Updated Resume

1. Dawn Bell
217-299-7280
I am an articulate communicator with building rapport at all levels with internal and external
associates and experienced within Agile and Waterfall methodologies. Throughout my career, I
have had the pleasure of working on projects with small and large cross functional teams of
application and business architects, business process owners, subject matter experts, testing
teams, and systems and business analysts.
For over the last 10 years I have been an integral part of large and small cross functional business
development team at large insurance corporations. During this time, I have demonstrated an
ability to perform sufficiently, consistently, and repeatedly the whole range of functions
associated with the role of a Business Analyst. These include, but are not limited to the
following:
• Conduct business and system analysis
• Scope and change management
• Write business process work flow diagrams
• Write requirements and test cases
• Interview business owners
• Manage scope and capabilities for each implementation release
• Developed an in-depth insight into the issues and challenges of an organization
• Provide expertise on the systems limitations/capabilities as they relate to the business
goals
• Act as a technical liaison between the technology department and the business customers
Along with the essential business analyst related skills, I bring the following skills & technical
abilities to the table:
• Excellent written and oral communication skills
• Solid interviewing skills
• An understanding of Agile and Waterfall Software Development Life Cycles
• Solid knowledge of a variety of web applications, documentation repositories and testing
tools including SharePoint, Microsoft Office, Lotus Notes, Mega, Test Link, Serena, and
Salesforce toolkit.
• Strongly customer service orientated
My resume is below and lists my work experience and project achievements in greater detail.
Given my qualification and experience and proven record of accomplishment, I am hopeful that
you will find enough reasons in my resume to give me an opportunity of a personal interview.
Feel free to reach out to my references Anna Deravi, Senior Programmer 217-789-2500, Will
Stokes Lead Business Analyst 317-371-2837, and Jeannine Gesell AVP 217-820-9253.

2. Employment History:
Nationwide Insurance Company
Unified Communications Business Analyst 01/07/15 to current
• I have been writing requirements, use cases, and documenting business process mapping
for a variety of enhancement projects for their contact center and managing multiple
projects. At times requirements were written in parallel with design documentation.
Facilitating meetings with business owners, application owners, developers, testers, and
technical development leaders to gain the necessary knowledge and gather the
requirements. Below is a list of the projects I have worked on:
Genesys Interactive Insights reporting tool enhancing their reporting capabilities - This
project installed Genesys Infomart with Interactive Insights for CSC and FSC Contact
Centers. The project implemented the product to gather reporting data and train
associates on the new reporting tool.
• I360 data into Lighthouse - The Business Metrics & Analytics team was in need of
getting i360 data that is currently stored in a SQL server into the Lighthouse data
warehouse to allow for better data management and reporting.
• Web Support IVR Expansion - Direct and Member Solutions waned to expand the
number of locations for the Web Support contact center team. The team was operating
out of the Lynchburg location only. Calls reach this team via a TFN which directs to an
IVR routing call to various business units including P&C sales and service, NF, Titan
service etc. The routing targeting the Direct Web Support team is accomplished using
Avaya CMS skills. This changed to Genesys call routing.
• Verint Data Processing & Analytics – The pilot of the Verint out of the box DPA solution
added a layer of performance data for the processing centers in CSSS. This pilot
provided processing leadership the benefit to electronically capture website and
application data to manage productive, non productive, and idle time, more accurately
forecast future work, opportunity to streamline processes, and identify coaching
opportunities.
• Claims Contact Center IVR routing enhancement project - IVR Efficiencies introduced
enhanced and new IVR navigation and features, identifying and providing new routing
for medical provider calls, specialized handling of agency calls, and updated handling for
property and Spanish/Chinese calls with unique call types and/or skilling associated with
each.

3. • New contact center set up for IVR skill based call routing for Gainesville location - A
300-350-person contact center is planned for the Gainesville, Florida building. This size
will be accomplished over time. The intent of this project was to establish the
infrastructure to support Member Solutions – Personal Lines Services (Call Center)
associates and the appropriate contact center required tools and licenses. This should
replicate the set up of the Personal Lines Call centers in Dublin, Des Moines, and San
Antonio.
• Oracle Server upgrade/database migration - The CTI databases were hosted on out of
warranty shared Linux servers. This deliverable refreshed the databases to a new set of
shared Linux servers by migrating them to the current Oracle version 12.
• Outside vendor IVR and call routing set up for a Virginia location - Direct Sales contact
centers were experiencing high call volumes and are unable to scale up or down in a
timely manner which resulted in higher abandonment rate. The selected vendor
Sutherland Global will handle the call overflow. Sutherland Global will staff 22 agents, a
QA Manager, SME, and Team Leader at their Chesapeake, Virginia location.
• Schedule Future Payments - Members were not able to schedule a future payment via
IVR. They were limited to paying their bill at the time they interact with us. With this
enhancement members have the ability to schedule a one-time EFT or one-time bankcard
payment to be executed on a date in the future (within certain parameters) and a
confirmation text message is sent.
• Last Day to Pay via IVR - Communicate to members the last day to pay to avoid a lapse
in coverage for policies in warned status via the IVR and include verbiage in a one time
text message request.
State Farm Insurance Company
Systems Business Analyst 01/02/13 to 12/31/14
In my role as a Systems Business Analyst, I have been working with risk management,
mitigation and contingency plans, participate on the change advisory board (scope and change
management), worked on several agile methodology projects Business Processes and Associate
Management, Telephony, IVR call routing, Customer Experience Insight (after chat and after
call surveys, and negative feedback tracking system), Hold Place in Queue and NLP for a call
center.
As a systems business analyst my primary duties are meeting with Business Architects,
Application Architects, and the Business Department owners, creating and reviewing business
process work flows, reviewing and or writing business requirements, writing test cases and
scenarios, system testing, ad-hoc testing and scripted user acceptance testing. Also, tracing the

