Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Megan K. Shaw

Spring City,PA

Summary

Results-oriented and adaptable professional with a robust background in technology operations, business analysis, and management. Adept communicator with strong verbal and written skills, capable of fostering productive dialogue and cultivating meaningful relationships across diverse stakeholders, including peers, departments, technical teams, and vendors. Skilled leader and mentor, experienced in guiding teams through challenging scenarios in various work environments, including onsite, virtual, and offshore setups. Committed to continuous process improvement, demonstrating a keen ability to identify operational inefficiencies and drive positive change initiatives. Proficient in technology services, specializing in defining clear business requirements, managing project plans, and ensuring successful project delivery through effective liaison between business operations and technical teams.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Lead Business Analyst

Medical Guardian
Philadelphia, PA
08.2021 - Current
  • Effectively manage resources to ensure the timely delivery of projects, allocating tasks and responsibilities among team members to optimize productivity and meet deadlines.
  • Manage comprehensive project plans, tracking milestone deadlines, user acceptance test cases, and development releases to ensure the timely delivery of projects and provide regular status updates to key stakeholders.
  • Define and document clear business requirements for new products, system enhancement projects, and process integration initiatives. Focus areas include finance, healthcare, CRM, customer care, and compliance, streamlining department operations.
  • Conduct thorough analysis to identify areas of improvement within business operational areas, implementing strategies to enhance efficiency and effectiveness.
  • Design test plans, conduct user acceptance testing and monitored system performance post-implementation.
  • Develop, document, test, and train teams on new operating procedures, ensuring seamless adoption and adherence to best practices.
  • Provide swift investigation and resolution of system issue tickets and break fixes, strictly adhering to defined service level agreements (SLAs).
  • Collaborate closely with developers and business stakeholders to execute project delivery within the established project plan and timeline, ensuring alignment with organizational objectives.

Functional Manager, Technology Operations

Tata Consultancy Services(TCS)
International
04.2018 - 08.2021
  • Coordinated cross-functional teams to ensure successful project completion.
  • Managed customer relationships through effective communication and problem solving.
  • Conducted employee performance reviews according to established timelines.
  • Provided oversight and direction to a team of remote offshore Business Analysts
  • Worked closely with operational business areas and software developers to gather and document clear business requirements to be used in the development of new admin systems and processing platforms for the insurance industry • Developed clear plans for project goals to meet established delivery dates and contractual requirements with client
  • Effectively collaborated with all key stakeholders in the software development process across remote teams
  • Redesigned and implemented template for gathering and documenting business requirements

Sr Operations Manager, Claims

Transamerica Life and Protection
Exton, PA
03.2007 - 04.2018
  • Led a dynamic team of claims examiners and customer contact specialists in a fast-paced, high-production environment, ensuring optimal performance and adherence to quality standards.
  • Fostered strong partnerships and provided ongoing oversight of offshore teams, maintaining effective communication and collaboration to achieve operational objectives.
  • Monitored and tracked progress against established goals and contractual requirements with clients, ensuring alignment with key performance indicators (KPIs) and standards.
  • Developed and executed a comprehensive cross-training plan to leverage offshore resources, enhancing onshore efficiency and maximizing team capabilities.
  • Spearheaded the creation and implementation of new procedures and training guidelines for a pilot program of work share with offshore teams, driving operational improvements and efficiency gains.
  • Provided mentorship and coaching to team members and peers, identifying areas for improvement in quality, processes, and productivity and implementing targeted solutions.
  • Collaborated closely with system developers to capture and define business requirements for the implementation of a new administration system, ensuring alignment with operational needs and objectives.
  • Proficiently processed a wide array of policies including Medicare, Medicaid, Medicare Supplement, Retiree Medical, Health, Life, Credit, and Gap policies, ensuring accurate and timely adjudication.
  • Applied specialized knowledge and expertise in insurance policies to review, investigate, and settle claims according to policy terms, internal procedures, and regulatory requirements.

Education

Associate of Arts - General Studies

Montgomery County Community College
Blue Bell, PA

Skills

  • Project Management
  • Operations Management
  • Process Optimization
  • Stakeholder Management
  • Requirements Gathering
  • User Acceptance Testing

Certification

  • HIPPA Certified
  • SOX Compliant

Timeline

Lead Business Analyst

Medical Guardian
08.2021 - Current

Functional Manager, Technology Operations

Tata Consultancy Services(TCS)
04.2018 - 08.2021

Sr Operations Manager, Claims

Transamerica Life and Protection
03.2007 - 04.2018

Associate of Arts - General Studies

Montgomery County Community College

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Megan K. Shaw