Manager Customer Service
Resume:
PETER M. STEIN
South Windsor, CT 06074
860-***-**** (h)
860-***-**** (c)
********@***.***
Summary
Senior Business Analyst with experience supporting Life, Annuity and other product and service initiatives. Entrepreneurial success in operations, marketing and management, including design and product development, planning, and implementation of programs. Exceptional problem solving, team building, communication, analytical, strategic planning and negotiation skills. Enthusiastic and articulate communicator with proven ability to handle complex problems. Understand SDLC and worked in Agile and Waterfall environments. Excellent verbal and written communication skills.
Experience Highlights
Sports Photographer 2010 – 2017
Photographer for Wesleyan University Men’s Soccer team. Photos have been published on various Wesleyan University online locations, as well as school publications and displays.
Commissioned to photograph High School Soccer Players for family sports photos and preparation of college sports collage.
The Hartford Insurance Company 1999 – 2010
Senior Operational Data Analyst September 2008 – April 2010
Senior Business Analyst August 2007 – September 2008
Key member of Retirement Income Service Team at The Hartford. Products included Terminal Funding, Structured Settlements and Annuities.
Successfully prepared and managed financial budget for 5 departments. Responsible for managing and tracking payroll, overtime, fixed expenses, projects and training budgets. Ensured bills paid in a timely manner. Managed years of 2008 and 2009 to end positive to budget. Provided Reports to ensure company and department goals were met. Ensured KPI’s were measured. Provided Reports and analytics on department’s ability to meet metrics.
Recovered approximately $40,000 in 2009 due to incorrect billing. Established processes and documentation to ensure future billing paid, accurately.
Closely managed departments’ Staffing Models, to continually manage expenses, balance budget, and ensure that each department was properly staffed.
Handled all areas of SOX compliance and reporting for Retirement Income Services, which included presenting quarterly detailed research and analyses. Worked with multiple teams to streamline and improve areas of concern, in adherence with State-specific audits and SEC performance guidelines.
Responsible for all of the departments’ daily, weekly and monthly reports, which consisted of volume, performance metrics, and detailed trend analyses.
Managed Access Database to provide sales staff with proper various specific state requirements.
Business Analyst – VAS Replacement Program October 2004 – August 2007
Key member of Hartford’s 4-year VAS Replacement Project. Was involved in entire scope of project, including requirements gathering, analysis, specification, documentation, negotiation and presentation. Provided client support after delivery.
Functions based on Iterative and Incremental Development and Systems Development Life-Cycle processes (SDLC).
Facilitated meetings with Business Areas, as well as BA’s and Developers from IT. Relayed business requirements to IT, helped develop technical specifications, and investigated whether possible implementations were cost-effective.
Developed Business requirements, diagrams, and processes to ensure integration of VAS system to other upstream and downstream systems. Worked closely with Account Management, Contract Management and IT to ensure smooth transition.
Provided technical analysis of Vista data elements. Developed use cases and test cases for internal and external users of system.
Provided written business and technical specifications for enhancements to existing functions. Developed effective relationships within IT, which resulted in increased coordination of projects – often elevating priorities for the Business Areas.
Responsible for User Acceptance Testing, including development of test conditions, scenarios, test plans, expected results, execution of testing for assembly testing, system integration testing, and business acceptance, as appropriate.
Facilitated, documented and published detailed end-to-end business requirements.
Created current process workflow Use Cases and wrote detailed technical specifications.
Created workflow implementation and redesign plan – partnered with external consultants to accurately capture requirements.
Facilitated solution design sessions with Specialists, Output Developers, Interface Developers, Batch Architects, Business and IT Analysts.
Coordinated and led IT Partners through several detailed discussions, reviews and finalization of record layouts for all output.
Developed, published and obtained Service and IT stakeholder sign-off on detailed Solution Design documents and system specification documents.
Served as Subject Matter Expert (SME) in areas of business best practices and business platforms.
Continued to assist Account Management, logging over 1300 hours of overtime in one year.
Senior Service Specialist August 1999 – October 2004
Key member of annuity production environment. Consistently received recognition as top producer in a team consisting of 100+ processors.
Responsible for interpreting EDI transmissions from some of Hartford’s largest clients. Functioned well in a busy and sometimes hectic environment with hourly and daily deadlines.
Trained new employees and mentored team members to improve team’s performance.
Assisted Quality Team, auditing new contracts, enrollments and exchange transfer jobs.
Subject Matter expert to various teams including Account Management: Quality, Suspense, DCA Bonus, LOA and all Production Teams.
District Manager & Store Manager June 1986 – January 1999
Retail Store & District Manager for several national industry-leading companies. Effective Manager with experience leading teams of 8 to 300 employees. Responsible for all facets of store operations, including hiring, training, new store construction, customer service, sales, profit and security. Was youngest Store Manager of an 81-store electronics Retailer.
Education
Wesleyan University
Bachelor of Arts in English
Bachelor of Arts in Psychology
Computer Skills/Software:
Productivity Software: MS Office Suite (Word, Excel, Access, Project, Outlook, Visio)
Enterprise Systems: Repetitive Payment System (RPS), VISTA annuity platform, FileNet, Variable Annuity System (VAS), PowerImage, Business Objects, OMNI,EOS & Softcopy, Checkwriter, Lotus Notes, eTalk Advisor, STARS, BCS, BACIS
Development and QA: Mercury Test Director, PVCS Tracker, Business Engine Network (BEN)
Operating Systems: Windows 10, 8, 7, Vista, XP, ME, NT, 2003, 2000, 98, 95
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