maintained client relationships to ensure satisfaction with services provided.
- Resolved customer queries related to product Salesforce usage, delivery delays, or billing discrepancies promptly.
- Provided technical support and troubleshooting assistance to customers experiencing issues with delivered products or services.
- Implemented quality assurance procedures to ensure accuracy of deliverables before releasing them to clients.
- Participated in cross-functional teams that are responsible for improving customer experience.
- Maintained an up-to-date knowledge base of all products, services, policies and procedures related to customer service in Lotus Notes.
- Optimized operational productivity while collaborating with senior leadership to share and implement process improvements.
Senior Content Editor
Hewitt Associates
Lincolnshire, IL
06.2001 - 07.2010
- Trained and supervised a team of writers, teaching basic principles of Dreamweaver and later, TeamSite, providing feedback and guidance to improve quality.
- Collaborated with authors to refine and polish their work while maintaining their voice.
- Prepared, rewrote, and edited copy in both HTML editors to improve readability.
- Determined, clearest, and most logical way to present information and instructions for greatest reader comprehension, adding links and anchors.
- Migrated content to QA, QC, and Production.
Education
Certification - Paralegal Studies
Carthage College
Kenosha, WI05-1990
Some College (No Degree) - Business Administration
College of Lake County
Grayslake, ILSkills
- Customer Relationship Management
- Research capabilities
- Meticulous attention to detail
- Content management expertise
- Jira and Confluence proficiency
- JSON data familiarity
- MS Office expertise
- Customer Relationship Management experience
- Writing, editing, and proofreading
- Salesforce CRM experience
Accomplishments
- Small business ownership since February, 2004: The Ugly Mug Coffee and Tea
- Previous property and casualty insurance agency ownership: Geico
- Worked remotely since June 1, 2021
Timeline
Sr CS Tools and Solutions Analyst
Alight Solutions
05.2017 - 09.2024
Client Delivery Analyst
Aon Hewitt
07.2010 - 05.2017
Senior Content Editor
Hewitt Associates
06.2001 - 07.2010
Certification - Paralegal Studies
Carthage College
Some College (No Degree) - Business Administration
College of Lake County
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