Customer Service Insurance

CAROLE ANN PICCIANO

Willoughby OH *****

Cell? 440-***-**** . **************@*********.***

COMPLIANCE AUDITOR TESTING ANALYST AND INSURANCE

Compliance Auditor and Testing Analyst with experience in Property &

Casualty and Life. Implemented compliance programs including policies and

procedures, training and education, compliance investigations, monitoring,

audits and testing analyst. Demonstrated competencies:

Compliance Auditing Customer Service

Office Management Budgets

Staffing Training/ Coach

Event Coordination Cross Selling

MS Office Procedure Development

Testing Analyst

PROFESSIONAL EXPERIENCE

AMTRUST FINANCIAL GROUP, Cleveland, OH 2014 to 2018

A $9B financial services, multinational property and casualty insurance

company.

Quality Control Auditor (2016 to 2018)

. Analyzed process and problem data for trends and developing issues and

made recommendations. Ran basic SQL queries to make sure information

was accurate when needed.

. Developed audit plans on business analysts and systems testers comparing

work to standard operating procedures. Identified non-conforming issues,

created reports and submitted to management.

. Developed procedures for business analysts, tester and other quality

control auditors.

. Served as liaison among compliance management/analysts, supervisors,

managers, product management, BA's, testers and product development to

integrate content and achieve successful product for end users.

Forms Compliance Testing Analyst Lead (2014 to 2016)

. Worked with Compliance to create issues for new, revised and withdrawn

policy forms to be tested and implemented for commercial auto division.

. Tested, analyzed and audited the new, revised and withdrawn forms to

ensure correct attachment to policies for agents/policyholders while

remaining compliant by state standards using the Waterfall Model.

. Developed new and changed existing procedures on issue creation to

streamline efficiency for testers and developers. Trained testing

analysts for forms compliance.

. Established, updated manual testing requirements and procedures to create

training material used in all new hire orientations.

NEW YORK LIFE, Lakewood, OH 2014

Third-largest life insurance company in the United States

Annuities Consultant

. Educated financial institutions and independent financial advisors on

financial products offered by New York Life.

. Reviewed and analyzed individual policies ensuring correct rates on

policies for customers.

LEXIS NEXIS, Beachwood, OH 2009 to 2013

Business research and risk management services.

Content Development Specialist (Testing Analyst)

. Tested, analyzed and audited new insurance rates for numerous property

and casualty insurance carriers before being released to production

environment.

. Utilized proprietary rate testing system to uncover programming defects

by comparing state requirements to actual results.

. Developed reports for system corrections and served as liaison between

content development and IT.

. Averaged 35 quotes routines per month, totaling 420 for the year at a

>99.5% accuracy rate.

INDEPENDENT INSURANCE AGENT 2007 to 2009

New York Life (2008 to 2009)

Western Southern Financial Group (200 7to 2008)

PROGRESSIVE INSURANCE, Mayfield Village, OH 1997 to 2007

One of the largest providers of car insurance in the United States.

Senior Compliance Specialist II (2000 to 2007)

. Worked with state departments of insurance, agents, territory sales

managers and legal departments, ensuring that agents and agencies were

complying.

. Ensured that agents/agencies were properly licensed, appointed, renewed

and terminated in property & casualty within the laws set forth by each

state.

. Developed and implemented polices with management in NM & KS to ensure

100% compliance with agents /agencies appointments/terminations,

policies, & rates.

. Created training materials and trained employees in error identification

and correction.

. Gathered documentation for Market Conduct & Legal Department to present

and work with the State Department representatives on state audits.

Customer Service (1997 to 2000)

EDUCATION/ PROFESSIONAL DEVELOPMENT/TRAINING

Coursework, Life & Health Insurance, Hondros College, Independence, OH

Coursework, Accounting & Business, Lakeland Community College, Mentor, OH

Word, Excel, Office Equipment, Insurance Software, Restaurant POS Systems,

NTG Graphic Slide Composer, Medical Terminology

MEMBERSHIPS

CPR Certified

COMMUNITY VOLUNTEER

Cleveland Food Bank, Cleveland Metro Parks, elderly book drives, Battered

Women's Shelters, Toys for Tots

Contact this candidate