Customer Service Management
Resume:
KAREN WASYL
Raleigh, NC *****
Telephone: 919-***-****
Dear Prospective Employer:
Please accept this letter and my resume as an expressed interest in joining your organization in a capacity that will
effectively utilize my experience.
As my resume notes, I have over twenty years experience in the Insurance and Information Technology
industry.
I am certain this level of professionalism would be a valuable asset on your staff, and I would welcome the
opportunity to meet and talk with you.
If I can provide any additional information, or if you would like to arrange an interview, please contact me at your
earliest convenience.
Thank you very much for your time and courtesy in reviewing my qualifications, and for your anticipated
response.
Sincerely yours,
KAREN WASYL
Enclosure
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Resume of Karen Wasyl
COMPUTER SKILLS
RELEVENT SKILLS: Significant experience in the following operating systems, packages and languages
Rating software systems (P/L-C/L): Savage, Commercial Intellisys-(Gen-A-Rate), Micro Magic, Solutions,
NetRater, CSC’s - A/S 400 Point
Management Systems: Agency Management Systems (AMS): Prime, 2000, AFW, Pioneer,
Pathfinder, Sagitta, Sagitta Browser, Other Systems: Applied, Delphi;
Aetna: Gemini I, Gemini II; Allmerica Financial: POS v.4, PMS v.4, CAAMs,
OneShield’s Dragon; Fiserv: Advance Billing System, PolicySTAR,
ClientCore, Global Administration, Claims Workstation; CSC: Exceed Claims &
Billing System, Point, Exceed Policy Management Systems; CIGNA:
PowerMHS, Claim Repository Development Fidelity: AccessCentral,
Guardium, IPG’s Application System, SmartSource Tools, TSO, FIT-
Information Security SharePoints for eRecords/CMRP, Applications for
Brokerage 535)
Automated Tool Sets: Rational Robot, Quick TestPro, Test Director v.8, Mercury Winrunner v.7, Groupwise v.6.5
Work Experience With: Lotus 123, Lotus Notes v.4.6 to present, ISO, ISONet, NCCI, Novell v. 4.0 to 4.6, Crystal Reports,
AASPN, Oracle, Visual Basic, JAVA, DOS, JAVA Script, Fortrane, Cobol, Citrix, UNIX Websphere, JAVA, SQL, DB2, HTML, XML,
XSLT, TCP/IP, VPN, SecureID, PGP, WIP, AIX, WAN/LAN, VB Script, Visual FoxPro, JScript, Internet/Intranet, Web-browsers,
Installshield,Ethernet, Adobe Acrobat, Download/Upload Interfaces – (Policy, Claims and other Application’sSystems), Systos,
Seagrate Backup software, PC Anywhere, Reachout Diagnostic software, Configuring PC Workstations, Laptops, Servers, Installing
software/ hardware, MS Exchange, Microsoft Office: Excel, PowerPoint, One Note, Word, Project, Outlook, Outlook Express,
Workgroups, Visio 2000, 2003, Windows v.3.1 to present, Windows XP, Windows Vista, Window NT servers v.3.5 to present,
Mainframes, SOX, Window’s NT Servers, Mainframes, SOX, Window’s NT Servers v.3.5 to present, Mainframes, Client Servers,
Web Networking & Communications, Mainframes, SOX, Window’s NT Servers, Application Development, Application Screen
Development, SQL Database experience, CSC’s MediaView browser, Sarbanes-Oxley, Security
Security Tables: Setup for Passwords, Administration Rights, Accounting Tables (Company,
Brokers, Agents, TPA’s), General Ledger, Troubleshooting Software and
Hardware problems with PC’s, Laptops, and Network Servers
Computer Systems Experience: Wang/Redshaw, Dell, IBM, Apple IIe, Gateway, Hewlett Packard,
Commodore, Acer
Software Development Process: Activities: Requirements, Specifications, Architecture, Design,
Implementation, Testing, Deployment, Maintenance Models: Agile(some
exposure), Script, Visual FoxPro, JScript, Iterative, RAD, RUP, Waterfall, XP
Supporting Disciplines: Configuration Management, Documentation, Quality
Assurance (SOA), Project Management, User Experience Design Tools:
Compiler, Debugger, Profiler, GUI Designer, Integrated Development
Environment, BPMN, Dashboards, Process Modeling, CRM, SAP
Resume of Karen L Wasyl
EDUCATION
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Associates Degree in Early Childhood Education, Dean Jr. College – January, 1975
INSURANCE DESIGNATION
Property & Casualty Insurance Agent's Licensing program (CT) - September, 1985
Property & Casualty Insurance Agent's Licensing program (CA) - November, 1987
PERSONAL ACTIVITIES
Hartford Insurance Association for Women, Inc.
