Experience

ICW Group – Insurance Company of the West
Sr. Business Implementation Analyst, 2022 – Present

• Business Process & Gap Analysis: Lead workflow analysis for a new claims-system implementation, evaluating existing business processes against vendor system capabilities, identifying functional and workflow gaps, and advising IT on future-state process requirements.
• Process Mapping & Documentation: Own the documentation of 20+ claims workflows across the claim lifecycle, from system navigation and claim handling through closure and reopening. Maintain centralized Visio documentation referenced by approximately 400+ departmental users and cross-functional partners, including Underwriting and Accounting.
• Requirements Elicitation & Analysis: Facilitate cross-functional requirements discovery and refinement for approximately 3-5 system requests and initiatives per month. Translate stakeholder needs into documented requirements and use cases, clarify business rules, and align IT implementation with expected business outcomes.
• Business Rules & Decision Logic: Documented complex automated claims examiner assignment logic, facilitating months of requirements refinement with impacted teams and collaborating with IT to validate round-robin decision logic across multiple claim types. Developed comprehensive Visio workflow documentation as a reusable reference for business and technical stakeholders.
• User Acceptance Testing & Defect Resolution: Conduct user acceptance testing for system enhancements, validate functionality against business expectations, identify defects, coordinate remediation with IT, and provide post-deployment support.
• Workflow Automation & Process Improvement: Designed and implemented automated departmental workflows using Microsoft Forms and Power Automate for new-hire, employee-separation, and temporary-access requests, consolidating information capture and notifications previously handled through multiple email communications.
• Access Controls & Audit Readiness: Established an automated temporary-access tracking and expiration-reminder process to address an access-management documentation and control gap. Created centralized tracking of access requests, permissions, and relevant dates, with automated notifications to support timely access removal.
• AI-Assisted Automation & Innovation: Developed AI-assisted meeting-documentation automations using Make.com and ChatGPT, transforming transcripts and raw notes into standardized email recap drafts through tailored prompts and structured workflows, with human review before distribution.
• Business Process Management & Facilitation: Played a key role in a department-wide business process management initiative that expanded across all teams in the department, creating process-mapping materials, participating in workflow-analysis workshops, identifying improvement opportunities, and coordinating ongoing initiative tracking and cross-team progress reviews.
• Technical & Business Communication: Translate complex system functionality, business rules, and data-flow dependencies into clear explanations for business stakeholders, IT partners, and leadership to support system decisions and implementation planning.

Business Implementation Analyst, 2019 – 2022

• Requirements Gathering: Gathered and documented business requirements for system enhancements, coordinating stakeholder meetings and translating operational needs into actionable information for IT.
• Testing & Validation: Developed test cases and performed testing in staging environments to validate system changes against stakeholder requirements.
• System Access & User Audits: Managed claims-system access and user accounts, coordinated onboarding and separation activities, and conducted quarterly user audits.
• Stakeholder Communication: Led biweekly SuperUser meetings to communicate system enhancements, bug fixes, upcoming changes, and known issues to technical representatives.
• System Quality & Stakeholder Experience: Supported improvements in system quality and stakeholder experience through requirements analysis, testing, and clearer change communications, contributing to previously reported reductions in system errors and improvements in stakeholder satisfaction.

Sr. Administrative Assistant, 2018 – 2019

• Supported project coordination across requirement gathering sessions, stakeholder scheduling, and meeting documentation, developing a foundation in structured communication and process design.
• Managed system access and user accounts for the claims platform, maintaining accuracy across onboarding, offsite transitions, and quarterly audits.

Inspired Interiors, 2017 – 2019
Junior Designer

• Led client discovery, translated stakeholder needs into structured project deliverables, and coordinated vendors and timelines across the full project lifecycle.

Studio-H Design Group Inc., May 2016 – Aug 2016
Design Intern

• Supported live client projects through field measurements, design validation, and vendor/invoice coordination under professional supervision.

Education

San Diego State University, 2013 – 2016
Bachelors in Applied Arts & Sciences

• Major: Applied Arts & Sciences
• Emphasis: Interior Design

San Jose State University, 2011 – 2013
Bachelors in Fine Arts

• Major: Interior Design

Skills and Proficiencies :