Manager Customer Service

BEN HEPFINGER

*** ***** ****

Ft. Wright, KY ****1

859-***-**** - **********@*********.***

SENIOR BUSINESS ANALYST

Acknowledged expertise in a broad spectrum of research oriented insurance

industry positions and in project management. Experience leading complex

research projects with excellent analytical, organizational and

communication skills. Expertise includes:

. PMP Certification - with successful record of project management

. CPCU Designation - with in depth on the job insurance knowledge

. MS Office - advanced Excel and strong Office software skills

. Policy/Claims Systems - experience with

planning/testing/implementing/maintaining

PROFESSIONAL EXPERIENCE

GREAT AMERICAN INSURANCE COMPANY, Cincinnati, OH 1997 - 2010

Senior Business Analyst, 2009 - 2010

Managed the day to day support of the commercial Trucking Division policy

processing and claim systems in addition to functioning as a liaison

between the Trucking Division and the system vendor.

. Monitored issue/problem inbox and served as release coordinator for

production moves.

. Coordinated with the business unit and the system vendor by writing

requirements/test plans, conducted testing, completed SOX

documentation and secured business signoff for production, enabling on

time implementation of changes.

. Guided the implementation from conception to production of the

Occupational/Accident Flex Plan product for the Great American

Trucking Division, which will allowed the business unit to pursue the

goal of writing $2 MM in premium in the first year.

Compliance Specialist, 2007 - 2009

Supported commercial Trucking Division compliance efforts in the areas of:

policy form/endorsement/website compliance, agency and internal audit

processes and the Division compliance with government requirements and

Great American practices.

. Designed, implemented and updated exposure aggregation project with

the end result of generating a report enabling senior management to

better manage catastrophic risk.

. Researched, analyzed and made suggestions for a course of action to

senior management for compliance of the Trucking Division with the

revised Federal Terrorism Act.

. Gathered information, analyzed, initiated a plan to ensure the UM/UIM

selection rejection forms for the Trucking Division were in compliance

with state requirements.

Resource Manager, 2004 - 2006

Handled Compliance and Support Unit Manager position but expanded role to

include small project management, service manager responsibility for

customers and increased involvement in business and professional

development and training.

. Managed and cross trained a unit of four Analysts, four Testers and

three Product Compliance personnel.

. Managed projects including the "transition in" of Great American

information and documentation of responsibilities for contract vendors

which enabled Great American to outsource the Personal Lines Division.

. Developed/executed/communicated quarterly Customer Satisfaction

Surveys providing feed back to the organization resulting in improved

customer service.

Compliance and Support Unit Manager, 1997 - 2004

Handled the regulatory compliance and the state form filings for assigned

states. Began as a product specialist and promoted in three years to unit

manager. Proficiency with research tools such as Lexis-Nexis, ISONet,

ACORD, and ODEN.

. Developed a training plan and performance feed back plan for a team of

three to six individuals responsible for product forms compliance.

. Organized, planned and managed state form filings for Classic

Collector Program, Direct/Agency forms, Worldwide Insurance forms and

company name change.

. Completed filings on schedule for SOA and Drivers Club state filings

that enabled the implementation of the product as scheduled and

achievement of premium goals.

. Gathered information, analyzed, initiated a plan to implement FCRA and

Privacy Notices for the Great American Personal Division to ensure

governmental compliance.

UNDERWRITING EXPERIENCE

Cincinnati Equitable Insurance Company, Underwriting Manager, Cincinnati,

OH

American Modern Home Insurance, Specialty Unit Manager, Cincinnati, OH

Reliance Insurance Company, Underwriting Manager, Columbia, MD

Safeco Insurance Company, Unit Manager/Underwriter, Cincinnati, OH

Basic requirements for all underwriting positions include responsible for

the profitability with growth for all states assigned to the service center

plus management of the underwriting unit to ensure acceptable levels of

profit, premium growth and service.

. Implemented processes and procedures to train existing and new

employees in underwriting, established service standards and

implemented quarterly agency reviews to ensure meeting profit, growth

and service objectives.

MILITARY EXPERIENCE

USAF, Crew Commander/Deputy Combat Crew Commander, Ellsworth AFB, SD

Responsible for command and control of a nuclear missile launch center and

ten launch facilities. Started as a Deputy Crew Commander, promoted to Crew

Commander within two years.

EDUCATION

M S, Economics, South Dakota State University

B A, Economics, University of Cincinnati

CERTIFICATIONS

Project Management Professional (PMP) Certification, 2005

Chartered Property and Casualty Underwriter (CPCU) Designation, 1995

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