MELISSA GERRIER-SATAGAJ

*** ******* **** **** ******** CT 06480

860-***-****

ac3ydz@r.postjobfree.com

www.linkedin.com/in/melgersat

Industry Experience

Financial Services: Retirement Services, Annuities, Operations Services and Support, Trade Support, Transfer of Accounts (ACAT/Non-ACAT/1035 Exchanges), Qualified Accounts, Cashiering (Funding and Distributions)

Insurance Services: Life, Property, Casualty, Commercial, Specialty, Health Care, Group Benefits, Affordable Care Act

Human Resources: Training Research, Delivery and Facilitation, Policy and Procedure Documentation, Human Resources Management / Information Systems, Onboarding

Technical Skills

Requirements Documentation, System Analysis, Procedure/Process Analysis, Facilitation (JAD Sessions, Focus Groups, Storyboarding, Requirements Workshops, Project Recap), Agile and Waterfall Methodology, Process Mapping, Data Mapping, Data Rules, Reverse Engineering, Microsoft Suite, MicroStrategy, Visio, Project Life Cycle, Document Forms, Quality Assurance, HRIS/HRMS/HCM, SharePoint Design and Administration, Outlook and Lotus Notes Administrator, Technical and Soft Skills Trainer, Adobe Forms Design, Desktop configuration (software / hardware deployment), Project and Confluence Software (Project, Rally, and JIRA), SalesForce, Cornerstone, ADP WorkForce Now, Kronos WorkForce

Artifacts Expertise

Business Requirements, Functional Specifications, Best Practices, Change Control, Defect Logs, Gap Analysis, Key Decision Log, Lessons Learned, Scribe, Peer Review Documents, Post Implementation Reviews, Quality Reviews, RACI Diagram, Requirements Strategy, Risk Assessment, Reverse Engineering Documentation, Testing Strategy, Unit/Functional/User Test Cases, Work Breakdown Structure

Soft Skills Expertise

Adaptability, Leadership, Mentoring (Coaching & Development), Collaboration, Project Management, Problem Solving, Strategic Thinker, Strong Client Relationships, Initiative, Teamwork, Time Management, Communication, Conflict Resolution, Continuous Improvement, Decision Making, Handle Complexities, Influencing, Manages Detail, Customer Service Skills, Change Management Methodologies

Experience

NEOS LLC, Hartford, CT 08/2017 – 12/2017

Senior Business Analyst (Consultant)

Created process models capturing the life cycle of Group Benefits from RFP to issuance / claims and bill readiness.

Facilitated process model sessions to identify the special needs of transition as well as organic business.

Documented and maintained interface, decision, task, and question database during the transition of one carrier to another.

Dissected the letter of intent by section to identify areas of concern and focus. This dissection helped to facilitate conversations around knowledge and process gaps that were addressed during process model sessions.

Travelers Insurance, Hartford, CT 03/2017 – 08/2017

Personal Lines Billing Services Senior Business Analyst (Contractor)

Designed team SharePoint site and delivered best practices training. The initial scope was to build the Personal Lines Team SharePoint. The site was well-received and Senior Leadership opted to leverage team site for the US Billing Services division. (Personal and Business Lines)

Created and maintained online Billing Services Training Repository and its contents.

Facilitated JAD sessions with key operations area to identify payment procedure for personal and business lines.

Collaborated with team members to create payment process models (HLD/LLD) for payments made via check, web, or 3rd party services.

MassMutual, Springfield, MA 01/2017 – 03/2017

Data Analyst (Short-term Contract)

Perform Data Analyst tasks within the Data Agg MetLife to MassMutual Transition Team such as scrubbing custodian information to ensure consistency of PII as well as split (joint) representative information.

Built reports using various data warehouse applications such as Barings and Cognos.

Verify missing representative information using proprietary application.

Export data using pipe delimited format for use by Broadridge, QA, and downstream testing.

AccessHealth CT (AHCT), Hartford, CT 03/2016 – 11/2016

Senior Business Analyst (Contractor)

Assisted PMO Manager with facilitation of daily project standup and documentation standardization during call center transition.

Collaborated with internal / external stakeholders to perform gap analysis, create business requirements and build use / test cases to design new and improving upon existing procedural, training, website, and service delivery issues.

