Monica Franklin
Columbus,GA
Summary
Multifaceted Business Analyst with expertise in many areas of business. Excellent time management, analytical and problem-solving abilities. Objective is to obtain a Business Systems Analyst position in an area that will benefit from obtained skills and experience as well as offer the opportunity for increasing levels of responsibility and professional grow
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work History
CSBD Production Support- Business Analyst III
Anthem, BCBS
Midland, GA
11.2020 - Current
- Investigates and documents escalated issues and possible solutions to complex, moderately complex problems to determine root cause to over 400 complex issues per year
- Documents root cause and provide solutions
- Consults with additional technology resources to solve issues requiring other specialized technical support
- Ensure the appropriate escalation process is followed including open flow of information within the organization and with business, Enterprise Benefit Administration (EBA) & IT partners
- Track trends and report issues to management, providing recommendations for processes and/or systematic solutions to reduce production issues
- Participate in and/or facilitate resolution of core issues with various team members to meet turnaround Time (TAT) performance
- May provide training to customers on software applications and prepare operations, procedures, and methods documentation.
Execution Readiness – Business Analyst II
Anthem, BCBS
Midland, GA
07.2019 - 11.2020
- Accountable for end-to-end resolution of all reported incidents and inquiries
- Provided issue management by coordinating proper resources for resolution of high severity issues in a timely manner
- Triaged wide range of production issues; perform research & analysis required to determine root cause
- Analyzed complex end-user needs and develops specific business application software requirements to resolve production issues
- Routed work to appropriate areas for further analysis as required or into appropriate process for resolution (e.g
- LO, SSCR)
- Performed analysis, testing and follow-up on all production support issues and/or inquiries
- Responsible for coordination with technical teams and any other areas required for issue/inquiry resolution
- Produced or requested impact reports to identify claims impacted by a resolved system issue and ensure claims are adjusted
- Assess risk, ensure business partners understand risk/impact and assist in prioritization of production issues
- Analyzed system issues to evaluate root cause and design/develop solutions to mediate issue.
Business Analyst I
Anthem, BCBS, Account Implementation Group Services
Midland, GA
09.2016 - 07.2019
- Analyze complex business needs of assigned groups in the East & Central Region
- Facilitate client meetings
- Research and documents business issues
- Serves as a liaison between clients, vendor, EDI and National IT
- Translate business needs into application software requirements
- Works with full implementations team to ensure requirements are incorporated into the system
- Develops working relationships with internal and external team members
- Written and oral communication skills
- Peer to Peer support
- Perform various test on electronic files
- Complete mapping documents
- File testing of Eligibility files
- Knowledge of Enrollment & Billing
- Root cause analysis experience
- Knowledge of Agile
- Create SSCR & Jira Biz/Enterprise tickets
- Write System Requirements for WGS
- Project Management – Manage Projects
- Work closely with Membership team to resolve eligibility and membership issues
- Support new and existing Group Service WGS Business for accounts with up to 150,000 members.
Senior Correspondence Analyst
Anthem, BCBS
Midland, GA
02.2012 - 09.2016
- Maintained files that detailed correspondence activity
- Prepared periodic reports
- Thoroughly documented inquiry outcomes for accurate tracking and analysis
- Provided external and internal customers with requested information
- Responded to customer’s questions via telephone and written correspondence regarding benefits, providers, contracts, eligibility, and claims
- Analyzed issues and educate members
- Researched to respond to inquiries and interprets policy provisions to determine most effective response
- Acted as a subject matter expert
- Assisted associates in CCR I and II roles in resolving complex customer problems, issues, or concerns
- Assisted as OE support
- Peer to Peer support.
Education
Bachelor of Science - Technical Management Degree
DeVry University
Alpharetta, GA 08.2005 - 06.2009
Skills
Microsoft Office
Timeline
CSBD Production Support- Business Analyst III
Anthem, BCBS
11.2020 - Current
Execution Readiness – Business Analyst II
Anthem, BCBS
07.2019 - 11.2020
Business Analyst I
Anthem, BCBS, Account Implementation Group Services
09.2016 - 07.2019
Senior Correspondence Analyst
Anthem, BCBS
02.2012 - 09.2016
Bachelor of Science - Technical Management Degree
DeVry University
08.2005 - 06.2009