Lisa Washington
Lawrenceville,GA
Summary
Experienced IT professional with 18 years of expertise. Proficient in leading cross-functional teams, managing stakeholders, and ensuring project success from start to finish. Demonstrates excellent problem-solving ability and strong communication skills to collaborate with clients, developers, analysts, and offshore teams. Skilled in Agile and Waterfall methodologies. Focused and personable professional offering many years of experience managing key accounts to promote client retention. Skilled in expanding territory and monitoring trends to drive sales. Exceptional track record of increasing brand engagement through product knowledge and superior customer experiences.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Client Services & Account Lead II
Zinnia, Inc.
Johns Creek, GA
07.2022 - Current
- Lead end-to-end project management for enterprise wide initiatives ensuring on-time delivery, within budget and meeting client requirements
- Developed comprehensive project plans, schedules, resources, and milestones, using industry best practices and project management tools
- Managed project budgets, consistently achieving cost savings through effective resource allocation and vendor contract negotiations
- Collaborated with cross-functional teams, including developers, designers, testers, and business analysts, to ensure seamless project execution
- Facilitated effective communication with stakeholders, providing regular project status updates, addressing concerns, and managing expectations
- Implemented Agile/Scrum methodologies, resulting in improved team collaboration, increased productivity, and faster project delivery
- Conducted quality assurance and testing activities, ensuring adherence to project requirements and industry standards
- Successfully managed change requests, evaluating impacts, and implementing changes while minimizing disruptions
- Developed and managed budgets for projects and resources.
Systems Business Analyst - VOIP
Assurant – Global Home Lending Services
Atlanta, GA
08.2019 - 06.2022
- Coordinated testing effort for implementation of NICE call center recording platform over a six-month period
- Participated in all SCRUM ceremonies
- Coordinated changes to Interactive Voice Recording (IVR) messaging system due to COVID-19
- Increased caller authentication rates by 7%
- Assisted with facilitating 8.35% increase in customer containment
- Participated in implementing SMS for our clients to provide more self-service options
- Provided customer service to internal and external clients
- Trained business users on new functionality
- Created presentations for training.
Business Analyst - Claims
Starr Companies
08.2016 - 04.2019
- Worked effectively with multiple teams, environments, and personalities across the enterprise to deliver implement legal tracker billing system in 9 months instead of the 1 year projected
- Created and managed scope, schedule, and resources to deliver project on time, within scope, and on budget
- Coordinated with vendor, developers and internal system admin
- For any code changes needed to accommodate business needs
- Provided point of contact and daily support to customers and co-workers resolving production or project issues within 24-48 hours
- Managed and maintained task lists for customers’ requests and/or reported defects; prioritizes, assigns and/or communicates status with business users
- Built and maintained relationships with clients, co-workers and vendors in physically dispersed places
- Tested new applications and changes to existing applications to ensure integrity and quality of data has not changed
- Gathered, documented and analyzed requirements.
Business Analyst/Project Manager
Insuresoft, LLC (SaaS)
06.2005 - 05.2016
- Developed comprehensive project plans, schedules, resources, and milestones, using industry best practices and project management tools
- Lead end-to-end project management for IT projects, ensuring on-time delivery, within budget and meeting client requirements
- Product Owner for Agile/Scrum Methodology
- Prepared and delivered presentations to communicate findings and recommendations to management
- Lead Business Analyst point of contact and provided daily support to customers and co-workers resolving problems on new implementations, upgrades, and production issues
- Collaborated with stakeholders to gather business requirements and participated in meetings to discuss project progress and deliverables
- Managed/maintained task lists for customer requests and/or reported defects; prioritized, assigned and/or communicated status with internal and external customers
- Created and managed scope, schedule, and resources to deliver project on time, within scope, and on budget
- Built and maintained relationships with clients, co-workers and vendors
- Solved problems reported by client through testing and internal collaboration.
Education
Bachelor of Science-Business Administration - Finance -
CALIFORNIA STATE UNIVERSITY, SACRAMENTO
Skills
- Agile/Scrum Methodologies
- Project Management
- Customer Service Skills
- Problem Solving skills
- Project Planning
- Strong Collaborative Skills
- Analytical & Research Skills
- Vendor/Client Management
- Resourceful and Adaptable
- Risk Assessment and Mitigation
- Engagement of Stakeholders
- Quality Assurance & Testing
- SDLC
- Excellent oral & written Communication Skills
- Detail oriented
- Facilitate meetings
- Budget & Financial Management
- Strong decision making, planning and organizational skills
- Adaptable
- Regulatory Compliance
- SharePoint
- Visio
- Microsoft Suite
- Microsoft Project
- Azure Devops
- Microsoft Teams, Skype, Web ex, Slack
- Trello
- Remedy Force
- Smartsheet
- Agile, Scrum, Kanban & Waterfall
Affiliations
- Community Service
- Life Coaching
Certification
- Certified SAfe Scrum Master
- Certified Product Owner – Scrum Alliance
- Training for Trainers - Facilitator
- Toastmasters International
- Instructor for Customer Service and Business Writing development classes
Accomplishments
- Project manager for onboarding new client.
- Lead testing effort on implementation of Underwriting system.
- Lead Business Analyst implementing Legal Tracking Billing System (Serengeti)
- Product Owner for large Auto Liability carrier.
- Co-Business Analyst implementing Payment Processing through JP Morgan
- Train clients and coworkers on new products and functionality.
Timeline
Client Services & Account Lead II
Zinnia, Inc.
07.2022 - Current
Systems Business Analyst - VOIP
Assurant – Global Home Lending Services
08.2019 - 06.2022
Business Analyst - Claims
Starr Companies
08.2016 - 04.2019
Business Analyst/Project Manager
Insuresoft, LLC (SaaS)
06.2005 - 05.2016
Bachelor of Science-Business Administration - Finance -
CALIFORNIA STATE UNIVERSITY, SACRAMENTO
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