Thomas Palmer
Fort Wayne,IN
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Senior Analyst, Business Systems Analysis
Lincoln Financial Group
09.2012 - Current
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Nurtured strong working relationships with clients, ensuring their needs were met while exceeding expectations on deliverables.
- Collaborated with stakeholders to identify business needs and data sources.
- Generated ad-hoc reports to evaluate specific business requirements.
- Identified and resolved problems through root cause analysis and research.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Validated results and performed quality assurance to assess accuracy of data.
- Queried databases for information needed for report processing.
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
- Played a pivotal role in the successful completion of high-stakes projects by providing crucial analytical support and insights.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Developed and maintained courteous and effective working relationships.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Developed strong communication and organizational skills through working on group projects.
- Worked effectively in fast-paced environments.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Paid attention to detail while completing assignments.
Senior Business Analyst
Lincoln Financial Advisors
11.2005 - 11.2007
- Mentored junior analysts on best practices for business analysis techniques, fostering professional growth within the team.
- Updated and developed scripts and queries to extract and analyze data from multiple sources.
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Collaborated with stakeholders to define project objectives and criteria.
- Identified patterns and trends in large data sets and provided actionable insights.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Facilitated requirement gathering workshops, resulting in clear project objectives and deliverables.
Customer Service Representative
Lincoln Financial Group
07.2004 - 11.2005
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Updated account information to maintain customer records.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Maintained up-to-date knowledge of product and service changes.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Provided primary customer support to internal and external customers.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Business Analyst
IBM Global Services
06.2002 - 07.2004
- Generated ad-hoc reports to evaluate specific business requirements.
- Boosted customer satisfaction levels by identifying areas of improvement and proposing actionable solutions.
- Surveyed clients to ascertain requirements and expectations for product.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Supported software development projects by defining clear requirements and effectively communicating them to technical teams.
- Conducted interviews with key business users to collect information on business processes and user requirements.
- Collaborated with stakeholders to identify business needs and data sources.
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Paid attention to detail while completing assignments.
- Learned and adapted quickly to new technology and software applications.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Education
Bachelor of General Studies With A Minor in Psych - Social And Behavioral Sciences
Purdue Fort Wayne
Fort Wayne, IN05.2013
Skills
- Business Analysis
- Knowledge of business operations
- Specifications Documentation
- System Analysis
- Root Cause Analysis
- Data Analysis
- Team Collaboration and Leadership
- Multiple Priorities Management
- Client Relationship Management
- Technical Support
- MS Excel
Certification
Professional Development:
- Fellow Life Manage Institute (FLMI)
- Associate, Customer Service (ACS)
- Associate, Annuity Products and Administration (AAPA)
- Associate, Insurance Agency Administration (AIAA)
- Associate, Insurance Regulatory Compliance (AIRC)
- Associate, Reinsurance Administration (ARA)
Timeline
Senior Analyst, Business Systems Analysis
Lincoln Financial Group
09.2012 - Current
Senior Business Analyst
Lincoln Financial Advisors
11.2005 - 11.2007
Customer Service Representative
Lincoln Financial Group
07.2004 - 11.2005
Business Analyst
IBM Global Services
06.2002 - 07.2004
Bachelor of General Studies With A Minor in Psych - Social And Behavioral Sciences
Purdue Fort Wayne
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