1. Becky L. Laser
blaser@humana.com
Cell: (920) 379-1017
Seeking a Business Analyst position utilizing:
 a talent for identifying gaps, collaboration and analytics
 an exceptional blend of interpersonal, facilitation and communication skills
 passion for Humana’s dream to help our members achieve lifelong well-being
SKILLS AND TOOLS
ENTERPRISE ANALYSIS
• Evaluated and created a formal end-of-project wrap up process.
• Recognized gaps in Customer Service project knowledge - created Customer Service Tips document which is now widely used.
• Identified a benefit from peer to peer evaluations of test cases. It is now an expectation of all HumanaVitality user acceptance testers.
• Lead a customer pain point analysis and prioritization.
• Performed cost/benefit and market analysis around suggestions for step-therapy using CRDs and other available data.
• Recommended improvement suggestions to leadership. – Shining Star Award 2010
• Analyzed gap in goal-setting process and actual member usage – resulted in the discovery of disengagement drivers due to member
dissatisfaction. Described current state analysis to process engineers and recommended future state changes. – Shining Star Award 2013
• Identified a gap with associate device comprehension and developed device refresher training.
• Expanded new hire orientation to meet a millennial workforce by allocating addition time to explain insurance benefits, 401 (k) and probation.
ELICITATION AND COLLABORATION
• Call out gaps in requirements and designs which result in major features and designs being modified.
• Conducted brainstorming sessions with the UAT team to identify gaps and solutions as part of the end-of-project process.
• Created future state process and 'lessons learned' surveys to address gaps in processes and identified areas for metric creation.
• Ticket analysis and process improvement for accountability.
• Surveyed team for impact planning and employee recognition preferences.
• Conducted: skill set analysis, interviewing, evaluating and hiring skilled trades employees.
• Collaborated with security to add a security orientation to the new hire onboarding of hourly skilled trade workers to meet the challenges of
constructing the first Littoral Combated Ship (LCS) – USS Freedom.
REQUIREMENTS ANALYSIS
• Evaluate requirements for testability and review requirements with stakeholders.
• Create test cases, and assist others with test cases to emphasize high-impact areas.
• Prioritize testing scenarios for high-volume risks.
• Identified a gap in the HumanaVitality process for new hires in the Biometric Threshold project which resulted in a design change.
• Analyzed calls and created a power point, as part of the Voice of the Customer (VOC) Team, to help new associates better utilize a tool for
verifying prior authorizations (PA Hub).
• Identified a trend with the frequency and timing of data requests. Created a process to alleviate urgent requests by compiling headcount,
turnover, termination, new hire and trade classification data into a weekly report for senior leadership.
REQUIREMENTS MANAGEMENT AND COMMUNICATION
• Worked with a mentor to hone communication skills, now mentors another associate to improve his communication skills.
• Managed relationships with vendors.
• Conducted quality audits of Level I Customer Care Specialists and communicated findings to management.
SOLUTION ASSESSMENT AND VALIDATION
• Train QA resources in the HumanaVitality UAT testing processes.
• Writes test cases based on acceptance criteria from the user stories.
• Identified business critical requirements and connected tester with key resources to implement cross-functional testing.
• Ensures understanding of requirements, appropriate testing and successful turns to production by partnering with offshore team.
EXPERIENCE
Information Specialist, HumanaVitality: Humana Inc., Green Bay, WI 2013 – Present
Customer Care Specialist, HumanaVitality Level II: Humana Inc., Green Bay, WI 2011 – 2013
Customer Care Specialist, Pharmacy: Humana Inc., Green Bay, WI 2008 – 2011
Human Resources Coordinator: Menards, Marinette, WI 2008
Human Resources Representative: Marinette Marine Corporation, Marinette, WI 2005 – 2008
EDUCATION
Bachelor of Business Administration and Bachelor of Letters and Science, University of Wisconsin – Oshkosh 2005
AFFILIATIONS AND LEADERSHP
Western Corridor Neighborhood Association – Board member Present
Young Professionals Organization (Current) – Member Present
Economics in Scotland – Study Abroad Student 2005
Reeve Advisory Council (RAC) – President 2004 – 2005