Vickie Evans
Stafford,VA
Summary
Experienced Systems Business Analyst and Scrum master with over 20 years of Experience in the IT Industry. Looking to explore working in other industries outside of insurance. Detail-oriented Systems Analyst with 23 years of experience diagnosing computer system inefficiencies and devising innovative solutions. Established authority on swift identification of IT deficiencies and accurate reporting to senior personnel for improvement. Team-oriented professional with inherently collaborative approach to project completion. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
23
23
years of professional experience
1
1
Certification
Work History
SR Systems Analyst II
GEICO
01.2006 - Current
- Daily practices with Agile methodology including SCRUM meetings, sprint planning, retrospectives, and backlog grooming
- Previous experience with Waterfall methodology involving dependencies on multiple areas
- Work with business partners to design solutions within Salesforce Service Console to increase customer satisfaction by offering self service capabilities through BOT and/or Chat agents
- Implementing CRM allows GEICO to gain a 360 view of customers so features can be implemented to meet customer needs when needed
- Was a key participant in implementing a project that allowed customers to make 1 change of address. A case was then opened in Salesforce and an agent would then make the remaining address changes on other policies the customer has
- This decreased the number of online changes done by customers for change of address by 30%
- Experienced with large scale project management across multiple teams and departments
- Headed large complex projects such as implementing GEICO’s first iOS application
- This project increased self-service and decreased call volumes by 7%
- Coordinated multiple projects resulting in: Usage of FAQ’s and decrease in call volumes by 10%
- Improve the customer sales application by offering different quote packages and customization options
- Make incremental improvements across all customer facing applications by performing A/B testing(experiments) to move KPI such as an increase in quote starts, quote completions, endorsement starts or completions
- Implement chat within mobile applications for iOS and Android resulting in a decrease in call volumes and an increase in self-service through the mobile application by 18%
- Increase our retention of customers by implementing a Retention tool within the Salesforce Agent Console that offers the agents the steps and tools they need to retain a customer, while capturing the reasons for wanting to leave for metrics gathering.
- Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.
- Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
- Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
- Communicated and explained business requirements to team members to understand and implement functional demands.
- Collaborated with upper management to drive strategy and implement new processes.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Gathered requirements and performed gap analysis through design workshops with users.
- Monitored employee tasks to gauge business functions and inefficiencies.
- Improved systems with addition of new features and infrastructure.
- Assessed business requirements to create focused solutions.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Resolved or escalated problem tickets to resolve user issues.
- Conducted interviews with potential clients to assess system performance needs, budgets and other factors.
- Trained junior personnel in Project management during onboarding and through remedial education.
Business Analyst I
GEICO
01.2001 - 01.2006
- Collaborated with stakeholders to define project objectives and criteria.
- Performed gap analysis to identify areas of improvement.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
- Conducted interviews with key business users to collect information on business processes and user requirements.
- Created dashboards to monitor and track key performance indicators.
- Generated ad-hoc reports to evaluate specific business requirements.
Education
Some College (No Degree) -
Northern Virginia Community College
Annandale, VASkills
- Change Management
- System Analysis
- End-User Support
- Requirements Gathering from Business or management
- User Requirements
- Project Documentation
- Salesforcecom
- Project Management
- Scrum and Agile methodologies
- Writing and executing test cases
- Flow charts
- User Requirements
- Project Documentation
Leadership Experience
Collaborated with beauty brands on sponsored content, product reviews, and social media campaigns, generating revenue and building brand partnerships.
Certification
- Certified CSPO
Timeline
SR Systems Analyst II
GEICO
01.2006 - Current
Business Analyst I
GEICO
01.2001 - 01.2006
Some College (No Degree) -
Northern Virginia Community College
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