Teresa Clow
Mansfield,OH
Summary
Experienced Business/Requirements Analyst with over a decade of related experience. Having worked in Waterfall, Agile/Scrum and Hybrid environments, I have been an active participant in the complete SDLC for projects related to integrations, divestitures, transaction and product set up, customer service, Order Management Systems, unsupported legacy applications, 3rd party applications, inventory data, Ecommerce and Logistics, and implementing new systems. I have worked with data analysis, requirements gathering, documentation, quality assurance, UAT and training. I have a technical skill set – enabling me to clearly dialog with developers, testing teams, business users and stakeholders. By merging my enterprise experiences with entrepreneurial successes, Teresa is adept in providing comprehensive solutions to business users.
Overview
29
29
years of professional experience
Work History
Senior Business Analyst Hogan Deposits, Agiletics
Huntington National Bank
02.2019 - Current
- Managed stakeholder expectations through transparent communication and timely status updates, ensuring alignment between project deliverables and business objectives.
- Created detailed user stories for system enhancements, leading to improved functionality and user satisfaction.
- Facilitated requirement gathering workshops, resulting in clear project objectives and deliverables.
- Improved project efficiency by analyzing business processes and identifying areas for improvement.
- Focused on Hogan work for Consumer and Commercial projects
- Gathered requirements and implemented for new sub products on Hogan for Qolo Ledgering system
- Gathered requirements and implanted upgrades enhancements to the Agilitics Escrow System
- Gathered requirements and implemented work for Safebox ACH Payment Required, including future reporting
- Gathered requirements and implemented work Real Time Payments (RTP) which included a new payment processing system feed to Hogan
- Worked with the Safebox Business partners and HAWC team to create new monthly reports
- Researched, documented, and completed work for PCI and PII Data Compliance for statements
- Completed data mapping, worked with TCF to determine integration gaps and implemented work for Safebox during the TCF Integration
Senior Business Systems Analyst – Customer Choice, Billing and Credit, Collections and Revenue
AEP
06.2017 - 10.2018
- Gathered requirements, wire framed and created training documents for user screens for Customer Choice Providers
- Set up Customer Choice team on Service Now to track story cards, incidents and releases
- Worked with Product Owner and 6 operating companies to prioritize and create Billing Redesign stories and solely responsible for gathering requirements to bring stories to successful completion and delivery
- Worked with Billing team to create stories for Rate Classes, Tariffs and Securitizations
- Reviewed PUCO documents to assure all regulations were being met
- Worked with Financial, Choice Provider Support, Load Research to modify existing and create new reporting
- Worked with Collections, Credit and Revenue as lead BSA to run Demand to Delivery meetings and documentation
- Worked with 'Quick Hit Tiger Team' to bring Michigan Home Energy Management, Ohio Automated Meter Infrastructure and Critical Customer projects to completion
Senior Business Systems Analyst – Order Management Systems
DSW Designer Shoe Warehouse
08.2005 - 06.2016
- Worked with project team to collect/develop requirements, review and follow through work with development and quality assurance teams
- Presented solutions and documentation to all levels on both the business and technical side
- Maintained living requirements documents and updated as systems were modified
- Strong experience with data analysis to analyze data for reporting, trouble shooting and resolving problems
- Created first defect tracking for OMS team and set up meetings with the business to prioritize work
- Socialized the business on what and how defects were being worked
- This allowed team to work defect prioritization and ability to work in an Agile method resulting in passing of prioritized defects between team mates and input on delivery time from the business
- Worked with customer service, finance and various online sales teams to coordinate and act as lead to elicit and document needs for defects and major projects
- Created effective training documentation for management, business users and IT staff in the areas of sales audit, customer service, purchase order staff and order management staff for utilization of new systems, systems improvements and changes, defect resolution and work around designs
Senior Business Systems Analyst – Supply Chain Systems
DSW Designer Shoe Warehouse
08.2005 - 01.2016
- Collaborated with the Sales Audit, Merchandising and Purchasing teams to research current issues and trends in business processes to improve functionality, reporting and to advise of potential improvement in processes
- This resulted in more timely resolution of uncollected funds and saving man hours working issues manually
- Formulated and defined systems scope and objectives based on user needs, thorough research, data analysis and fact finding combined with understanding of systems and industry requirements
- Mined and analyzed data to research validity of reports and system upgrades
- Acted as a team leader and mentor to other members of team
- Organized onsite training with Jesta professional services to train Sales Audit and Purchase Order teams to fully utilize software resulting in time savings and producing in-depth higher quality reporting
Professional Services Analyst
NSB Group
08.2004 - 08.2005
- Attended client meetings and translated client needs into functional and technical specifications
