Donna Osteen

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

Columbia, SC *9223

ac1qwj@r.postjobfree.com

803-***-****

Professional Summary

Business Analyst / Project Manager

Personal Lines (Auto/HO/Inland Marine/Umbrella) – 28 years

Workers’ Comp – 4 years

Commercial Automobile, Commercial General Liability, Commercial Workers’ Comp – 6 years

Watercraft – 2 years

Package Policy – 2 years

Extensive Billing, Collections and Commission / 1099 experience

Direct bill, Agent Bill, Account Bill and Customer Bill

Policy Admin, Rating, Claims

Automated Functional Testing

Data Conversions, Interfaces, ISO

Specification Documentation

Matrix Testing

Custom Implementations including Customer Specific Requirements

Configuration Maintenance

Mainframe, CICS, DB2, Series II, Series III, Point, Point In, Exceed, ISCS Sure Power, Sharepoint, AFT and Quality Center

Forms and Reports

Donna is a hands-on Business Analyst and Project Manager with 28 years of experience and expertise in the development, implementation and support of strategic application systems across a variety of platforms and technologies. Her 25 years of insurance experience covers P&C Personal Lines and Workers’ Compensation, along with Package Policy.

She has led the selection and implementation of numerous software packages for Billing, Policy Administration, Rating, Claims, and other business areas. She is also capable of managing and developing custom systems on multiple platforms, including interfaces, data conversion programs, and has used multiple software tools for creating forms and reports. Donna’s extensive Billing knowledge has resulted in several new enhancements that have saved her customers both time and money.

Donna has a proven record for exceeding project expectations within budgetary and time constraints. She also has an excellent record of building and maintaining strong teams through communications, coaching and personal development. Whether primarily acting in the role of Project Manager or Lead Business Analyst, Donna is quick to address any issues needing attention.

Insurance Professional Experience

Mutual Assurance Society of Virginia June 2016 – Present

ITS Data Services Sr Consultant

Created test cases for Virginia Dwelling and Fire

Executed testing for Virginia Homeowners

Wisconsin Reinsurance March 2016 – June 2016

ITS Data Services Sr Consultant

Created and executed test scripts implementing Wisconsin Personal Auto

Developed a rating spreadsheet to assist the customer with rating testing

Developed and executed Automated Functional Testing for Policy, Claims and Billing

Crestbrook Insurance January 2015 – February 2016

ITS Data Services Sr Consultant

Created and executed test scripts implementing California Personal Auto

Created and executed test scripts implementing Auto, Homeowners, Inland Marine and Umbrella for various states

Executed Inland Marine rating testing for various states

Worked backlog items against Sprint deliveries

Assisted the customer with various projects as needed

Southern Farm Bureau July 2013 – December 2014

ITS Data Services Consultant

Worked with client to implement a new rating structure based on general criteria rather than a tier structure within Exceed. Created and executed test cases, identified issues and worked with technical staff to resolve.

Implemented late fee processing

Tested Billing enhancements and code fixes

Created function lists for and tested a new Customer Online Quoting tool

Western Heritage (Nationwide) November 2012 – March 2013

ITS Data Services Consultant

Assisted with the creation of rating spreadsheets to validate rates pertaining to Auto, Homeowners and Dwelling Fire.

Created and executed test scripts to validate that rating was working correctly.

Tracked and reported progress to client using Sharepoint.

Madison Mutual Insurance Company June 2012 – November 2012

ITS Data Services Consultant

Worked with client to identify issues within their ISCS Billing processing.

Created and executed test scripts to validate current Billing issues within Auto, Homeowners, Dwelling Fire and Umbrella.

Created a set of regression Billing test scripts that can be executed individually or as a group based on enhancements or updates to current Billing functionality.

Worked one and one with the client to teach them how to execute test scripts including managing the system cycles so that they could support their own testing

Computer Sciences Corporation 2010 – June 2012

Project Manager

Served as the Project Manager and Business Analyst on a custom development project for a new Personal and Specialty Auto Implementation.

