Shawn Cox

About Shawn Cox

Business Analyst with 10+ years of experience supporting business operations, process improvement, and data-driven decision-making in high-volume, highly regulated environments, including banking, federal contracting, and customer-facing operations.I bring a strong foundation in requirements elicitation, process mapping, root cause analysis, and KPI reporting, with hands-on experience using Excel (advanced), SQL, Tableau, Power BI, and Salesforce to analyze workflows, validate data, and translate stakeholder needs into actionable insights. Throughout my career, I’ve partnered closely with operations, leadership, and frontline teams to identify inefficiencies, reduce rework, improve cycle times, and ensure compliance with evolving policies and regulatory standards.My background in customer service and operations allows me to connect the voice of the customer with business and operational goals, ensuring solutions are practical, scalable, and aligned with real-world workflows. I’m known for clear documentation, strong attention to detail, and the ability to operate effectively in environments where accuracy, audit readiness, and service quality are critical.I am actively pursuing Business Analyst opportunities within healthcare insurance and other regulated industries, where I can contribute to improving operational efficiency, compliance, and customer outcomes through structured analysis and collaboration.

Experience

1. Customer Service Representative

   Maximus

   Oct 2025 — Present · Chester, VA, US

   Analyzed and resolved 30–50 operational inquiries per day by reviewing data across multiple enterprise systems and regulatory reference materials, ensuring accurate case outcomes. Tracked, documented, and validated 100% of case activity within enterprise case-management systems, maintaining compliance with federal guidelines and audit requirements. Identified recurring issue patterns and customer interaction trends, contributing insights that supported process improvements, training enhancements, and procedural clarifications. Consistently met or exceeded contractual SLAs and quality benchmarks, operating in a highly regulated, policy-driven environment with frequently changing requirements. Escalated complex or exception-based cases to senior staff with clear documentation, data evidence, and root-cause context, reducing rework and resolution time.

Education

• Capella University

  Master of Business Administration

• Old Dominion University

  Bachelor of Science

Skills

• Customer Service
• Training
• Strategic Planning
• Office Management
• Psychology
• Microsoft Office
• Collections
• Office Administration
• Marketing Communications
• Marketing
• Advertising
• Clerical Skills