An accomplished educator, professional, and project manager with proven expertise in Business Development, Project Coordination, Project Management, Documentation Specialist, Education Program Design, Training, Business Analysis, Relationship Management, Process Development and Improvement, and Quality Assurance Testing and Customer Service excellence

Professional Experience

Confidential, Oakbrook, IL. 06/2011-Present
Senior Business Analyst

• Provide analytical and operational support for the business unit and newly developed Voice Response System;
• Track, maintain, analyze and provide current information on business operations and key performance indicators;
• Monitor and coordinate activities to support operational performance management;
• Prepare and analyze detailed standard and non-standard reports;
• Develop, organize and present performance reports for both internal and external use;

Confidential, IL. 01/2011 06/2011
Permanent Substitute Teacher

• Provide Math, Reading Instruction and Tutoring to students in grades 9th-12th;
• Prepare and administer weekly lesson plans for Algebra I and Algebra II classes;
• Prepare and administer weekly tests to students on their grasp of information presented throughout the week;
• Grade papers and record quiz and test results;
• Manage classroom environment;
• Promote student learning;

Confidential, IL, 2008-2011
Owner/Operator

• Educated and mentored elementary students in grades K-8;
• Developed reading and mathematics educational curriculum for elementary students;
• Identified new areas for learning and emerging trends;
• Implemented processes and procedures for daily educational operations;
• Developed marketing strategies and brochures;
• Provided customer service and outreach working with parents and leaders throughout the community;
• Recruited qualified teachers and staff;
• Provided leadership, direction, and training to staff.

Confidential,Chicago, IL, 2006-2008
Unit Clerical Manager

• In Nursing Services, managed, researched and resolved provider issues on a daily basis to ensure call quality and ease of use of physician portal and future service enhancements and training;
• Managed hospital administrative/clerical staff of 50 employees ensuring daily compliance of business strategies, policies and procedures;
• Identified and developed strengths in staff members, work collaboratively with staff members to improve skills as needed or deficiencies are identified;
• Spearheaded development and implementation of new processes and procedures that adhered to business strategies and departmental goals;
• Translated organizational needs into written project plans which matched current business objectives;
• Managed and prioritized time and resources to ensure projects are completed within specified time period and parameters;
• Created and conducted training programs customized to target the specific needs of new and existing employees;
• Trained and managed implementation and learning of new Epic online medical administration portal;
• Established partnership with management, staff and clients to ensure work priorities were appropriately managed and expected results achieved;
• Measured/monitor employee performance;
• Managed daily operations and provided direct supervision to union personnel.
• Conducted employee annual reviews and salary administration;
• Performed human resource functions for departmental staff including interview, hiring, payroll, and training;

Confidential, Northbrook, IL, 1985-2006
Project Management/Business Analyst/Quality Assurance Analyst

• Established and maintained business client and vendor relations to gather and appropriately implement overall project objectives, requirements, design specifications and deliverables;
• Assisted in defining, negotiation, communicating, implementing and monitoring quality standards on all project deliverables;
• Assisted in creating and maintaining a project schedule, which defines activities, sequence, dependencies, work effort, duration and associated resource requirements;
• Planned and managed internal and external project communications, ensuring effective exchange of project information and deliverables;
• Ensured that the product(s) met the needs of clientele from a functional perspective while still complying with industry standards;
• Served as subject matter expert on assigned IT projects, enhancements and data support;
• Assisted in optimal knowledge transfer of business requirements to technology implementations;
• Utilized project delivery methodology and supporting management practices using risk, change, scope, time and quality management;
• Analyzed data, evaluated existing application products and recommended cost effective solutions which support business and functional systems requirements;
• Participated and lead cross-functional task forces to identify and document functional requirements, work flows, information resources, distribution paths and system specifications;
• Applied technical and business knowledge to analyze client requirements in project areas such as; IT project/product acceptance testing;
• Performed key liaison role between the technology and business areas of the organization;
• Managed multiple HRIS projects following SDLC and time management techniques;
• Answered and resolved customer service/help desk inquiries for Allstate agency support;
• Investigated and resolved small to large and complex policy issues, i.e. billing, coverage and rating of P&C lines of insurance;
• Managed all phases of projects working closely with clients, business leads, developers and QA testers;
• Assisted Quality Assurance team to ensure documented system requirements were appropriately translated into test case scenarios and successful completion of test plans;
• Analyzed impact of proposed solution across the business, developed use cases to exhibit business requirements/specifications and contributed a business or process perspective during design reviews;
• Facilitated implementation of new functionality through mock system flow screen presentations with supporting documentation;
• Troubleshot and addressed systems issues and recommended systems improvements; (2001-2006) Education Coordinator/Training Specialist
• Proposed, created, designed, and established company policies and procedures for administering Allstate’s New Employee Mentoring program;
• Created Allstate’s employee development program for new and existing employees. (1998-2001) Staff Analyst/Project Coordinator/Senior Programmer
• Established and organized project team(s) for delivery of project requirements;
• Designed and programmed Agent input screens for successful implementation of the Allstate Boechk Calculator used by Allstate agents throughout the company locations. (1993-1998)

Technical Competencies

Hardware: Macintosh, AS400, IBM Mainframe, Windows;

Languages: TSO/ISPF, CICS, COBOL, Cross System Product (CSP), Basic;

O/S: Windows NT, Windows 2000, Windows XP/98/95/3.1, UNIX, MS-DOS, Mainframe, AS400, HTML and Web Based (Visual Basic) Design and Application Testing;

Applications: Microsoft suite office products, Microsoft office applications including Word and Outlook, Microsoft Project, Epic, Test Director, DreamWeaver.

Education

Bachelor of Science, Computer Information Systems/Business