LORI SILVERBERG
Sr. Business Analyst
LINCOLN,NE
Summary
Motivated Service Delivery Manager with more than 12 years of operational management experience with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Excellent at executing change and building collaborative relationships to achieve corporate goals. Experience managing multiple projects including budgeting, inventory control, and administration to drive profitability and growth. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Demonstrated management skills with a strong focus on process improvement for various lines of business. Proven success in position demanding strong skills in accuracy and attention to detail. Perceptive Senior Business Analyst with 12 years driving successful business processes for Financial Service companies. Dedicated to maximizing impact of key performance metrics to enhance and expand business operations. Known for leveraging both macro and micro-scale analyses to generate holistic images of ongoing business operations for immediate actionability.
Overview
12
12
years of professional experience
Work History
Sr. Business Analyst
Bank of the West
Omaha, NE
11.2020 - Current
- Work independently with users to define business needs under direction of project managers
- Drives business team members to define business needs through utilization of effective data gathering techniques
- Capable of managing multiple complex projects simultaneously
- Collaborate with Product Owner and Developers to compose requirements
- Act as liaison between the customer and the project team
- Performs other duties as assigned.
Finance Operations Manager
Bank of the West
Omaha, NE
09.2019 - 11.2020
- Direct day-to-day operations for our Accounting and Account Maintenance teams to provide safe and enjoyable guest experience
- Set and administered annual operating budget, consistently maintaining controls and preventing overages
- Conducted yearly annual staff evaluations and determined staff promotions, realignments and reductions in force as necessary
- Identified and solved complex strategy problems to drive organizational goals
- Monitored progress by establishing plans, budgets and measuring results
- Supervised and led 3 department managers while overseeing performance and productivity of approximately 50 employees
- Streamlined operational efficiencies by coordinating staff development and succession planning
- Responsible for reviewing and approving JERNL entries, billing invoices and expense reports.
Business Process Outsourcing Manager
DXC
Lincoln, NE
09.2015 - 09.2019
- Responsible for the end-to end process delivery of client accounts
- Responsible for developing operational and tactical plans to ensure adherence to service level agreements
- Presents problem analysis and recommends solutions in a creative and logical manner
- Maintain internal and external customer relationships
- Lead a team performing third party administration of insurance product administration
- Plan and oversee the daily operational activities of the team
- Improves process efficiencies in support of objectives
- Perform all day to day functions of management including interviewing, hiring, coaching on performance improvement, delivering corrective action notices, etc.
Process Delivery and Transitional Manager
I, Dell
Lincoln, NE
05.2015 - 09.2015
- Responsible for the end-to-end process delivery of client accounts
- Lead a team performing third party administration of insurance product administration
- Responsible for developing operational and tactical plans to ensure adherence to service level agreements
- Improves process efficiencies in support of objectives
- Maintain internal and external customer relationships
- Perform all day to day functions of management including interviewing, hiring, coaching on performance improvement, delivering corrective action notices, etc.
Functional Manager of Service and Repayment
Nelnet
Lincoln, Nebraska
04.2010 - 12.2014
- Responsible for managing a large call center operation (85 - 175 associates) for Total and Permanent Disability and our Service and Repayment Center team
- Collaborated with internal teams, clients, customers and external agencies (Federal Government, SSA) to improve customer experiences
- Shared responsibility for the P&L in my area
- Planned, prepared and monitored budgetary needs for multiple business lines
- Provided representation on projects to our IT and Business Process Leaders to develop and improve customer interactions
- Ensured we followed federal regulatory guidelines and had quality controls in place for all processes
- Lead a distributed work force and achieve departmental goals while meeting deadlines
- Forecasted and adjusted staffing to ensure we achieved service level goals
- Cultivated, hired and developed talent.
Education
No Degree - Business Management
Southeast Community College Area
Lincoln, NENo Degree - Criminal Justice
University of Nebraska
Lincoln, NESkills
Team Management and Developmentundefined
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Don’t judge each day by the harvest you reap, but by the seeds you plant.
Robert Louis Stevenson
Timeline
Sr. Business Analyst
Bank of the West
11.2020 - Current
Finance Operations Manager
Bank of the West
09.2019 - 11.2020
Business Process Outsourcing Manager
DXC
09.2015 - 09.2019
Process Delivery and Transitional Manager
I, Dell
05.2015 - 09.2015
Functional Manager of Service and Repayment
Nelnet
04.2010 - 12.2014
No Degree - Business Management
Southeast Community College Area
No Degree - Criminal Justice
University of Nebraska
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