Customer Service Representative
Resume:
Taira D Heath
Tampa, FL **626
Business Analyst
Summary of Qualifications:
Accomplished Business Analyst with over 5 years of experience in project management, supporting business solutions, analyzing business operations and documenting business requirements to meet company objectives.
Core Competencies:
Customer Service
Business Modeling
Technical/Requirements Documentation Writing
Project Management
Process Improvement
Agile/Scrum Methodology
Internal Controls
IBM AS/400
Organizational Skills
Verbal and Written Communication Skills
Bilingual fluent in Spanish
Detail orientated
Adobe Acrobat
Microsoft OS/Office
SDLC
Change Control Management
Professional Experience:
Bankers Financial Corporation Dec 2012 – Aug 2018
Business Systems Analyst
Devises and designs business requirements for business problem solutions and new business opportunities.
Documents functional requirements, technical requirements, use cases, business process flows and data flows.
Conducts discovery sessions and documents functional requirements for business cases.
Analyzes business processes, makes improvement recommendations and collects and documents data requirements.
Acts as a liaison between the business, IT, PMO and SQA.
Assists in prioritizing development and making strategic technical recommendations to customers.
Produce technically accurate conceptual procedural, best practice, administrative and troubleshooting documentation for Bankers businesses.
Supports Project Management for on time completion of projects within the pipeline.
Using the Agile Methodology; Create user stories to identify issues or enhancements needed, attend weekly meetings and ensure projects get completed within a Sprint.
Proactivity identify opportunities to leverage technical solutions to facilitate business solutions.
Assists SQA with design of new functionality test plans.
Dec 2011 – Dec 2012
Customer Service Representative II – Commercial Operations
Answered incoming calls to provided customer service for Bankers Insurance policy holders, discuss policy changes and add/remove service.
Provide quotes to insurance agents and the insured as well as assist with navigation through Bankers Insurance website.
Troubleshoot problems and identify issues and provided recommendations to our IT department for our internal systems and websites.
Continued education of multiple underwriting guidelines, processing procedures and systems for assigned products and services.
Assisted with intake of catastrophic claims including setting up new losses via First Notice of Loss within the policy administration system.
Compile and process Builders Risk Reports.
Issues new business policies, work the Escheat report, process incoming endorsements.
Ceridian Benefits Services Oct 2000 – Nov 2011
Client Service Support/Account Manager
Answers customer inquiries about products and services, coordinates tools and resources to ensure customer retention and growth.
Support of client related activities for multiple product types and resolved issues relating to daily processing requirements.
Ensured accurate client information was entered into the administration system by associates.
Maintained and ordered client specific materials dependent upon business unit.
Provided accurate and timely reporting to clients and ensure integrity of data being reported.
Involved in annual audits, employee training and annual client account renewals.
Participate in process improvement teams and quarterly development projects and present to business unit.
Activities:
Member of Ceridian Volunteer Club – 2006 & 2007
Toastmaster’s Club – 2008 – completed
Education:
Northeast Senior High School - Diploma 1988
St. Petersburg Junior College – 1989 – Attended 2 years
Skillsoft Excel e-Learning course
Customer Service Professional 440 License – October 2012
Business Analysis for the IT Professional Training – June 2013
Notary Public, FL
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