Customer Service Analyst

Anne Wood

* ***** ****** *******, ** ***** 508-***-**** *****.*****@*******.***

Objective _______________________________________________________________________________

To work in a challenging position that will utilize my knowledge and experience

Profile _________________________________________________________________________________

Motivated, personable business professional with 23 years experience as a Business Analyst. Talent for quickly

mastering technology. Proficient with Microsoft Office Products. Accustomed to handling stressful deadlines and

situations. Demonstrated history of producing accurate, timely reports. Flexible and versatile – able to maintain a

sense of humor under pressure. Excellent team building skills.

Skills Summary _________________________________________________________________________

1. Business Analysis 5. SQL Experienced 9. Supervisory Skills

2. Report Preparation 6. Computer Skilled 10. Training Skills

3. Written Correspondence 7. Customer Service 11. Documentation

4. General Office Skills 8. Scheduling 12. Time Management

Professional Experience __________________________________________________________________

Business Analyst professional with a concentration in analyzing and developing Underwriting metrics and

preparing complex reports using Microsoft Excel, Microsoft Access and SQL for data extraction and

report presentation.

Act as the IT liaison to troubleshoot reports when problems arise and implement changes in a timely

fashion

Design automated reports to reduce and eliminate manual report processes.

Participate in the development, enhancement and maintenance of systems used by Underwriting Business

partners, utilizing Systems Development Project Methodology when appropriate.

Elicit and document detailed business requirements, prepare and execute system test plans and criteria to

ensure that new systems/procedures are of the highest quality and meets the needs of our business

partners.

Led a team of individuals to brainstorm and submit ideas for Quality changes to improve department

workflows.

Work History ___________________________________________________________________________

Paul Revere Ins /Provident Co / Unum Provident / Unum Co 06/1974 through July 30, 2010

09/2009 07/2010 Financial Analyst Utilize Business Analyst skills to provide and support metrics

reporting

for business partners.

01/1987 09/2009 UW Business Analyst – Represent the business system needs by acting as an

internal consultant between the IT organization and the business area. Facilitate the implementation

of business solutions to meet the needs of business partners.

01/1984 01/1987 UW Support Supervisor – Hire, train, develop and manage employees. Develop

and manage budget solutions for area of responsibility

01/1981 01/1984 U/W Support Clerk Process all new, revised, and renewed Group insurance

business

post underwriter approval.

06/79 01/1981 Renewal Rating Specialist calculate renewal rates for Group insurance policies for

Underwriter review and approval.

06/1974 03/1976 Receive, prepare and deliver all incoming mail to the department.

Education ______________________________________________________________________________

• HIGH SCHOOL – 4 years

• Nichols College Introduction to computers and Microsoft Applications. Completed course A

• Penn Foster Medical coding certificate program which includes ICD 9 CM.

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