Peninsula Insurance Women's Association of California
Willing to travel
Work remotely from home
OUTSTANDING ACHIEVEMENTS
Veritude Award – STARS April, 2008 - (Recognition of outstanding achievement Teamwork and Service)
rd
Veritude Award – Associate of the 3 Quarter Award July, 2008
st
Veritude Award - Associate of the 1 Quarter Award January, 2009
Note: (Recognition for outstanding Achievement, Performance within a Quarter) for support and dedication to
upholding Veritude’s mission to provide uncompromising service to their customers
EMPLOYMENT
04/07 – 12/09 Business Systems Analyst, Veritude/Fidelity, Raleigh-Durham,NC (Contract)
Position consisted working within Fidelity's Institutional Products Group Technology Division
(FI - Information Security), as a Business Systems Analyst, (SME), and Program
Management for the following programs:
FI - Electronic Records Management Program: Responsible for
gathering, analyzing, and creating a comprehensive inventory of
electronic records inventory created, managed, and stored by FBC
(Fidelity Brokerage Company), within IPG's application systems
(appropriately 750 applications). This required extensive inventory
interviews with vendors, application managers and application
experts. The position required strong program management skills and
reported to Director, Technology Risk and VP, Technology Risk
Management. Highlights of position were as follows:
• Presentations quarterly to VP, Technology Risk Management
Identify all application systems developed by FBC and part of a structured data review of its
electronic records inventory
Determined whether all electronic records managed by FBC applications systems are being
appropriately retained in accordance with regulatory, legal and operational requirements
Wrote ESR, Policy & Procedures, Strategy of Perpetual Inventory Elevator Speech for program
Created and maintained all types of Excel spreadsheet for program
Resume of Karen Wasyl
EMPLOYMENT
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• Conducting Inventory interviews with Application Experts,
Application Managers, Vendors and business/technical Program
Development Management
Working within IT Architecture, including Mainframe Technologies
Involvement with IT Storage management and Disposal Technologies
Analyzing FBC Records Manager to determine that appropriate backup procedures and tape
classification exist for electronic records managed by the FBC application systems
Control Monitor Reporting Program: Managing program for NF/IWS/FCM
- ISO (FCMS Security project) involving over 50 applications that were
mostly legacy application that didn't integrate with Fidelity's STARS
system. The objective of project was to insure that all applications scope
was incompliant with Corporate Security standards that included:
• STARS (Security Tracking and Access Request System
Access Central (Global Enterprise Workflow tool for requesting application access)
Control Reporting (Required if Information Security is not provisioning the access)
Monitor Reporting (Required if application cannot integrate with STARS) for Terminations and
Transfers of Employees access rights
Bundle Code Reporting (Systemic limitation of the application -
Administrators are able to perform business functions)
Guardium Logging and Monitoring Strategy: Monitoring and managing
within FIIS applications of Fidelity's Institutional Product Group
Technology Division Guardium logging and monitoring reporting.
