Open to opportunities

Monica Franklin

@monicafranklin

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Experienced business analyst driving process improvements and data-driven solutions.

United States

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What I'm looking for

I am seeking roles where I can lead process improvements, bridge business and IT, manage projects end-to-end, mentor teams, and drive measurable operational efficiencies.

I am a multifaceted Business Analyst with extensive experience in project management, process improvement, and technical analysis. I have led end-to-end projects, collaborated with developers and stakeholders, and managed escalations to deliver on-time, on-budget solutions.

Across roles at Elevance Health, I analyzed workflows and systems, performed root cause analysis on hundreds of issues annually, and contributed to a 25% improvement in turnaround time. I serve as a liaison between business and IT, facilitate UAT, and document requirements clearly for implementation.

I prioritize continuous improvement and clear communication, mentoring new analysts and using tools such as JIRA, Confluence, SQL, and SDLC practices to reduce production issues and streamline operations.

Experience

Work history, roles, and key accomplishments

Process Expert II

Elevance Health

Jan 2024 - Apr 2025 (1 year 3 months)

Analyzed workflows, processes and systems to identify improvements and supported intake site oversight; developed and tested process improvement solutions and assisted in project planning and status communications.

Process Improvement Project Planning Testing Mentoring Documentation

Business Analyst III

Elevance Health

Jan 2020 - Jan 2024 (4 years)

Investigated and documented escalated issues, managed end-to-end projects delivering on time and on budget, and collaborated with developers and partners to resolve over 400 issues per year and improve turnaround time by 25%.

Root Cause Analysis Project Management Stakeholder Management UAT Jira Requirements Gathering Data Analysis

Business Analyst II

Elevance Health

Jan 2019 - Jan 2020 (1 year)

Coordinated resources for high-severity issue resolution to meet SLAs, analyzed end-user needs to develop software requirements, and assessed risk to prioritize production issues.

SLA Risk Assessment Jira Prioritization

Business Analyst I

Elevance Health

Jan 2016 - Jan 2019 (3 years)

Translated business needs into application requirements, served as liaison among clients, vendors and national stakeholders improving communication efficiency by 10%, and supported UAT and implementations for accounts up to 150,000 members.

UAT Confluence EDI Documentation

Senior Correspondence Analyst

Elevance Health

Jan 2012 - Jan 2016 (4 years)

Responded to customer inquiries on benefits, eligibility and claims, acted as SME, assisted in resolving complex issues and documented outcomes for tracking and analysis.

Subject Matter Expertise Documentation Mentoring Analysis