Responsible for project plans for 4 project size change controls delivered to the customer within a 2 month window.

Managed the custom development team through detailed design, programming, unit testing, system testing, integration testing with the existing policy management system, and user acceptance testing. The team consisted of offshore programming resources, IT personnel, and several independent contractors in multiple locations.

Led Envisioning sessions with customer to identify potential gaps in the current base system.

Created teams to research identified gaps and create requirements if needed.

Managed and identified risks for Customer using Sharepoint

Worked with customer to identify system requirements needed to implement package policy.

Created and updated system documentation to reflect new and changed configurations.

Reviewed and approved billing and policy test matrixes.

Provided post-implementation support, resolved issues, and revised procedure documents.

Created a Phase II, Phase III and Phase IV project plan to incorporate anticipated requirements from future lines of business.

Computer Science Corporation 2002 to 2010

Lead Business Analyst

Served as the Lead Business Analyst on several auto, homeowners, water craft, workers’ comp implementations, commercial auto, commercial general liability and commercial workers’ comp. Several implementations required focus on billing, one focused on policy. Billing type implementations include direct bill, agency bill and customer bill.

Met with customers to determine their business needs and provide demos.

Met with customers to identify gaps and then provide approaches, specifications and detailed estimate to address.

Created extensive and detailed billing matrixes, executed before delivery to customer and after delivery with the customer.

Worked with technical staff to resolve codes issues

Extensively regression test base system confirmation to ensure new modifications did not result in system issues.

Created, tracked and assigned issues using both Quality Center and Track Record.

Worked with customers to plan data conversions.

Developed, tested and delivered a modification to address Moratorium and Catastrophe processing. This modification stops non-payment processing in the event of a hurricane or catastrophe based on date, state and zip code.

Developed, tested and delivered a modification to skip holidays and weekends when scheduling and processing EFT payments.

Developed, tested and delivered a Collections processing enhancement for the base Exceed system.

Assisted customers in setting up a process to balance both their billing and their commission system.

Provided on site customer support during implementation and production.

Computer Sciences Corporation 1994 - 2002

BPO Billing and Accounting Supervisor

Managed a staff of 13 and a budget of $5 million for multiple assigned risk insurance companies.

Managed daily receivables, weekly client cash transfers, monthly bank reconciliations and general ledger for 23 clients.

Daily system balancing for customers on Series II, CABILS, BCMS and Point platforms.

Manually balanced commissions monthly for clients based on their system gaps.

Handled quarterly claims reporting for multiple clients.

Responsible for yearly 1099 processing.

Handled DOI, insured and agent inquiries

Manually entered endorsements and reconciled premium for a large commercial account that used Series II as a repository rather than using the rating feature.

Documented internal procedure for each client.

Created billing matrixes and executed for new customer enhancements

Responsible for the implementation of new outsourcing contracts and their data conversion into Series II, CABILS, BCMS, Point or Point In.

Computer Sciences Corporation 1989 - 1994

Billing Clerk

Daily entry of cash receipts, balancing and reporting for 20 customers.

Processed weekly customer cash transfers.

Responsible for monthly bank reconciliations and general ledger balancing

Handled daily system balancing for Series II, CABILS, Point and Point In.

Handled DOI, insured and agent inquires.

Other Professional Experience

Accounts Receivable Clerk

Baptist Hospital Columbia, SC Collections Department

Office Assistant

King’s Laboratory Blythewood, SC Payroll

Systems and Software Experience

Insurance Systems: Series II, Series III, BCMS, CABILS, Point, Point In, Exceed, ISCS

Languages: XML, HTML, C++, Java, SQL, COBOL II

Environments/Tools: Web, Windows, Client/Server, AS/400, Lotus Notes, Microsoft Office suite, Crystal Reports, Share Point, Quality Center

Databases: DB2, SQL Server, Access, CICS, DB2

Methodologies: UML (Unified Modeling Language), Six Sigma

Project Management: MS Project, SuperProject, Project Workbench

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