4. requirements to the test cases and scenarios to identify, document, and escalate any possible
gaps, dependencies, issues, and risks. I have utilized a variety of web based platforms Trac
(defect management repository), Salesforce CRM, Mega (architecture repository), and TestLink
(test plan and test case repository). I have conducted research and interviewed business owners
to get educated on their processes and prepared executive summaries and reports.
Illinois Department of Transportation
Business Analyst 10/15/2012 through 12/31/2012
For a grant management program as a Business Analyst, I wrote test cases for user acceptance
testing and tested system functionality in relation to the business requirements for a Microsoft
Dynamics CRM application and web portal, documenting system issues and enhancement
suggestions for the developers in share point.
Horace Mann Insurance Company 11/01/1988 through 05/31/2012
Promoted to Compliance Consultant/Business Analyst 04/01/2007 through 05/31/2012
Beginning in October 2004 I worked on multiple agile methodology projects as the liaison with
the programmer from inception to implementation utilizing Serena Team Track software
application. This was a customizable business process workflow application. The first project a
complaint management solution, I provided information and requirements on current processes,
provided enhancement suggestions, created and executed the test cases for system and UAT,
created all the reports, and trained the business owners. This program was used to enter
complaint information received from a variety of sources consumers, 3rd
party claimants,
attorneys, and the department of insurance. I created all the reports from this system
programming the division owner’s specific criteria behind the scenes as this saved time and was
a convenience for them as all they had to do was enter their date parameters. I also set up their
home page for each of them for quick access to their open items and placed all their reports in
one area for easy access. From this system I also created and completed state specific quarter and
annual complaint data reports to keep in compliance with the states department of insurance.
I developed the Laws and Regulations Compliance process management work flow using Serena
Team Track software, preparing the business case proposal, all test cases for system and user
acceptance testing, executed all test cases and worked side by side with the programmer from
conception to implementation. This program tracked and monitored compliance with new and
existing laws and regulations as they impacted different divisions in the company. Also created
the user manual and trained all the compliance representatives and business partners.
Developed VOC (Voice of the Customer) process management work flow in Serena and
prepared all test cases, performed system and user acceptance testing. This application was a
strategic tool for tracking and monitoring defector customer’s feedback. Created reports from
this application from the feedback entered as a result of a monthly defector surveys.

5. Subject Matter Expert for the Serena work flow process management web based application,
writing SOP (standard operating procedures), created all the reports for each individual
department, and provided demonstrations to small and large audiences. With this application it
helped the organization automate many manual tasks saving time, dollars, and providing audit
trails required by internal & external auditors. Created all requirements, test cases, performed
system and user acceptance ad-hoc and scripted testing, coordinated all software upgrades and
patches, and primary liaison with the Information Technology division related to Laws and
Regulations compliance work flow, Market Conduct Examinations, Complaint Management
System, and Voice of the Customers. Performed quality assurance monitoring of the Laws and
Regulations Compliance Program, VOC (Voice of the Customer), and the Complaint
Management Serena web based applications. I completed monthly and quarterly reports for
senior management utilizing Microsoft office products and performed risk management duties.
Key team member of the Code of Ethics and Code of Conduct annual Attestation Compliance
program, performing ongoing monitoring of this program and provided daily reports to senior
management to ensure internal audit compliance.
Created & maintained our department’s web page in SharePoint 2010, represented my division
on the Community Relations Council from 2010 thru 2012 volunteering and participating in
community projects.
Complaint Department Administrator from 04/01/2003 through 04/01/2007
Researched and responded to formal oral and written grievances involving property and casualty
products. The correspondence involved but not limited to pricing and rating, regulatory, billing,
underwriting, marketing, services, and reported claims.
Customer Service Representative - April 2001 to April 2003
Answered calls in a large call center assisting customers with their questions involving property
and casualty products such as pricing and rating, regulatory, billing, underwriting, marketing and
reported claims.
Specialized Services Administrator - April 1996 to April 2001
Researched and responded to a variety of written communications received, providing a written
response to all issues raised involving their property and casualty products involving pricing and
rating, regulatory, billing, underwriting, marketing and reported claims.
Skills & Course Participation
• Managing Multiple Projects, Objectives, and Deadlines
• Share Point 2007 and 2010
• 2010 Microsoft Office Products
• Reports, Charts, Maps, and Graphics

6. • Mega Business Analyst Modeling
• Use Case Workshop
• Introduction to Business Architecture
• Modeling Business Rules
• Modeling Business Requirements I & II
• Lotus Notes
• System Testing
• Documenting requirements and test cases
• Ad-hoc and Scripted User Acceptance Testing
• Create business process work flow diagrams

7. • Mega Business Analyst Modeling
• Use Case Workshop
• Introduction to Business Architecture
• Modeling Business Rules
• Modeling Business Requirements I & II
• Lotus Notes
• System Testing
• Documenting requirements and test cases
• Ad-hoc and Scripted User Acceptance Testing
• Create business process work flow diagrams