Jackie Allison
Business Systems Analyst
Erie
Summary
I offer a solid foundation in analytical thinking and problem-solving, ready to learn and grow in collaborative environment. I bring an understanding of business processes and data analysis, paired with strong skills in SQL and project management tools. I am ready to use and develop my analytical and technical abilities in the Protective Intelligence Analyst role.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Business Systems Analyst
EnGen
03.2022 - Current
- Subject Matter Expert (SME) for two key end-user customer service applications, contributing to project delivery and implementing application enhancements to improve functionality and enhance user experience.
- Collaborate with clients to gather essential requirements, ensuring successful project outcomes.
- Responsible for full project lifecycle, from requirements gathering and stakeholder management to delivery and client demonstration.
- Create focused solutions for application defects.
- Train business personnel in use of systems and applications.
- Coordinate data migration and consolidation efforts.
- Develop comprehensive documentation to support end-users and facilitate future enhancements.
- Enhance user experience with thorough testing and troubleshooting of software applications.
- Lead project scoping sessions, defining tasks in collaboration with developers and product owners.
- Facilitate communication between technical and non-technical team members, ensuring alignment across all parties involved.
- Manage multiple projects simultaneously, consistently meeting deadlines while maintaining a high standard of quality.
- Lead cross-functional teams to deliver complex system integrations, ensuring seamless business operations.
- Responsible for facilitating business and technical transition meeting from the product engineering team to the platform production support team.
Quality Coordinator
Highmark Health
03.2015 - 01.2022
- Conducted individual and employee performance evaluations in accordance with industry guidelines, contractual obligations, and organizational policies and standards.
- Performed quality assessments on employee's customer and provider interactions across various product lines.
- Evaluated and provided feedback on trainees' performance.
- Delivered training to external partners on product details and quality processes and procedures as required.
- Facilitated mock call sessions with new customer service representatives to enhance their readiness for live customer interactions.
- Coached team members on unfamiliar processes and products, offering ongoing support post-training.
- Contributed to the improvement and optimization of daily operational workflows.
- Independently managed daily tasks with a high level of efficiency and accountability.
Spending Account Customer Service Representative
Highmark Health
08.2010 - 03.2015
- Properly handled customer phone calls in a professional and timely manner
- Maintained a knowledge base for a multitude of spending accounts
- Spoke to producers and brokers on behalf of the member to resolve issues.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company.
- Collaborated with other departments to solve discrepancies.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Unit Director
Gannondale
07.2007 - 08.2010
- Supervise daily activities of female juvenile delinquents and dependents that were committed to placement by the state.
- Responsible for the development, implementation and evaluation of individual service plans and treatment of residents.
- Responsible for all court related documents including court reports, monthly updates and discharge reports.
- Delegation and management of the counseling staff.
- One-on-one counseling with residents.
- Certified in de-escalating heightened and aggressive residents including but not limited to verbal commands, escorting and physical restraining.
Education
Bachelor of Science - Criminal Justice
Gannon University
Erie, PA 05.2001 -
Skills
Process documentation
Workflow Analysis
Gap analysis
Use case development
Functional specifications
User acceptance testing
Agile expertise
Cross-functional collaboration
Excellent communication
Team collaboration
Adaptability
Problem-solving
Certification
Scaled Agile Framework Agilist (SAFe Agilist) - Scaled Agile, Inc.
Timeline
Business Systems Analyst
EnGen
03.2022 - Current
Quality Coordinator
Highmark Health
03.2015 - 01.2022
Spending Account Customer Service Representative
Highmark Health
08.2010 - 03.2015
Unit Director
Gannondale
07.2007 - 08.2010
Bachelor of Science - Criminal Justice
Gannon University
05.2001 -
Scaled Agile Framework Agilist (SAFe Agilist) - Scaled Agile, Inc.
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