Working within Oracle, Sybase and MS SQL server databases for:
• Data integrity and confidentiality
Compliance with Information Security policies
• Database Best Practices
09/06 – 04/07 Sr. Business Specialist Analyst, CIGNA, NC
Position consisted working as a Sr. Business Systems Analyst, Specialist for ASG/HMO - IT
Claims. Responsibilities consisted with multitude of projects with enhancing claim engine
(PowerMHS). Working with business units; IT Management; and internal staff at the
highest technical level within all phases of the Project Development life-cycles. Analyzing
Business requirements and defining information systems solutions to address complex
business needs (projects which are technically difficult, requiring innovation and creative
solutions and frequently involved with multiple platforms, software, hardware, technologies
and tools). Providing leakage, and continuity to business units, development, operations
and technical support groups in the testing and implementation of recommendations.
Defining and writing functional requirements and specifications. SME for technical resource
to client and development management and staff in all phases of the life-cycle development
and implementation process. Ensure compliance with enterprise process and methodology.
Leading cross-functional business walk-throughs processes. Assisted Project test-leads in
development of test strategies. Awareness of
Resume of Karen Wasyl
EMPLOYMENT
Six Sigma and Quality Processes tools within a business environment. Travel consists of
25 to 35 % plus of the year. Working within Oracle based programs, using Web-Based
application, platform-independence, Mainframe, XML enabled interfaces, Multi-tiered
Architecture, and Relational and DB2 databases.
01/06 - 08/06 Business Architect, Computer Sciences Corporation, Blythewood, SC
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Position consist consulting on two projects with client in defining and writing Business and
Technical specifications of application functionality, (the look and feel) of the user interface,
as well as to identify external managing and the overall architecture of the application.
Ensuring the application supports the business requirements within client’s product
environment legacy system integration requirements. Reviewing documents, technical
tools, and components to be utilized by the project include languages, hardware platforms,
inter-platform communications, procedures, and standards through all phases of project to
effectively leverage knowledge and expertise. Awareness of Six Sigma/Quality processes
tools with a business environment. Position consists of working remotely from home and/or
on customer’s site (Baltimore, MD and Schaumburg, IL). Travel consisted of 30 to 40% plus
of the year. Working within a JAVA based program using Web-Based application, platform-
independence, Mainframe, XML enabled interfaces, Multi-tiered Architecture, and Relational
and DB2 databases.
Other Projects: CSC - Exceed Claims, Billing & Collections Management systems.
Defining the Business and Technical Requirements to enhance product development to
meet the needs of end-users. XML, XSLT and Java.
01/05 - 1/06 Systems Analyst Consultant, Fiserv Insurance Solutions, WestDes Moines, IA
Primarily responsible for formulating and defining systems scope and objectives through
research and fact-finding combined with an understanding of applicable business systems
and industry requirements. Projects involved working on client’s site on a weekly basis
within the Arlington Heights, IL area of Chicago and within the (Commercial/Personal) Lines
of businesses. Working within a JAVA based program using web-based application,
platform-independence, XML enabled interfaces, Multi-tiered Architecture, and Relational
Database. Traveling consisted of 90% plus of the year.
05/04 – 11/04 Business Analyst II, Allmerica Financial, Glastonbury, CT
Creating and maintaining project plans (Commercial/Personal Lines) and conducting status
meetings, JAD sessions, and walk-throughs to obtain business sign-off. Understanding the
relationship between business needs, functional requirements, data and integrated
technology solutions. In depth understanding of overall IT Architecture and Data Mapping.
Participating in all phases of project delivery. Interacting with multiple Customer’s on all
levels within the organization. Writing requirements, business specifications test scripts,
developing functional design. Providing technical coaching and mentoring too less
experience team members. Applying Project Management and Technical Best Practices
(CMM Level 3) in all technology solutions within (BASD) Business Automation, Strategy and
Delivery for project relating to Commercial and Personal Lines assigned projects.
Applications were written using the following languages: Visual Basic, Java Script, and
HTML.
