Misty Williams
Colorado Springs,CO
Summary
Dedicated and customer-oriented professional with over 13 years of experience in understanding and addressing customer needs, resolving issues, and implementing solutions that enhance user satisfaction and operational efficiency. Eager to leverage strong communication skills and analytical expertise to drive exceptional customer service outcomes in a new organization.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Business Analyst
Zurich North America
12.2010 - 11.2023
- Stakeholder Engagement: Acted as a key liaison between technical teams, business stakeholders, and external partners. Effectively communicated needs and ensured alignment with goals, fostering strong relationships and trust.
- Solution Implementation: Collaborated with external customers and technical teams to set up and manage new FTP feeds. Assessed potential solutions and validated their effectiveness to meet business needs.
- Customer Issue Resolution: Worked closely with external customers to troubleshoot and resolve technical issues related to FTP feeds. Provided timely support and guidance, leading to increased customer satisfaction and retention.
- Testing and Quality Assurance: Coordinated user acceptance testing for multiple applications with external customers. Gathered detailed feedback, validated functionality, and ensured that the final product met customer expectations, providing comprehensive feedback to the development team to enhance the user experience.
Customer Resolution Liaison
Zurich North America
12.2006 - 12.2010
- Process Documentation: Created and maintained comprehensive process documentation (Care Agreements) for claim intake, including company details, contacts, intake instructions, and links to additional documentation
- Analytics and reporting: Analyzed intake trends, customer complaints, and feedback to identify potential areas for improvement in processes, data, or agreement documents
- Cross-Functional collaboration: Collaborated with various teams, including quality, customer development, management, and both internal and external customers, to resolve a myriad of issues
Education
Associate of Arts - Incomplete
The Art Institute of Colorado
Denver, COSkills
- Strong communication skills
- Technical Writing
- Microsoft Office Suite
- JIRA
- Visio
- Salesforce (CRM)
- Scrum Master training
Certification
CBAP Certified business Analyst professional - IIBA
Timeline
Business Analyst
Zurich North America
12.2010 - 11.2023
Customer Resolution Liaison
Zurich North America
12.2006 - 12.2010
Associate of Arts - Incomplete
The Art Institute of Colorado