JIRA
Sara Walker
Business Systems Consultant
Hesperia,MI
Summary
Business Systems Consultant with 10 years of comprehensive experience maintaining and developing healthy relationships with clients. Certified Tester Foundational Level (CTFL) from ISTQB. Committed to providing support for all business projects to achieve success under critical deadlines. Expertise in business analysis and testing development. Proactive professional with commercial approach to solving problems.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Business Systems Consultant
Gerber Life Insurance Company
Fremont, MI
04.2021 - Current
- Provide technical support to contact center of 200+ employees through system issue triage, validation and data gathering.
- Facilitate implementation of monthly and yearly business initiatives to enhance productivity.
- Ensuring execution and completion of essential testing and communication within contact center.
- Work with Project Management Office and system developers to assist in creating requirements, test plans, test cases, acceptance criteria and final user acceptance testing.
- Deliver 6 verification and validation of scheduled deployments within first 6 months of employment.
- Developed and maintained long-term relationships with clients, fostering strong service bonds.
- Coordinated support responses to customer issues, verifying closure of concerns and correction of deficiencies.
- Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
Scheduling Analyst
Gerber Life Insurance Company
Fremont, MI
04.2015 - 04.2021
- Managed business closure impact assessment documents.
- Identify opportunities and recommend changes to improve efficiency in staffing and scheduling parameters for 200+ contact center agents.
- Manage overtime scheduling and out of office shrinkage to adhere to planned staffing forecasts and overtime budget.
- Develop accurate 3 month and 6 week forecasts and schedules for workload, staff shrinkage, and agent occupancy.
- Produce and distribute audience-relevant reporting to/for agents, supervisors, managers and executive staff on behalf of KPI reporting.
Agency Support Specialist
Gerber Life Insurance Company
Fremont, MI
01.2015 - 04.2015
- Recorded product or service failure complaints and notified appropriate departments.
- Answered average of 20-30 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
Licensed Customer Service Representative
Gerber Life Insurance Company
Fremont, MI
10.2011 - 01.2015
- Provided primary customer support to external customers.
- Responded to customer requests for products, services and company information.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
Education
Bachelor of Science - Business Management
University of Phoenix
Tempe, AZ 01.2019 - 11.2019
No Degree - Hospitality And Tourism
Trine University
Angola, IN 08.2007 - 12.2010
Skills
Data management
Technical communication skills
Technical troubleshooting
Jira issue tracking
Testing procedures
Technical Analysis
Teamwork
Conflict resolution
Good telephone etiquette
Written Communication
Computer proficiency
Certification
Certified Tester Foundation Level (CTFL)
Software
XMatters
Genesys
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Don't you dare underestimate the power of your own instinct.
Barbara Corcoran
Timeline
Certified Tester Foundation Level (CTFL)
10-2021
Business Systems Consultant
Gerber Life Insurance Company
04.2021 - Current
Bachelor of Science - Business Management
University of Phoenix
01.2019 - 11.2019
Scheduling Analyst
Gerber Life Insurance Company
04.2015 - 04.2021
Agency Support Specialist
Gerber Life Insurance Company
01.2015 - 04.2015
Licensed Customer Service Representative
Gerber Life Insurance Company
10.2011 - 01.2015
No Degree - Hospitality And Tourism
Trine University
08.2007 - 12.2010