MATTHEW COURTER
Business Analysis and Operations
Grinnell,IA
Summary
Strategic Business Analyst with extensive experience in optimizing operations and enhancing technical workflows to achieve measurable business results. Proficient in requirements gathering, process design, and data analysis, with a strong ability to lead cross-functional teams. Expertise in translating complex business requirements into effective technical solutions while fostering collaboration with stakeholders across various departments. Operations Analyst skilled in leveraging analytical and mathematical skills to assess trends and support strategic planning initiatives.
Overview
16
16
years of professional experience
Work History
Technology Operations Analyst (Business Analyst IV), Channel Partner Solutions
ITA Group
West Des Moines
05.2021 - 01.2026
- Owned end-to-end operations for a global automotive rewards program, including rewards website functionality, participant experience, data flows, and payout execution across multiple payout methods (pre-paid card, ACH, catalog points)
- Served as the primary business analyst for the multiple programs’ technology ecosystem, translating client requirements into detailed user stories, acceptance criteria, and backlog priorities.
- Oversaw weekly reward payout cycles, ensuring accurate calculations, data integrity, and on time delivery of incentives to thousands of participants worldwide. $1 to $3 million US paid out weekly.
- Partnered with Developer Operations, Product, Awards Fulfillment, and Client Strategy teams to design and implement enhancements that improved site performance, reduced manual effort, reduced fraud, and strengthened operational reliability.
- Led root‑cause investigations for data discrepancies, payout issues, and system defects, driving permanent fixes and improving SLA adherence.
- Built and maintained operational dashboards and reporting to monitor site health, payout accuracy, and processing timelines.
- Conducted full process mapping across website operations, data ingestion, reward calculations, and fulfillment workflows to identify inefficiencies and implement scalable improvements.
- Supported major client launches, program updates, and platform migrations through requirements validation, UAT coordination, and cross‑functional communication.
- Functioned as a strategic partner to client‑facing teams, providing insights on program performance, operational risks, and technology roadmap alignment.
Operations Analyst/Business Analyst
Teladoc
Remote
11.2020 - 03.2021
- Mapped current business and operational processes and recommended areas for improvement.
- Met with stakeholders to establish favorable business relationships and support mutually beneficial interests.
- Led cross-functional teams to analyze and understand enterprise-wide operational impacts and opportunities of technology changes.
- Conducted interviews with key business users to collect information on business processes and user requirements.
- Established online configuration knowledge base to support functionality by developing robust system application overview.
- Developed flowcharts and diagrams to describe and lay out logical operational steps.
Business Analyst
SitusAMC
Remote
04.2020 - 10.2020
- Mapped process activities to identify shortfalls and propose options to rectify operational inefficiencies.
- Conducted interviews with key business users to collect information on business processes and user requirements.
- Worked closely with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability and performance.
- Documented business processes and analyzed procedures to align with changing business needs.
- Led cross-functional teams to analyze and understand enterprise-wide operational impacts and opportunities of technology changes.
- Managed project to develop file version identification process that reduced human review tasks by 50%.
IT Business Analyst
Kemin Industries Inc
Des Moines
01.2019 - 08.2019
- Documented process flows and developed requirements for functional improvements and enhancements.
- Tracked data problems and analyzed information to find root causes.
- Manipulated data using pivot tables, pivot charts, and macros in Excel.
- Evaluated software development project plans and recommended adjustments.
- Analyzed operational performance to identify pain points and provided actionable solutions to management.
- Gathered, organized, and entered data into Excel and Power BI.
- Compared business performance and operating policies against benchmarks.
- Oversaw budgets for project, tracked expenses and timelines, and communicated with key stakeholders on milestones.
- Devised implementation plans, including cost-benefit and ROI analyses.
Business Process Consultant
Equifax
West Des Moines
01.2018 - 01.2019
- Created labor expense forecasting model to support annual budget process.
- Documented research findings and prepared polished reports highlighting results and potential improvement strategies.
- Collected, tracked, and evaluated current business and market trend data.
- Reconciled monthly statements and transactions to keep records accurate and current.
- Worked closely with department personnel to produce accurate and timely bills.
- Analyzed financial data to identify financial trends, patterns and strategy and compiled information into reports.
- Enhanced overall productivity leading to decreased labor costs and improved efficiency.
- Determined and tracked budget expenses with accuracy and transparency.
- Identified inefficiencies in business processes and recommended improved policies.
- Initiated dynamic strategies for organizational change management.
- Led cross-functional teams to analyze and understand operational impacts and opportunities of technology changes.
- Created and executed test cases to support project releases.
- Presented advanced business cases and change management programs to stakeholders in Operations, Customer Service, and Quality Assurance.
Business Analyst
Equifax
West Des Moines
01.2012 - 01.2018
- Recorded over 1,800 labor hours daily to correct product accounts.
- Tracked data problems and analyzed information to find root causes.
- Documented process flows and develops requirements for functional improvements and enhancements.
- Identified inefficiencies in business processes and recommended improved policies.
- Led cross-functional teams to analyze and understand operational impacts and opportunities of technology changes.
- Worked in cross-functional teams to drive labor cost reduction initiatives for fifteen product segments with varying workflow processes.
- Classified, recorded, and summarized numerical and financial data to compile and keep financial records.
- Developed data tracking systems and reports for operational managers.
Call Center Team Lead
Equifax
West Des Moines
03.2010 - 01.2012
- Collected and analyzed customer data to generate customized reports for account managers.
- Encouraged team members to improve productivity and service levels by modeling correct behaviors and coaching employees.
- Managed customer concerns with calm demeanor and knowledgeable service.
- Resolved team support issues with efficient approach to keep call center operating smoothly and customers satisfied with services.
- Directed team of forty associates handling 2,000 daily files.
- Produced reports outlining information such as call duration and customer satisfaction levels.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Participated in emergency preparation meetings to understand crisis management procedures.
Education
B.A - Business Administration & Economics
Simpson College
Indianola, IA10.2015
Skills
- Requirements elicitation
- User story development
- Backlog management
- Agile delivery
- KPI development
- Project management
- Cross-functional leadership
- Microsoft Office proficiency
- SQL expertise
- Automation tools proficiency
- Operational assessment
- Budget management
- Business process mapping
- Project coordination
- Stakeholder engagement
- Complex problem solving
- Operations research
- Process updates
- Critical thinking
Additional Information
Developed a labor expense forecasting model to support annual budget process which resulted in $450K annual savings., Led business case to implement auto-dialing solution in call center resulting in $1.3 million annual savings., Led project to consolidate invoice data for key customers to create holistic view of business to business relationship across multiple business units paving the way to secure a contract worth $5 million annually., Managed Docusign project to transform Fannie Mae 1005 form management processes from fax/mail to online PDFs resulting in net savings of $400K annually.
Timeline
Technology Operations Analyst (Business Analyst IV), Channel Partner Solutions
ITA Group
05.2021 - 01.2026
Operations Analyst/Business Analyst
Teladoc
11.2020 - 03.2021
Business Analyst
SitusAMC
04.2020 - 10.2020
IT Business Analyst
Kemin Industries Inc
01.2019 - 08.2019
Business Process Consultant
Equifax
01.2018 - 01.2019
Business Analyst
Equifax
01.2012 - 01.2018
Call Center Team Lead
Equifax
03.2010 - 01.2012
B.A - Business Administration & Economics
Simpson College