Serena Heil

Experience

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  Bayard's Cafe

  May 2000 - Jun 2007

  Front End Manager
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  Starwest Associates (Life Star Ambulette)

  Jan 2007 - Jan 2009

  Dispatcher

  Operational organization of non-emergency medical transportation. Coordination of patient care with facilities and insurance providers.

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  Quality Transport Services of Arizona

  Jan 2009 - Jan 2010

  Dispatcher

  Operational organization of non-emergency medical transportation. Coordination of patient care with facilities providers.

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  First Service Networks

  Jan 2010 - Jan 2011

  Lead Service Coordinator

  Schedules field staff to provide service for care recipients who are contracted with FSN.Ensures that all schedules meet the Starbucks contract requirements and are staffed with the appropriate qualified personnel.Schedules staff in the most effective and efficient manner that minimizes the expense of staff mileage and travel/overtime.Notifies clients and employees of changes in schedule in a timely and courteous manner and documents all changes and notifications to clients regarding their schedule.Uses discretion with agency and client information at all times.Answers telephones and transfers appropriately. Accept intake/referral/inquiry calls as needed, providing positive company representation.Oversees and assists with the preparation and maintenance of daily, weekly, and/or monthly service schedules, logs, and other records.Reports client events and/or missed visits to the appropriate Supervisor.Participates in the coordination of Starbuck's services with the services of other agencies as needed.Available to Service Coordination team for assistance with problem solving and staffing concerns.Other duties as assigned. Show less

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  Health Choice

  Jun 2011 - Feb 2016

  * Query data from SQL 2005/2008, Oracle and DB2 databases to be used in various methods of reporting.* Develop complex stored procedures, UDFs, views, etc. primarily on SQL2005/2008 servers.* Fine tune queries to improve DB performance through the use of Indexes, staged data and other optimization methods.* Utilize ASP.NET, C#, HTML, CSS and Dev Express to create and deploy web based reports.* Create ad-hoc reports in excel utilizing tables, formulas, pivot tables and pivot charts.* Develop SSIS packages to help with automation of reports.* Manage time effectively to handle multiple critical level requests.* Design and maintain Crystal Reports.* Maintain legacy Access reports, converting to SSRS reports where feasible.* Design and maintain SSRS Reports.Database/ETL Development:* Develop and maintain SSIS packages to import data from various 3rd party vendors and to export data in a variety of standard formats that meets both business and state contractual requirements.* Maintain legacy DTS packages.* Maintain legacy Access 97 databases as necessary, converting to web applications or including in other applications where appropriate.* Create and maintain SQL databases, tables, views and other database objects.* Document processes workflows, training materials and other standard IT documentation.* Troubleshoot and fine tune stored procedures for optimal performance.Other Responsibilities:* Develop current and future state workflows.* Conduct interviews and product analysis to gather user requirements via workshops, questionnaires, use cases, scenarios, and other methods.* Analyze and verify requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards.* Work with stakeholders and project teams to prioritize collected requirements.* Create process models, specifications, diagrams, and charts to provide documentation of the project/report. Show less *Determines operational objectives by studying business functions; gathering information; evaluating output requirements and formats.*Designs new computer programs by analyzing requirements; constructing workflow charts and diagrams; studying system capabilities; writing specifications.*Improves systems by studying current practices; designing modifications.*Provides references for users by writing and maintaining user documentation; providing help desk support; training users.*Maintains user confidence and protects operations by keeping information confidential.*Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.*Contributes to team effort by accomplishing related results as needed. Show less Analysis and Solution Definition• Documents client organisation’s direction, structure, business processes and requirements. • Researches client organisation’s industry and competitive position. • Assists in the collection and consolidation of required information and data. Technical Recommendation and Testing• Accurately and efficiently executes test plans. • Assembles and documents all test results. • Re-tests as necessary. Project Execution• Understands project plans and is able to clearly articulate roles, project goals, and timelines. • Takes input from supervisor and it able to appropriately apply comments/feedback. • Adheres to project standards defined by project management. • Accurately employs our methodology and documentation tools. • Proactively carries out project support /administrative functions. • Establishes responsible deadlines and personal work plans and manages time effectively. Show less Design and executive test plans on computer applications.Record and document results and compare to expected results.Detect software failures so that defects may be discovered and corrected.Generate historical analysis of test results.Document anomalies and issues.Examine code and execution of code in various environments.Verify specific action or function of code.Provide application instructions for users.Develop and document application test plans based on software requirements and technical specifications.Ensure compliance with general programming best practices, accepted web standards and those standards set forth by upstream sources.Implement application designs, create queries, scripts, web pages and other deliverables.Participate in application planning meetings.Ensure data integrity standards. Show less Provider Demographic Coordinators ensure all contracted and non-contracted provider demographics and payment methodologies are accurate and up to date within MED/MC (AS400 DB) and ensure integrity and accuracy of provider demographic data. Maintains provider demographic information in MED/MC through the receipt of new provider demographic information, additional information and changed information receive from providers, provider service representatives, IT department, audits and other sources. Makes corrections to errors as received. Keeps up to date on all information received, following and keeping within departmental data entry standards. Show less