- Worked as a liaison between development and the client to assure customer satisfaction
- Presented management a clear understanding the client’s needs and expectations
- Compared completed requirements and delivered product with client to analyze and track missed requirements, defects to create keep, add, change and delete documentation to alleviate customer frustration
Credit Marketing Portfolio Analyst
Alliance Data Systems
12.1996 - 10.2003
- Managed and composed detailed data analysis on credit customer application, retention, and performance for brick and mortar, catalogue, and web based retailers
- Collaborated with marketing coordinators in cultivating relationships with clients in order to promote brand image and increased credit sales
- Designated analyst for credit portfolios: The Sports Authority, Garden Ridge, Columbian Emerald, and Ashley Stewart
- Aided in portfolio maintenance of Victoria Secret, Lane Bryant and The Express
- Managed the creation and execution of direct mail marketing plans and programs
- Provided analysis of marketing campaigns and recommendations based on the analysis of customer trends in buying
- Tracked customer spending habits and analyzed trends over 3 month, 6 month, 9 month and 12 month periods
- Thought outside the box to provide analytical reports that the client may not be aware were useful
- Example: created basket analysis report for Garden Ridge to track per visit customer purchase areas and increase sales for looked over items
- Attended meetings with new and existing clients to anticipate future marketing and analysis needs
- Designed, created and published both standard and ad hoc reporting as requested by the client and responded to sales and marketing analytical needs
- Created and presented written and verbal presentations to marketing coordinators and client in regards to available reports, custom reports and marketing campaign concepts resulting in a higher ROI’s per campaign
Business Systems Implementation Assistant
Alliance Data Systems
01.1998 - 06.2000
- Participated in the gap analysis and development of specifications documents for credit systems
- Interacted diplomatically with a variety of individuals at various organizational levels
- Knowledge of credit operations (Recovery, Collections, Customer Service, Authorization)
- Analyzed mainframe databases with complex SQL queries to guarantee integrity of present systems, enhancements and integrations, and to certified rollouts of newly acquired clients
Collections Project Assistant
Alliance Data Systems
12.1996 - 01.1998
- Completed monthly, weekly, and daily statistical reports, requiring extensive attention to detail
- Maintained inherited and created new spreadsheets to monitor performance of entire department midrange and autodial collections associates
- Researched data to related effectiveness of current business procedures and business systems to management
- Researched new reporting techniques and software
- Responsible for working with contracted and in house software developers to learn newly implemented systems and train end users
- Loaded newly hired and maintained associate security on multiple platforms and systems
- Knowledge of RMDS, View and Deliver, CICS, Monarch, QMF, TSO
Floor Supervisor
Checkfree Corporation
01.1996 - 12.1996
- Responsible for workflow supervision of 20 plus associates in the Discover Card balance transfer division
- Handled escalated calls to assure and maintain high quality customer service
- Conducted Centre Vu phone audits to monitor associate productivity
- Completed problem resolution miscalculated transfers by working with both the customer and merchant services
- Developed tracking technique for resubmitted accounts and completed weekly reports to relate progress of division to Discover Card and Checkfree management
Education
Bachelor of Arts - English Crit. Analysis
The Ohio State University
Columbus, OH06-1994
Skills
- Requirements gathering
- Agile methodology
- User acceptance testing
- Stakeholder management
- Software development lifecycle
- Business process improvement
- Data analysis expertise
- Process mapping
- Training documentation for IT and Business Users
- Defect investigation and resolution
- Critical and Creative thinking
Timeline
Senior Business Analyst Hogan Deposits, Agiletics
Huntington National Bank
02.2019 - Current
Senior Business Systems Analyst – Customer Choice, Billing and Credit, Collections and Revenue
AEP
06.2017 - 10.2018
Senior Business Systems Analyst – Order Management Systems
DSW Designer Shoe Warehouse
08.2005 - 06.2016
Senior Business Systems Analyst – Supply Chain Systems
DSW Designer Shoe Warehouse
08.2005 - 01.2016
Professional Services Analyst
NSB Group
08.2004 - 08.2005
Business Systems Implementation Assistant
Alliance Data Systems
01.1998 - 06.2000
Credit Marketing Portfolio Analyst
Alliance Data Systems
12.1996 - 10.2003
Collections Project Assistant
Alliance Data Systems
12.1996 - 01.1998
Floor Supervisor
Checkfree Corporation
01.1996 - 12.1996
Bachelor of Arts - English Crit. Analysis
The Ohio State University
Similar Profiles
Jeff KimpanJeff Kimpan
Senior Portfolio Underwriter at Huntington National Bank/PNC BankSenior Portfolio Underwriter at Huntington National Bank/PNC Bank
Floribel ConejoFloribel Conejo
Customer Experience Banker at Huntington National BankCustomer Experience Banker at Huntington National Bank
Michael CraryMichael Crary
Customer Experience Banker at Huntington National BankCustomer Experience Banker at Huntington National Bank
Trek CiaravinoTrek Ciaravino
Customer Experience Banker at Huntington National BankCustomer Experience Banker at Huntington National Bank
Jaret ShrewsberryJaret Shrewsberry
Help Desk Analyst / Team Lead at Keno KozieHelp Desk Analyst / Team Lead at Keno Kozie