Open to opportunities

terri robinson

@terrirobinson

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Experienced Senior Business Analyst with a focus on process optimization.

United States

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What I'm looking for

I am looking for a role that offers opportunities for growth and challenges in process improvement.

As a Senior Business Analyst at Accenture, I have honed my skills in analyzing and optimizing business processes, ensuring compliance with state requirements, and training team members. My role involves creating and monitoring service requests, testing system requests, and developing policies that enhance operational efficiency.

Throughout my career, I have successfully managed communication between departments, ensuring that all stakeholders are informed and aligned. I take pride in my ability to create detailed reports and documentation that support decision-making and improve service delivery. My experience in customer service has also equipped me with the skills to handle complex inquiries and resolve issues effectively.

Experience

Work history, roles, and key accomplishments

Current

Sr. Business Analyst TPL National Team

Current

Accenture

Dec 2016 - Present (8 years 7 months)

Reported weekly to HIPP-IPPA Department Supervisors and Leadership on agents' staff during the annual renewal period. Created and monitored Tort and HIPP-IPPA Applications service requests, change requests, and incidents, following through the entire process until resolution.

Business Analysis Process Improvement Microsoft Office Suite Data Analysis Communication Documentation Reporting Stakeholder Management Training

Sr. Insurance Examiner TPL HIPP-IPPA

Chasesource/Texas Medicaid & Healthcare Partnership (ACS)

Feb 2012 - Present (13 years 5 months)

Processed incoming telephone inquiries regarding payments, application processes, and general information about the TPL HIPP-IPPA Program. Indexed documents to correct cases, reviewed documentation for state guideline compliance, and made outbound calls to obtain additional information.

Customer Service Data Entry Conflict Resolution Reporting Communication Documentation Case Management Quality Assurance

Customer Service Representative

Golfsmith International Headquarters/Express Personnel Emplo

Dec 2011 - Present (13 years 7 months)

Prioritized daily workload to efficiently address customer issues and processed customer orders in Oracle Database. Communicated with internal teams, expedited shipping, updated customer addresses, and issued return tags.

Customer Service Oracle Order Processing Communication Problem Solving Shipping & Logistics Customer Relations Data Entry Team Collaboration

Customer Service Representative

Corelogic/Bridgework Partners

Jul 2011 - Present (14 years)

Generated leads for homeowners interested in refinancing or inquiring about services, making outbound calls to prequalify them for new loans. Screened calls for multiple lenders and obtained property information for appropriate transfers.

Lead Generation Outbound Calling Customer Service Loan Origination Data Collection Communication Sales Support Financial Analysis Mortgage Prequalification

Research Utility Specialist

Field Asset Services Inc. /Leading Edge Personnel LTD

Apr 2010 - Present (15 years 3 months)

Managed foreclosed properties for various clients, including lawn preservation, utility setup, and coordinating repairs. Combined data from multiple resources to compile spreadsheets and assigned daily workflow.

Property Management Data Compilation Spreadsheet Management FASTRACK Software Utility Coordination Research Outbound Calling Client Relations

Customer Service Agent

Liquidation Channel Inc.

Jan 2010 - Present (15 years 6 months)

Processed refund requests, registered new customers, and followed up on customer issues. Processed customer orders, researched failed authorizations, and interacted with other departments to resolve customer complaints.

Customer Service Order Processing Data Entry Problem Solving Communication Database Management Customer Relations Conflict Resolution

Customer Care Assistant

Texas Medicaid & Healthcare Partnership (ACS)

Jul 2007 - Present (18 years)

Assisted providers with inquiries regarding Medicaid, including claim status, eligibility, and insurance coverage verification. Entered client insurance information, reviewed PA requests, and processed claim appeals.

Customer Service Medicaid Claims Processing Insurance Data Entry Research Problem Solving Communication

Customer Service Manager/Office Assistant

Ashley Furniture Home store

Sep 2006 - Present (18 years 10 months)

Accepted payments from customers, answered phones, performed data entry, and managed filing and scanning documents. Resolved complaints and assisted the store manager with various projects.

Customer Service Payment Processing Data Entry Document Scanning Administrative Support Multitasking Communication

Education

Degrees, certifications, and relevant coursework

Cedar Park High School

High School Diploma, General Studies

Completed high school education, gaining foundational knowledge and skills across various subjects. Prepared for further academic pursuits or entry into the workforce.