Collaborated with vendors such as Deloitte, Eventus, AMBEST, and Faneuil to deliver enterprise system and workflow enhancements. This includes identifying Role, permissions, and taxonomy.

Facilitated JAD sessions with team members representing stages within a procedure. This approach encouraged teams to think downstream and with a system / procedural solution as opposed to a myopic approach benefiting a small population.

Built process maps of health care enrollment procedures using various scenarios such as family dynamic, citizenship, and income levels. The process maps were then used to build requirements for site modifications.

Assisted with research and data collection requests from State and Federal Authorities to identify possible fraudulent activities.

Reviewed and audited system / project tracking system (JIRA). Our team worked diligently to reduce the number of outstanding tickets by over 75%. By conducting a ticket-by-ticket review, we identified duplications, trends, and grouped issues to promote a more cohesive approach to systemic issues.

Created Business Requirement Document, Reference Guide, and use case template as well as train / mentor staff transitioning from Operations to IT.

Designated SharePoint Administrator and Designer as well defining permissions and groups based upon page (content) to avoid the need for public and private pages.

Acted as the point person for Oracle Customer Service Management Knowledge Base system. My collaboration with Legal and DSS personnel as well as internal subject matter experts has led to the delivery of a knowledge repository used by employees and other business partners such as DSS.

Charter Communications, Stamford, CT (Short Term) 12/2015 – 01/2016

Data/Business Analyst (Contractor)

Perform data analysis using various repositories, such as MicroStrategy, proprietary billing, customer service and tracking systems, and Neustar Porting Services.

Acted as point on the Enterprise Universal Score Card career tracking project to identify standard roles, responsibilities and service level agreements to empower employees for career pathing.

Created and disseminate daily reports used to track reschedules and port fails.

Reviewed residential and commercial customer service procedural documentation for enterprise use.

Utilized Cognos to build out reports needed to identify agents and licensing.

Beazley USA, Farmington, CT 12/2014 – 12/2015

Senior Business Analyst / Quality Analyst

Collaborated with senior management to identify their business unit processes, gather and document reporting/analysis requirements then translate the requirements into functional and non-functional specifications.

Leveraged existing business requirements to build configuration mapping for new or updated products.

Acted as escalation point to assist the underwriting team for personal, commercial, and specialty products including rating, navigation, and general support on proprietary systems and various insurance industry platforms.

Cultivated relationships with senior management and support staff in all areas to ensure an open and collaborative dialogue regarding business needs and concerns.

Developed and maintain accurate system documentation including information attributes and business rules as well as the creation and delivery of training materials.

Created training delivery template used by UK and US business analysts.

Designated lead for Homeowners application upgrade working closely with external vendor on forms redesign, QA testing, and organized UAT testing.

Performed manual testing on product raters including raters created for primary and surplus lines of insurance.

Knights of Columbus, New Haven, CT 01/2011 – 12/2014

Business Analyst

Acted as Project Lead and Business Analyst to identify vendors, negotiate costs, and deliver an HRIS solution. A component of the project included analyzing existing Human Resources protocols and processes. The existing processes were mapped to capture the lifecycle of an employee from pre-hire to retire using the Department of Labor, Connecticut Labor Laws as the Knights of Columbus Code of Ethics and Conduct.

Partnered with business units, key stakeholders and other technical partner to identify and address data quality issues; detect data trends; design, construct, test and implement scalable, highly available, and secure solutions to meet business requirements and deliverables.

Collaborated with business units to build process models using current procedures for Life Insurance products, Human Resources functions as well as leveraged complex computer programs to develop and implement business intelligence solutions to support business requirements and deliverables. Solutions range from ad-hoc/basic reports to advanced analytic models. One report and accompanying homegrown application increased talent management efficiencies by nearly 40%.

Created onboarding program to increase new employee engagement and decrease completion / processing time.

Assessed, defined, and coordinated training needs and the subsequent design, development, and delivery of original training in alignment with business and organizational goals. This included participant and facilitator materials, coordinating logistics, recruiting and managing appropriate internal and external resources, conducting training evaluations, and develop reporting to measure success and / or adoption.

Managed and mentored managers-in-training staff during their Human Resources rotation. This would include a rotation assessment to capture skills needing refinement and coaching.

