Holly Rawlings
Sr Business System Analyst
- Role
- Senior Business Analyst IT at Maximus
- Location
- Davenport, IA, US
- LinkedIn followers
- 500 followers
About Holly Rawlings
Exceptional communicator with over 12 years of technology skills who effectively guides teams to implement value-add emerging tech solutions for voice and AI chat using a variety of platforms such as Genesys CX Cloud and Microsoft Dynamics 365.
Experience
Senior Business Analyst IT
May 2022 — Present
Elicit, document, and analyze business needs and technical requirements• Create functional and technical design documents to implement workflows; voice and chatbots• Liaison between clients, stakeholders, all levels of leadership, and various engineering teams• Provide SME knowledge Genesys Cloud, Genesys AI, and integrations to domestic and international teams• Recommend best solutions based on clients’ needs• Reduced incoming IT service desk by over 25% with leadership of cross-functional team in implementing a Genesys AI chatbot
Education
Western Illinois University
Bachelor of Arts - BA, Communications
2012
Skills
- Organizational Communication
- Team Leadership
- Management
- Team Building
- Customer Satisfaction
- Training
- Adult Education
- Leadership
- Corporate Training
- Wireless
- Call Centers
- Agent for Change
- Customer Retention
- Customer Service
- Highly Motivated Self-Starter
- Driving Results
- Positive Can-Do Attitude
- Telecommunications
- Customer Experience
- Microsoft Office
- Sales
- Powerful Communicator
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