Insurance Customer Service

David Janish

Niles, IL *****

***********@*****.*** 512-***-**** www.linkedin.com/in/davidjanish

Technologist / Business Analyst

Leverage Analytical Skills and Technology to Increase Revenue and Reduce Costs

Highly experienced Product/Business Analyst and Technology professional with exposure in the insurance, financial, and retail markets. An independent and team contributor who resolves software-related issues and executes business improvements to achieve high results. Communicates effectively within all levels of an organization through exceptional interpersonal skills.

Key CompETENcies

Mobile Device Management Agile Methodology Software and Hardware Support Troubleshooting

Application & Business Solution Development End-user Training Business Requirement Documents (BRD)

Software Development Life Cycle (SDLC)

Technical Skills

AirWatch VNC Viewer Signagelive RFID -TrueVUE Point of Sale (POS) JIRA ServiceNow

Customer Relationship Management (CRM) Microsoft Office (Word, PowerPoint, Visio, Excel) SharePoint

Android, iOS iPad Smart Phones

Professional Experience

SEARS HOLDINGS CORPORATION (Contract to Hire through TekSystems, 2013 – 2014), Hoffman Estates, IL 2013 – 2017

Business Analyst

Provided support to store associates using iPads and kiosks for POS, communication, and CRM tools.

Delivered troubleshooting, issue resolution, and developed applications / business solutions, ensuring efficient performance.

Supported integrated retail concepts, including iPads, online purchasing, CRM, and Cloud-based Digital Signs.

Increased efficiencies through writing WIKI documents, escalating issues where appropriate, and training end-users.

APPTICAL CORPORATION, Home Based 2012 – 2013

Business Analyst

Supported life insurance company’s sales agents using proprietary software.

Wrote business requirement documents (BRD) and acceptance testing scenarios for new software development and enhancements, improving client’s profitability.

Gathered detailed user interface requirements and specifications (business, functional, and end-user) for life insurance companies’ underwriting process, pricing policy based on risk.

Created and prioritized JIRA tickets for each Sprint, attended SCRUM meetings using Agile methodology, and tested software for each deployment.

Led implementation of new call center phone system using InContact’s Studio software.

Worked with new and existing clients, identifying, researching, and executing specific user profiles, security, technical, and business needs.

Provided technical support and training through strong understanding of SDLC.

Translated business processes into system functionality in Agile environment, coordinating work across multiple teams onshore and offshore.

Provided technical support, responded to outages, set up new users and permissions, documented overall functionality of proprietary system; increasing client satisfaction.

David Janish ***********@*****.*** Page Two

FARMERS INSURANCE, Austin, TX 2004 – 2012

IT Analyst Underwriter

Provided technical computer support to insurance agents and clients with MS Windows, Internet Explorer, Google Chrome, Firefox, and Safari browsers, including proprietary software by answering incoming calls and remote support using TeamViewer.

Received awards for providing outstanding customer service and being a team player.

Resolved PC, iPhone, and Android smart phone issues with internet connectivity, emails, and wireless printers / scanners.

Served as underwriter for personal lines property and casualty (auto, life, and home) liability insurance policies, regarding risk analysis, accepting / declining insurance coverage, and claims support.

Additional Experience

TIME WARNER CABLE, Austin, TX

Technical Support

JANUS MUTUAL FUNDS, Austin, TX

Investor Communications

JOHN G. KINNARD & CO., Minneapolis, MN

Research Analyst

MORGAN STANLEY, Minneapolis, MN

Investment Representative

AVNET, Minneapolis, MN

Sales Engineer

COMPUTING DEVICES INT., Minneapolis, MN

Business Development / Quality Engineer

Education / Certifications

Bachelor of Science (BS), Electronic Technology, Indiana State University, Terre Haute, IN

Six Sigma – Green Belt and Yellow Belt, Farmers Insurance

Series 7, 31, 63, 65 financial securities licenses, Financial Industry Regulatory Authority (FINRA)

Insurance INS 21, 22, 23, American Institute of CPCU (AICPCU)

Awards

Time Warner Cable Employee of the Month Award

Sears Employee Suggestion Award for Increasing Revenue $2M

Farmers Insurance National Quality Review Award for “Best in Class” Customer Service for 6 Quarters

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