Successfully completed DOL Records Management training and implemented file management protocol

MiddleOak, Middletown, CT 05/2006 – 12/2010

Security / Web Analyst

Designed and implemented Agent Contract and License Database to incorporate information maintained within 3 separate Excel spreadsheets into one web based solution. The database fed directly to Commercial quoting service and allowed for more streamlined process from quote to bind.

Utilized Active Directory to align Outlook group and eliminate duplications / outdated information. During this Outlook initiative, I also reviewed each group within Active Directory and removed terminated employees.

Provided QA and testing assistance for personal lines and commercial quoting services as well as integration with TAM, IVANS, ISO, and various industry platforms.

Designed and implemented Agent Web Access database to track agents utilizing the MiddleOak website. This database empowered field underwriters to easily view agents utilizing web services to assist with training and new product delivery.

Analyzed existing Agent database to identify efficiencies and decrease costs. By utilizing telephone numbers as the common denominator of possible duplications, this analysis decreased duplicate emailing / mailers by over 55%.

Designed and mapped over 100 fillable applications for multiple insurance lines to coincide with the launch of new Property and Casualty quoting services. By utilizing fillable online forms, efficiency increased as the information was complete and integrated seamlessly from quote to bind to issuance.

Process and tracking incoming security access changes, including new employees, terminations, and modifications to existing services.

Maintained forms library and internal documentation using both internet and SharePoint platforms.

AXA Financial (Advest/MONY/AXA/Merrill Lynch), Syracuse, NY & Hartford, CT 02/2001 – 05/2006

Security / IT Analyst

Provided onsite training and support during two clearing house conversion projects and corporate transitions from Advest to AXA then AXA to Merrill Lynch.

Analyzed telecom invoices and identified T1 lines incorrectly disconnected after 9/11 for our NYC trading departments. Through this analysis and review, over $125,000 was recovered from the vendor.

Created and tracked existing system roles during multiple transitional environments. As clearing systems changed, the role access would be analyzed and adapted from the existing to new clearing house to ensure business continuity.

Managed the Reuters profiles and chargebacks of an enterprise level. By implementing a self-audit procedure, over 100 obsolete profiles were deleted and an annual savings of over $75,000.

Created and implemented user guides for various applications, such as Bloomberg and Outlook.

Manually tracked and provided monthly department chargeback reports for over 4000 workstations from time of purchase, deployment, and lease return. By manually analyzing the usage and facilitating timely returns, the equipment loss was reduced by over 80%.

Managed internal work orders to ensure proper routing to the appropriate teams as well as provide training on procedural questions and status reports for end users.

Netfolio, Greenwich, CT & New York, NY 05/2000 – 02/2001

Client Services / Operations Manager

Managed 11 full time employees providing service to approximately 200 accounts totaling over $425 million.

Authored Netfolio’s Operations Guide and FAQs based upon industry rules, regulations, and standards.

Assisted Quality Assurance teams in testing various applications including the Netfolio web site and internal client service tracking system such as ACT and WebLine.

Collaborated with Human Resources and Finance in the development of departmental policies and procedures such as quarterly goals, bonuses, and service level agreements with Netfolio’s custodian, Bear Stearns.

Schwab Institutional, Orlando, FL & Atlanta, GA 01/1994 – 04/2000

Client Service & Regional Account Representative

Provided operational support for 5 of the largest and most profitable independent financial advisors with combined assets totaling over $1 billion.

Acted as a Transfer of Accounts Liaison to facilitate in the processing of incoming transfers. While performing this function, efficiencies increased by reducing the transfer process from 6 to 8 weeks to less than 30 days.

Designed and implemented a Transfer Assistance Matrix for internal and external training.

Professional Recognition

AccessHealth CT, 2016

ACA/Exchange Certified Assister

Knight of Columbus

Certification, Accelerated Learning, 2011

LOMA Certification, 2013

oFMLI Fundamentals

oInsurance Administration

oFoundations of Customer Service

MiddleOak

Introduction to Insurance Operations, Certificate, 2006

Business Analyst Certification, 2010

Department Recognition – P&C Application Rebuild, 2010

Advest/AXA

Nominated - Employee of the Year, 2003 & 2004

CEO Recognition

oAdvest to AXA (Wachovia) Conversion, 2004

oAXA to Merrill Lynch Conversion, 2005

Charles Schwab & Co.

Employee of the Month

Chairman’s Club, 1999 & 2000

Spirit of Schwab Institutional, 1999

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