Summary
Overview
Work History
Education
Skills
Websites
Certification
Software
Timeline
Generic
Hayley Turner

Hayley Turner

Skokie

Summary

Highly motivated senior business analyst, successful in seizing viable opportunities for business expansion and innovation. Background in increasing profits, reducing costs, and transforming customer service standards. Experienced in leading and supervising operational, development, and sales teams in fast-paced environments.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Business Analyst I

Bridgeway Benefit Technologies
09.2024 - Current
  • Triage and prioritize incoming requests from engineering, customers, and product teams.
  • Act as a point person between teams to communicate the overall project status, ongoing risks, issues, blockers, and remaining action items.
  • Fine-tune development efforts for client portal migrations and collaborate with other teams to develop a more in-depth post-migration support plan.
  • Set up demo portals for clients to perform testing prior to cutover and lead testing efforts.
  • Lead training sessions for staff on new tools and processes for better adoption.

Founder & Director of Development

Hailstorm-Development
12.2018 - Current
  • Spearhead the development team, driving SEO, analytics, and digital campaign innovation.
  • Coordinate and perform QA and User Acceptance Testing for client and internal environments.
  • Monitor system integrations, add-ons, system integrity, and performance.
  • Create functional and technical specification documents that outline client capabilities and custom features.
  • Orchestrate targeted HubSpot campaigns, increasing lead generation by 25%.
  • Conduct target market research to identify industry competition and pinpoint advantageous trends.
  • Leverage AI models (LLM, generative AI, ML) to streamline customer service interactions with clients and create newsletter content.

Senior Digital Solutions Consultant

Blue Acorn iCi
07.2021 - 08.2024
  • Captured and wrote functional and non-functional requirements, user stories, and acceptance criteria for client-facing low-level designs in the Adobe Commerce platform.
  • Acted as a senior consultant on existing client accounts in CRM and quality assurance efforts.
  • Liaised with customers, management, and the sales team to better understand customer needs and recommend appropriate solutions.
  • Collaborated with teams to define, strategize, and implement marketing and web strategies.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.

Senior Web Developer

Eppley Institute for Parks & Public Lands
08.2012 - 03.2022
  • Developed and maintained websites for internal Eppley company use, the National Park Service (NPS), and the National Center on Accessibility (NCA).
  • Developed the frontend of the ProValens Learning application and collaborated with other remote developers to migrate the learning management system from Magento and Moodle to WordPress.
  • Created the alpha testing process and completed audits on various digital courses developed by the Institute for the NPS and Montgomery Parks.
  • Coded websites using HTML, CSS, and JavaScript.
  • Discussed site and app requirements with clients to produce actionable development plans.
  • Collaborated with in-house web designers to create sleek, innovative UI designs.

Program Manager and Scrum Master

Cisco Systems, Inc.
11.2019 - 06.2021
  • Developed a detailed Lean-Agile program rollout plan for a 4-week-long internal education and adoption campaign for Webex Teams.
  • Worked with members of the Cloud Collaboration team to create and send Cisco-wide user surveys to gauge employee sentiment around Webex Teams software, before and after the campaign.
  • Managed all implementation processes relating to the campaign, including resource management, progress tracking, and the delivery of a unified enterprise messaging software.
  • Developed, maintained, and tracked project management plans and schedules.
  • Coordinated with global stakeholders to plan and manage the migration from hybrid calling to CUCM (Cisco Unified Communications Manager) for all company employees.
  • Developed the Team Capacity document that is used to help with Sprint Planning and FY20-FY21 planning, pulling data from JIRA.

Technical Business Analyst

Domino's
05.2020 - 06.2021
  • Gathered requirements and defined acceptance criteria, user stories, and development tasks for various implementation projects surrounding Apple Pay, Dynamic Digital Delivery Fee, and Google Drive Time.
  • Unified technology needs from business areas to create company-wide system improvement best practices.
  • Consulted with internal personnel to develop information systems strategies, tailoring technology purchasing and installation roadmaps to meet users' unique needs, along with a cost/benefit analysis.

Project Management Lead

Human Element
09.2016 - 11.2018
  • Managed development, marketing, design, and BA work on new site builds and existing site maintenance for clients.
  • Co-led the Red Team, a development team working on maintenance and new builds, consisting of 2 project managers and 6 developers.
  • Led daily scrum meetings and co-led weekly Level 10 meetings.
  • Oversaw UAT testing for the company and developed process documentation for new hires.
  • Created weekly, customized project reports for clients, providing an overview of their account health, status, and remaining budget.
  • Created and rolled out new processes for onboarding, employee training, site outage procedures, postmortems, client handbook creation, role descriptions, resource management, and project transition plans.
  • Managed projects from procurement to commission.

Corporate Operations Engineer

Google
01.2015 - 09.2016
  • Resolved over 30,000 support engagements across ticketing, chat, and phone systems for providing technical support through Techstop, maintaining an above-average CSAT score.
  • Created matching rules for an internal auto-routing tool called Helpomatic, which moved tickets to their required queues for resolution.
  • Documented operating procedures, company employee best practices, and created user guides for the Techstop team.
  • Led internal communication efforts about software changes or deprecations that may directly affect the support team’s ability to continue to provide support for Google employees.
  • Provided independent technical reviews of operational procedures and plans to eliminate functional bottlenecks.
  • Maintained technical fluency in required equipment and networking hardware for assigned jobs and facilities.

Education

Informatics -

Indiana University
Bloomington, IN
12.2014

Skills

  • Customer relationship management
  • Search engine optimization (SEO)
  • Web development and design
  • Analytics and marketing
  • Testing and quality assurance
  • Business process modeling
  • User acceptance testing
  • Process automation
  • Strategic thinking
  • Stakeholder engagement
  • Technical documentation
  • Requirements gathering
  • Effective communication

Certification

  • Advanced Certified Scrum Master (A-CSM), Scrum Alliance - June 2022
  • Certified LeSS Basics - April 2022

Software

Google Workspace

Google Analytics

JIRA/Confluence/Atlassian Suite

HotJar

Figma

Adobe Suite

HubSpot CRM

Adobe Commerce

WordPress

Adobe Creative Cloud

Timeline

Business Analyst I

Bridgeway Benefit Technologies
09.2024 - Current

Senior Digital Solutions Consultant

Blue Acorn iCi
07.2021 - 08.2024

Technical Business Analyst

Domino's
05.2020 - 06.2021

Program Manager and Scrum Master

Cisco Systems, Inc.
11.2019 - 06.2021

Founder & Director of Development

Hailstorm-Development
12.2018 - Current

Project Management Lead

Human Element
09.2016 - 11.2018

Corporate Operations Engineer

Google
01.2015 - 09.2016

Senior Web Developer

Eppley Institute for Parks & Public Lands
08.2012 - 03.2022

Informatics -

Indiana University

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Hayley Turner