Resume of Karen Wasyl
EMPLOYMENT
02/04 – 05/02 Business Analyst/Systems Trainer, Alea Alternative Risk, Rocky Hill, CT
Gathering business (Commercial Lines) requirements for policy management systems and
supporting functionality’s for Rating, Policy Issuance, and Reinsurance. Designing
developing training curriculum for CSC; s web-based Point AS/400 Rating system (Brokers,
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MGA’s and TPA’s) on-site and follow-ups with WebEx. Supporting full system development
life cycles for Analysis, Requirements, Development, and QA testing (manual/automated)
environments and Training. Developing a Data Warehouse within Lotus Notes within
Underwriter’s database. Data quality and maintenance of client’s interface with TPA’s
Administrators with accurate review of all interface data, development of audit reports and
processes implementing correction and managing new projects. Maintained AS/400 Help
Desk for technical issues for MGA’s, Broker’s. Applications were written using the following
languages - Visual Basic, Java Script, HTML, .Net.
03/02 – 08/01 Business Analyst, M.A.G. Mutual, Atlanta, GA (Contract)
Responsible for supporting applications running on Novell v5 LAN using Winv9 testing
within a PC Databases and Interface processes between the Mainframe and PC
applications. Test Matrix Strategy – testing applications Requirement, Unit, Functional,
Acceptance, Systems Integration (Manual/Automated environments) Production
implementation testing. Acted as a liaison between the Users, Technical teams and
Vendor. Writing business specification, requirements that provided all phases of project
delivery. Applications were written using the following languages - C++, Java, COBOL, and
Visual Basic.
07/01 – 03/01 Sr. Quality Assurance Analyst, Insurity, East Hartford, CT
Responsible for testing phases within GUI applications on a window platform through Citrix
Meteframe and Mainframe databases using Rational Robot automated test tools.
Maintains, documentation, executing and running applications for Requirement, Unit,
Functional, Acceptance, Systems Integration (Manual/Automated environments) Production
implementation testing and verifying output. Knowledge of NCCI/ISO rating rules for all
Property & Casualty Lines of business (Personal/Commercial) countrywide. Participating in
walk-throughs, coordinating test cycle strategies, provided department training on current,
new testing tools, assisted clientele through all project phases including traveling to client’s
site for software implementation and training.
03/01 – 12/00 Consultant - CT, RI, MA
Self-employed - Consulting and training independent AMS and Applied) insurance agents
with installation of hardware/software, CSR’s and Accounting Workflows and report building,
Integration rating and 3rd party software – Microsoft Word, Excel, PS4, Marketing, Claims,
interfacing issues with download/upload, Backups, Marketing. Sr. Analyst
Telecommunications Engineer/Agency Technology Consultant, Mass Mutual Financial
Group, Springfield, MA. Supervised, provided technical support and training Mass Mutual’s
products to Blue Chip agencies within assigned region. Monitoring operations of existing
and new technology (telecommunications, Novell, NT and windows operating systems -
LAN, WAN. distributed processing). Consulted with annual performance evaluations with
Staff members. Performing upgrades to existing software
Resume of Karen Wasyl
EMPLOYMENT
and network operating systems, configuring and installing servers, workstations and other
peripherals, diagnosing and resolving high-level network issues, troubleshooting/resolving
software and network operating problems on-site and remote access (PC Anywhere),
identify and recommending changes to the client. Consulting agencies to ensure proactive
technology management, implementation and training utilizing a broad and highly technical
knowledge of the agency applications network architecture, hardware and software
environment. Developed and maintained relationships with vendors and other
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telecommunications professionals. Prepared time and expense reports to clients and
managed for individual billings to maintain production levels.
12/00 – 09/00 Consultant/Lead Trainer Keane, Inc. Rocky Hill, CT
Developing and designing classroom training within the Healthcare and Insurance
industries. Working closely with development teams on HIPAA project s with
(Anthem/Keane) team members to ensure timely delivery. Training was presented in
seminar style with Hotel banquets rooms and/or Anthem’s auditorium countrywide.