  • Report Analyst

    Sept 2015 - Feb 2016

  • Business Analyst

    Feb 2015 - Sept 2015

  • Jr Business Analyst

    Nov 2014 - Jan 2015

  • Quality Analyst Specialist

    Sept 2013 - Nov 2014

  • PDM Coordinator

    Jun 2011 - Sept 2013
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  SwitchThink Solutions

  Feb 2016 - now

  * Consult with business partners to understand business needs. Advocate for new financial technologies that give our members a safe, consistent and frictionless online banking experience while increasing retention and use.* Working with your manager, develop and update the product vison, strategy and roadmap to meet business objectives. Develop a good understanding of end-customer behavior, preferences, challenges, demographics, and user-journeys. Be aware of market and technology direction.* Working with your manager, create presentations that communicate and/or sell the product vision, strategy, roadmap, status and KPI performance to a diverse audience including customers and management.* Work with UX to develop and prototype potential features, support usability tests, and support user research. Gather customer feedback to validate that the product meets stated metrics.* Collect and document requirements in a way that gives stakeholders a good understanding of the product MVP and subsequent releases, captures changes, documents buy-in, and can be used as a basis for User Acceptance Testing.* Translate requirements into user flows and stories that guide UX and the agile engineering team. * Actively participate in sprint planning, grooming, demos, standups and user-acceptance planning.* Drive rollout and adoption across the larger organization for new feature and product launches by working with marketing, customer support, retail and other product groups to create and implement Go-to-Market plans.* Track industry trends and adoption, fin-techs, competition, and industry groups to know which products/solutions excel and which are defining the future. Show less Work with end users to evaluate and solve business challenges as well as identify additional opportunities that can improve efficiency of business processes through the use of technology. Consult with management and users to understand requirements and needs for new features / technology. Evaluate systems and technology against needs to analyze, design, recommend and facilitate the implementation. Identify modifications needed in existing applications or active projects to meet changing user requirements and clearly capture and communicate those changes. Formulate and communicate the business vision for projects to map out the initial requirements, problems we are trying to solve and the scope of the project. Translate initial high-level request into realistic deliverables. Document project details and requirements into User Stories and create diagrams, flowcharts, wireframes and other documentation as needed to assist with programming or clarification of the deliverable for approvals. Assist in the creation of the system design and functional specifications for all new development projects. Facilitate Agile/Scrum meetings with the business and team. Act as an escalation point for team members. May lead, mentor and prioritize the work of others. Manage vendor interactions and track / follow-up on their deliverables. Serve as a liaison and facilitator between all business units and across IT teams to assist in addressing and resolving IT software and/or project issues. Ensure all required information is updated and shared via JIRA as the system of record for all work efforts across the project team. Assist in troubleshooting software application issues and QA Testing during the SDLC. Leverage Financial Services (or similar regulated field) and Information Technology concepts, best practices, and procedures in solution design. Develop and implement information systems policies and controls to ensure data accuracy, security, and regulatory compliance. Show less

  • Digital Product Manager

    Jun 2021 - now

  • Business Systems Analyst III

    Feb 2016 - Jun 2021