Experience

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

• Led end-to-end discovery sessions with business stakeholders, translating pain points and workflow gaps into detailed functional specifications and system requirements.
• Documented process flows and system requirements that served as the blueprint for engineering implementation, serving as the bridge between what users needed and what IT built.
• Owned full-cycle QA and usability validation: authored test plans, executed staging environment testing, and iterated based on defect findings, reducing system errors by 25%.
• Served as the primary cross-functional liaison between end users, business units, and technical teams, ensuring requirements intent was preserved from discovery through delivery.
• Improved stakeholder satisfaction by 30% through redesigned communication frameworks and solutions tailored to specific workflows.
• Managed multiple concurrent implementation initiatives within an Agile/SAFe delivery structure, consistently delivering within scope and on schedule.
• Led a full-cycle departmental SharePoint redesign serving ~300 users: conducted user surveys and stakeholder discovery to identify pain points, produced structural and navigation mockups for stakeholder approval, personally implemented all changes, executed QA testing, and managed the department-wide launch, resulting in measurably improved content discoverability and adoption.

Business Implementation Analyst, 2019 – 2022

• Conducted bi-weekly stakeholder syncs to communicate system changes, gather feedback, and align technical teams on user-impacting updates.
• Produced process diagrams and mockups of proposed system changes using Visio, Canva, and SnagIt, translating abstract requirements into concepts for stakeholder review and developer handoff.
• Collaborated cross-departmentally to document requirements and translate them into actionable specifications for IT, ensuring fidelity between stated needs and technical execution.
• Developed and executed test cases in staging environments, verifying delivered features met documented requirements before production release.
• Leveraged SQL to extract and analyze system data in response to reporting needs, enabling data-driven decisions and process improvements.
• Coordinated and facilitated requirement gathering sessions, ensuring the right stakeholders were included and decisions were captured with clear action items.

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 :