THERESA KELLY

Work History

Senior Business Analyst

Information Resource Group (IRG)

Jefferson City, MO

08.2022 - Current

Current project working with State of Missouri -Department of Elementary & Secondary Education as Business Analyst.
Executed analysis of risks and identified risk mitigation strategies in planning a new Child Care online system for Parents, Guardians and Providers.
Collaborating with internal business partners to implement change management.
Identified process inefficiencies through gap analysis and outlined sensible solutions.
Improved business direction by prioritizing customers and implementing changes based on collected feedback from stakeholders.
Assisting in evaluation and development of business requirements.
Reviewed contracts and agreements to identify potential risks and ideal mitigation.
Surveyed clients to ascertain requirements and expectations for the Child Care project and online application service.
Consulted with internal personnel to develop information systems strategies, tailoring technology purchasing and installation roadmaps to meet users' unique needs.
Supported new project initiatives by analyzing preliminary business needs and defining factors such as budget constraints, time management and resource planning.
Gathered, reviewed and reported on findings.
Identified needed business improvements and determined appropriate systems required to implement solutions.
Designed and administered user acceptance testing for State of Missouri Department of Corrections project.
Collected, defined and analyzed business requirements.

Program Development Specialist

State Of Missouri-Family Support Division

04.2018 - 07.2021

Lead for detailed program maintenance, operations and coordination with FSD Agency Policy Team with the online application and change reporting system in the Missouri Benefit Center.
Collaborated on development, roll-out, training of staff for the program operations on this new system and relayed participant feedback with management for improvements.

FSD Customer Relations Unit Call Center Supervisor

State Of Missouri - Family Support Division

Jefferson City, Missouri

01.2013 - 05.2016

Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
Supervised 8 staff in providing excellent customer service to callers requiring assistance for questions regarding and managing their benefits.

Sales and Design Consultant

High Range Designs

Victor, Idaho

08.2008 - 11.2012

Business Type: Silk Screen Resort Wear and Accessories
Developed key client relationships by providing silk screen design solutions that met needs and budgets without compromising quality or design intent.
Responded to customer requests for products, services and company information.
Cultivated customer loyalty, promoted repeat business and improved sales.

Supervisor

State Of Missouri - Family Support Division

10.2004 - 07.2008

Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
Evaluated employee performance, mentored, coached and trained to improve weak areas.
Interviewed, hired and trained new employees for production positions.
Worked with management team to implement proper division of responsibilities.

Customer Service Representative

State Farm Insurance Sales- Lisa Cravens

Columbia, Missouri

07.2003 - 10.2004

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Responded to customer requests for products, services and company information.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Claims Representative - Market Claims Office (MCO)

Allstate Insurance Company

02.2002 - 07.2003

Worked productively in fast-moving work environment to process large volumes of claims.
Examined reports, accounts and evidence to determine liability, integrity and accuracy of information for both auto and medical claims.
Interviewed policyholders to verify information and obtain additional details.
Proposed settlements for uncomplicated issues to resolve claims.

Income Maintenance Supervisor I

State Of Missouri-Family Support Division

01.2000 - 02.2002

Supervised 10 employees both on-site and off-site at a local hospital.
Observed guidelines, specifications and detailed instructions to meet strict operational requirements.
Paid close attention to guidelines, specifications and detailed instructions to continuously adhere to strict Federal and State regulations.
Onboarded new employees with training and new hire documentation.
Maximized performance by monitoring daily activities and mentoring team members.
Evaluated employees' strengths and assigned tasks based upon experience and training.
Delivered feedback to decision-makers regarding employee performance and training needs.
Reviewed performance data to monitor and measure productivity, goal progress and activity levels.

Quality Control Analyst

State Of Missouri - Family Support Division

01.1995 - 01.2000

Inspected recipient monthly benefits and compared against standards to meet Federal and State regulatory requirements.
Inspected staff case actions for adherence to policy and regulations as well as company quality standards.
Identified and resolved variances to bring products in line with requirements.
Conducted data review and followed standard practices to find solutions.
Determined root cause of deviations and non-conforming results and implemented appropriate corrective and preventive actions throughout product development process.

Income Maintenance Caseworker

State Of Missouri-Family Support Division

Independence, Missouri

01.1990 - 01.1995

Determined if applicants met eligibility for public assistance programs.
Made referrals to appropriate services.
Operated computer and imaging equipment to retrieve and enter data into electronic case records.
Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
Assessed information gleaned from interviews, educational, and medical records, consultation with other professionals and diagnostic evaluations to identify clients' abilities, needs and eligibility for services.
Developed extensive fact-checking and research skills as result of continuously reviewing different programs and options.

Small Business Co-Owner

Sunshine Pet Shop

08.1983 - 12.1989

Promoted business via social media to generate leads and maximize brand identity.
Provided elite customer service by resolving escalated problems and calmly responding to shifting priorities.
Fulfilled customer product needs by completing all purchase orders and customer invoices.
Oversaw business budget planning and administration, accounting functions, purchasing and bi-weekly payroll to handle financial needs.
Oversaw long-term planning, staff hiring and training, and procedure development as part of business operations.
Coached and mentored employees through effective recruitment, hiring and goal setting methods.
Managed purchasing, sales, marketing and customer account operations efficiently.
Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Built loyal account base and long-term business relationships with internal and external accounts.
Maintained cleanliness and organization of sales floor and back room workspace, working closely with employees to systemize tasks.
Trained new employees on proper protocols and customer service standards.
Supervised creation of exciting merchandise displays to catch attention of store customers.
Interacted well with staff and customers to build connections and nurture relationships.
Delegated routine and specialty daily tasks to employees, streamlining daily progress and efficiency.

Summary

Overview

Work History

Senior Business Analyst

Program Development Specialist

FSD Customer Relations Unit Call Center Supervisor

Sales and Design Consultant

Supervisor

Customer Service Representative

Claims Representative - Market Claims Office (MCO)

Income Maintenance Supervisor I

Quality Control Analyst

Income Maintenance Caseworker

Small Business Co-Owner

Education

Bachelor of Science - Interior Design

Skills

Timeline

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