Heidi Hegney

At Brook and Whittle, I was the first analyst hired to support customer service and operations at Discount Labels on a new platform. I documented current-state workflows, wrote requirements and test cases, and presented status to operations and delivery.

At Discount Tire, I served as the primary analyst for production defects affecting store systems and customers. I traced issues across integrated systems, wrote specifications and updates for product, engineering, operations, and vendors, trained users, and followed issues through closure.

I've led UAT for Encompass mortgage origination at One American Bank and connected claims operations with IT at American Express through use cases, functional specifications, and Jira stories.

I began at QBE First, where I built Notes Genie in Excel and presented it to senior leadership, leading to a new position. I learn platforms by understanding current-state documentation, speaking directly with users, and improving documentation when it is outdated.