Developed and designed with Anthem PowerPoint presentation for HIPAA project relating to
Overview, Security, Transactions & Code Sets. Designed documentation for round table
discussions (HIPAA) for Anthem employees. Presentations were presented to all levels
within the organization within Keane, Inc and Anthem personnel countrywide. Traveling
consisted of 30% plus of the year.
09/00 – 06/00 Consultant - CT, RI, MA
Self-employed - Consulting and training independent AMS and Applied) insurance agents
with the following issues: Installation of hardware/software, CSR’s and Accounting workflow
and Report issues, Rating Integration and 3rd party vendor’s software - Microsoft Work,
Excel, PS4, Marketing, Claims, Interfacing issues with Download/Upload, Backups, and
Marketing. Working with system’s Coordinators in personalizing their data for conversions.
Training System Administrators that were on a 32-bit Healthcare Disability Claims product
with configuration settings, installation, data warehouse, troubleshooting, security, codes,
Organization and people’s accounts, Defined searches/Views, Data Loader, Financial setup.
Those that wanted to customize their own systems were taught basic Crystal Reporting.
04/92 – 06/99 Regional Seminar Instructor/Field Training Specialist, Agency Management Services,
Inc. (AMS), Windsor, CT
Designing/developing material for hands on classroom seminar style training classes for
AMS Corporate Headquarters located in Windsor, CT. Assisting in performing product
demonstrations for AMS User’s Conference and mini-group and meetings for Pioneer Plus,
Pathfinder Plus and AFW management systems. Assisting in developing promotional
material regarding training classes. QA testing (beta) software within (manual/automated)
environments. Assisted with Blue Chip agencies with consulting key individuals regarding
blue print stage, setup of workstations, cabling, servers, etc. Train-the-trainer concept,
Backups, Disaster Recovery, training on-site with agency, CSR Workflows with policy data
entry, all types of invoicing – (agency/direct-billed), Accord Forms, claims, marketing, rating,
interface upload/download, PS4, Multi-Plan, SilverPlume, AIMS, Word, Excel. Assisted
System Administrators with getting ending balances ready for conversion, Table Setups,
Chart of Accounts - (Divisions/Departments, Bank Accounts, Producers, Employees, Fiscal
Year End Close, System Accounts,
Resume of Karen Wasyl
EMPLOYMENT
Company Pay Plans for installment invoicing, Bank Accounts). Assisted agency’s
Bookkeepers that were either Accrual/Cash accounting within (Cash Receipts, allocating
A/R accounts, Cash Disbursements (manual/computer), D/B Statements, budgets, J/E’s –
fixed, special, etc. Inter-bank transfers, viewing invoice postings, reconciling bank accounts,
reconcile D/B, applying credit invoices, money on account, pay commission, pay account
current, daily processing, period close, open year-end adjusting period, close year- end
adjusting period, fiscal year end, end of month, Trust Management and deleting statement
history). AMS Query, Maxis report building.
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1992 - 1975 Customer Service Representative/Insurance Agent, CT/CA
Twenty plus years within the Insurance Industry as a Licensed Property & Casualty
Customer Service Representative and Agent. Developing and producing New Business and
servicing existing Commercial, Personal, Group, Life & Disability business. Supervised and
managed Commercial Lines Department. Worked closely with Brokers, MGA’s,
Underwriters, Marketing and Billing representatives, Excess Lines markets, Reinsurance
carriers, Financial Institutions and Claims. Worked with Cash and Accrual accounting in
Allocated and reconciling invoicing (Agency/Direct-Billed) accounts, collecting past-due
premiums, Co-Calling, rating manually from manuals for all lines of business
(Personal/Commercial). Worked with all levels of clientele and personnel management.
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