- Provided Tier 1 Support to a complex, rapidly evolving suite of SaaS customers utilizing ETL solutions for claims data, enrollment reconciliation, and invoicing. - Provided coaching to stakeholders on technology use, functionality, best practices and training collateral. Clarified feedback and communicated with customers from a wide range of technical aptitudes. - Inspected import and export data files of multiple formats and purposes, documenting scenarios and customer requirements for the review of data engineers. - Tested customer feedback of application functions, correlating functions to specific code. Collaborated with application developers in JIRA to document initiatives and validate performance updates. - Clarified customer enhancement requests, providing feedback to Account Managers, Data Engineers, and Application Developers. Documented business case, scope, and urgency using JIRA tools. - Supported data implementation projects, gathering customer data requirements, use case scenarios, documenting errors, providing training and fostering positive customer engagement. - Performed basic SQL queries to inspect data tables, perform simple joins, research errors, and generate reports for customers.

Maryland Health Benefit Exchange | Mar 2017 - Aug 2022

Business Analyst

- Used Salesforce and Excel to track multiple categories of case inventory data on daily, monthly, and annual frequencies, reporting on SLA expectations and offering process recommendations to increase interdepartmental efficiency between call center, case worker, and technical/EDI teams. - Utilized Pivot Tables, Pivot Charts, VLookup, and Nested IF statements in Excel to clean and transform data, presenting summaries to management. - Guided project requirements to establish an interagency reconciliation process, aligning 8,000–36,000 aggregate records on government and insurance databases. - Designed custom pages in Google sheets to link call center staff in real time for efficient handling of 50-150 insurance enrollment / EDI (Electronic Data Processing) tasks. - Solved consumer inquiries regarding insurance effective dates and financial disputes, fixing root causes of business, technical, and electronic data (EDI) errors. - Defined business process, tested, trained, and supported implementation of custom Salesforce features and calculators for business and technical users. - Performed business stakeholder testing for website enhancements, collaborating with testing, project management, and developer teams to validate functionality, identify bugs and refine stakeholder requirements.

HealthCare Access Maryland | Jun 2014 - Mar 2017

Data Specialist

- Developed calculator tools in Microsoft Excel for 50 application support staff and hosted trainings to foster adoption of their use. This automated benefit eligibility calculations, reducing manual errors and increasing efficiency. - Utilized SharePoint and Excel to track task customer escalation inventory, reporting on root causes, trends, and volume to team managers. - Developed training collateral for an insurance enrollment website, including technical application guidelines, best practices, insurance terminology and state eligibility policy. - Collaborated to develop Standard Operating Procedures and write a department handbook.

Catholic Social Services of Washtenaw County | Mar 2010 - Mar 2014

Case Manager / Outreach Specialist

- Led outreach pilot program to provide assistance to frequent utilizers of emergency services, doubling program scope in two years. - Creatively leveraged 911 call data to categorize consumer trends and optimize intervention strategies.

My Education

Take a look at my formal education

Coursework in Introduction to PythonBaltimore Community College | 2023

Data Analytics Certificate in SQL | Python | Excel | Data VisualizationSpringboard | 2021

Bachelor's degree in SociologyOakland University | 2009

About Me

Seasoned analyst with ten years of experience in technical customer support and data analysis. Excellent coaching and written communication skills. Demonstrated ability to bring products to greater maturity by coordinating solutions among technical

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