Sign in

Customer Service Representative

Tampa, FL
September 12, 2018

Contact this candidate


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


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.


Member of Ceridian Volunteer Club – 2006 & 2007

Toastmaster’s Club – 2008 – completed


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

Contact this candidate