Linda Marshall
Enola,PA
Summary
To secure a position in a stimulating and challenging environment with the ability to utilize my unique combination of business and technical experience which will allow my skillsets to be applied in many facets of an organization.
Overview
38
38
years of professional experience
Work History
Senior Business Analyst
D&H Distributing
05.2017 - Current
- Led cross-functional teams to identify and implement process improvements, enhancing operational efficiency.
- Developed comprehensive business requirements documentation to support project initiatives and stakeholder alignment.
- Analyzed complex data sets using advanced analytical tools to inform strategic decision-making and reporting.
- Facilitated workshops with stakeholders to gather requirements, ensuring clarity and understanding of project objectives.
Senior Business Technical Analyst
HM Health Solutions
01.2013 - Current
- Conduct the Customer Service Product Area triage estimation activities as the primary Intake Coordinator dealing with critical time constraints, highly sensitive projects, large and small efforts, and Application Service Provider client requests
- Determine project impacts by participating in discovery sessions, Joint Application Design work groups, and project kick off meetings; analyzing business plans, solution packages, and process flows
- Coordinate and facilitate daily Customer Service Product Area intake working sessions
- Draft Rough Order of Magnitude (ROM) estimates and Software Evaluation & Estimation of Resources (SEER) High Level Estimates
- Coordinate and facilitate weekly Customer Service Product Area Agile Scrum of Scrum meetings
- Participate in daily Agile Stand up ceremonies, weekly Agile Sprint Review ceremonies, and Sprint Retrospective ceremonies
Business Technical Analyst
Highmark, Inc
01.2001 - 01.2013
- Advanced three levels during this time period (BA II effective 2001; BA III effective 2004; BA IV effective 2008)
- Collaborated with business owners, stakeholders, and external clients to understand business needs, project specifications, business case development, cost sheet analysis, and data sources
- Translated business needs into clearly documented and defined quality requirements, use cases, and supplemental specifications
- Managed identification, documentation, and escalation of risks, defects, and issues throughout the project lifecycle
- Communicated effectively with all levels of customers and acted as a liaison to translate system requirements with staff and peers
- Mentored team members with Project Lifecycle Methodologies
- Mentored new team members in learning our customer service suite of tools
Quality Control Team Lead/Executive Service Representative
Highmark, Inc
01.1993 - 01.2001
- Six years of experience in the interpretation, evaluation, application, and design of procedures, policy guidelines, and quality control criteria
- Extensive background in the auditing of customer service inquiry responses, procedures and staff performance
- Unique combination of business, technical, and supervisory skills
- Proven ability to adapt to changing demands and coordinate multiple projects in a fast-paced, detail-oriented environment
Service Representative
Pennsylvania Blue Shield
01.1991 - 01.1993
- Resolved telephone and written inquiries from members, providers, other BCBS plans, attorneys, and various 3rd parties
- Investigated claims and corrected processing errors according to current guidelines and medical policies
Assistant Manager
McDonald's Restaurant
01.1988 - 01.1991
- Coordinated inventory control, cash flow management, payroll reporting, and quality control functions for a high volume location
- Supervised eight+ employees in food preparation and customer service
- Monitored daily operations to ensure high quality standards, regulatory requirements, and customer service levels were achieved
Education
Associate in Specialized Business Degree - Hotel/Restaurant Management
Central Pennsylvania Business School
04.1988
Skills
- Over eight years of experience in technology distribution and over 25 years of experience in customer service and the health care insurance industry
- Eight years of experience and knowledge with various distribution applications: order processing, rebate/discount processing, pricing
- 15 years of experience and knowledge with various health care insurance applications: claims processing, membership, client/group, benefits, provider, and customer service
- Proficient in using Rational Unified Process (RUP) Software Development Methodology with 15 years of experience in developing business and system requirements, functional design specifications, and test scripts
- Ability to problem solve independently and as part of a team consisting of business, technical, and architecture subject matter experts
- One year of experience with Agile Methodology in developing use cases, supplemental specifications, and user stories
- Nine months of experience with Rational Team Concert, managing product backlog, creating capabilities, epics, stories, and tasks
- Ability to interact and effectively communicate with people from diverse backgrounds
- Build strong relationships with internal customers and external clients
- Highly effective organizational, analytical, technical, time management skills
- Proven ability to lead and manage multiple scale projects
Timeline
Senior Business Analyst
D&H Distributing
05.2017 - Current
Senior Business Technical Analyst
HM Health Solutions
01.2013 - Current
Business Technical Analyst
Highmark, Inc
01.2001 - 01.2013
Quality Control Team Lead/Executive Service Representative
Highmark, Inc
01.1993 - 01.2001
Service Representative
Pennsylvania Blue Shield
01.1991 - 01.1993
Assistant Manager
McDonald's Restaurant
01.1988 - 01.1991
Associate in Specialized Business Degree - Hotel/Restaurant Management
Central Pennsylvania Business School
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