Hi, I’m
Claire MacDonald
Business Analyst
Glasgow
Summary
Organised and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organisational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Expert on business and systems requirements, user acceptance testing and end-user training. Accomplished at leveraging past lessons to inform future decision-making.
Overview
10
years of professional experience
1
Certification
Work History
Cigna
Broker Sales and Service Manager
06.2021 - 04.2023
Job overview
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Developed and maintained relationships with customers and brokers through account development.
- Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
Cigna
Business Analyst
07.2018 - 06.2021
Job overview
- Assessed business processes and identified ways to boost improvement.
- Documented procedures and business processes and shared information with appropriate stakeholders.
- Analysed and assessed functional and organisational activities.
- Mapped current business and operational processes and recommended areas for improvement.
- Monitored resolution of bugs, tested fixes and helped developers tackle ongoing problems by providing QA perspective.
- Implemented user acceptance testing with focus on documenting defects, identifying bottlenecks and executing test cases.
- Documented testing procedures for developers and future testing use.
- Authored and maintained well-organised, efficient and successful manual test cases for entire team.
- Completed in-depth usability testing on Windows and mobile devices.
Cigna
Broker Sales and Service Manager
08.2013 - 07.2018
Job overview
- Supported sales, brokers, consultants and underwriters in marketing and sales activities.
- Completed training programs to remain updated and further develop proficiency of important industry information.
- Answered inquiries and provided information to sales representatives, distributed appropriate paperwork and fulfilled quote requests to deliver excellent broker support.
- Evaluated current processes to develop improvement plans.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Collected customer and broker feedback and made process changes to exceed satisfaction goals.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
- Monitored Sales and Service operations to assess agent performance and provide feedback.
- Implementing business processes for global offices located in Shanghai, Indonesia, Dubai, Florida, and Toronto.
- Conducted comprehensive training sessions in each of these locations, equipping call center teams with the necessary skills to seamlessly integrate new processes.
Skills
- Sales Technique Development
- Operational Efficiency
- Compliance Requirements
- Time Management
- Critical Thinking
- Information Confidentiality
- Process Improvement
- Staff Management
- Performance Tracking and Evaluations
- New Hire Training
- Customer Relationship Management (CRM) Software
Accomplishments
- I was honored to receive the prestigious Cigna Annual Star Award, surpassing competition from both European and US teams
Certification
- BCS Certificate In Modelling Business Processes
- BCS Certificate in Requirements Engineering
- BCS Certificate in Business Analyst Practise
Timeline
Broker Sales and Service Manager
Cigna
06.2021 - 04.2023
Business Analyst
Cigna
07.2018 - 06.2021
Broker Sales and Service Manager
Cigna
08.2013 - 07.2018
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