Articulate communicator with building rapport at all levels with internal and external associates and experienced with Agile and Waterfall methodologies. Throughout my career, I have had the pleasure of working on projects with small and large cross functional teams of application and business architects, business process owners, subject matter experts, testing teams, and systems and business analysts.
Scope and change management
Diagramming business process work flow
Document requirements, user stories and test cases
Scripted and unscripted testing activities
Gherkin Language User Stories
Training & Documentation of Standard Operating Procedures for users
Agile and Waterfall Methodologies
Liaison between the technology department and business partners
Excellent listening, written and oral communication skills
Software Development Life Cycle
Tower Hill Insurance – Gainesville, FL
Business Analyst – (Contract) April 2019 to Current Date
Participate in Scrum meetings
Meet with stakeholders of all levels of management for requirement discussions
Documenting use cases identifying user events and system responses for a Commercial Lines Policy Administration System transferring from Guidewire to a new platform.
FCCI Insurance Group Sarasota, Florida
Senior Business Analyst – (Contract) May 2018 to October 2018
Documented user stories from a (FSD) functional specification document for a Commercial Insurance Guidewire implementation
Facilitated meetings with IT peers and stakeholders to review documented user stories for approval and sign off
Functional and Regression Testing
Documented defects in Jira detailing actual results and expected results
Anchor Insurance Company - Saint Petersburg, Florida
Senior Business Analyst - (Contract) October 2017 to May 2018
Agile Methodology - Attended daily scrum meetings to share requirement documentation status on what was completed the previous day and what was planned to complete for the current day
Met with stakeholders documenting Business Requirements for HO3, HO4, and HO6 property insurance coverage/rating rules, hard and soft stops, field labels, field types, options, mandatory vs optional coverages, static and dynamic form output requirements for ISCS/Guidewire policy administration vendor implementation
Documented user roles read and write access for accounting and finance, underwriters, senior underwriters, management and customer service roles
Functional and Regression testing after code was implemented after each sprint utilizing the test cases from previous sprints
Utilized Jira documenting defects and new requirements for a state roll out
Production issue triage addressing concerns raised by the business, providing training when applicable and addressed enhancement requests
Defect management - prioritizing identified defects with the stakeholders to include in upcoming sprints
Orchid Insurance Company – Vero Beach, Florida
Senior Business Analyst - (Contract) November 2016 to June 2017
Documented admitted insurance product process workflow, coverage and rating hard and soft stop requirements for a multiple state roll out for an Oceanwide policy administration vendor implementation
Documented underwriting dashboard report requirements to include the data that was expected to be displayed
Documented compliance requirements for the quote cover letter to include the position of the company name, address, and logo, font type and size of the verbiage, and disclosure information for the quote
Met daily with the offshore testing team to gather their progress and answer and or address any issues or concerns
Coordinated UAT testing to identify the participating business users and provided test cases to execute their testing
Documenting user roles read and write access for the underwriters, senior underwriters, management and customer service roles
Documented sequence, carrier specific and state specific policy form triggers for the multiple state roll out
Executing scripted and unscripted functional and regression testing. Scripted testing was initiated by utilizing test cases from previous sprints
Identified and communicated issues and defects via Jira including the actual result, expected results and screen shots
Nationwide Insurance Company Corporate Headquarters– Columbus, Ohio
Requirement Analyst - (Contract) January 2015 to November 2016
Worked on multiple contact center application projects simultaneously, participated in weekly stand ups, complete pre-discovery work, facilitated requirement gathering meetings, estimated projects, completed requirements and use cases for a variety of small, medium, large, and enhancement projects for their contact center.
Listed below are project details I have worked on:
Work from Home Project for Personal Line Services Call Center Associates that has selected a combined total of 300 associates from all servicing locations to participate in the expansion of the WFH initiative.
NSS Personal Lines Sales request to segment sales prospect callers in the PLPS and Sales IVR by adding new prompts for those that qualify for the nonstandard auto products based on no prior insurance experience.
Commercial Farm and Claims Business Units wants to use the spare aggregation key for aggregate data to the Info Mart reporting tool. This allows more robust information to be available in their reports.
Member Solutions is requesting a report to identify when someone is taking phone calls and the solution has stopped and is not call recording in Qfiniti or Callcopy
Updating the incorrect branding within Fusion will assist agents in referencing the correct products within Fusion and continue the pathway of Fusion and NSS to "one brand". This enhancement consists of modifying database tables to change the platform names from THI and Titan to WebPOS. Oracle Database update only.
Ability for MCR’s to toggle between current hh:mm:ss format and second’s format in the call timer feature in Softphone. The setting will be remembered for each associate so they won’t have to select each time they login to softphone. The toggle ability would be configurable by Business Unit. This toggle feature by default will be turned off for all Business Units unless they want to turn it on.
Genesys Interactive Insights reporting tool enhancing their reporting capabilities - This project installed Genesys Infomart with Interactive Insights for CSC and FSC Contact Centers. The project implemented the product to gather reporting data and train associates on the new reporting tool.
Web Support IVR Expansion - Direct and Member Solutions want to expand the number of locations for the Web Support contact center team. The team was operating out of the Lynchburg location only. Calls reach this team via a TFN which directs to an IVR routing call to various business units including P&C sales and service, NF, Titan service etc. The routing targeting the Direct Web Support team is accomplished using Avaya CMS skills. This changed to Genesys call routing.
Verint Data Processing & Analytics – The pilot of the Verint out of the box DPA solution added a layer of performance data for the processing centers in CSSS. This pilot provided processing leadership the benefit to electronically capture website and application data to manage productive, non productive, and idle time, more accurately forecast future work, opportunity to streamline processes, and identify coaching opportunities.
Claims Contact Center IVR routing enhancement project - Enhanced and new IVR navigation and features, identifying and providing new routing for medical provider calls, specialized handling of agency calls, and update handling for property and Spanish/Chinese calls with unique call types and/or skilling associated with each.
New contact center for 300-350 person contact center was set up for IVR and skill based call routing. The intent of this project was to establish the infrastructure to support Member Solutions – Personal Lines Services (Call Center) associates and the appropriate contact center required tools and licenses.
Outside vendor IVR and call routing set up for a location - Direct Sales contact centers were experiencing high call volumes and are unable to scale up or down in a timely manner which resulted in higher abandonment rate. The selected handles the call overflow.
Schedule Future Payments - Members were not able to schedule a future payment via IVR. This enhancement provided the ability to schedule a one-time EFT or one-time bankcard payment to be executed on a date in the future (within certain parameters) and a confirmation text message was sent.
Last Day to Pay via IVR - Communicate to members the last day to pay to avoid a lapse in coverage for policies in warned status via the IVR and include verbiage in a one-time text message.
Call Routing and Recording - The Sales Compensation Support team currently utilizes option 4 on a toll free number. This TFN is currently set up as a voice mailbox the team retrieves voice messages from. This project is to re-configure this TFN so they can take live calls.
Personal Lines Service requested to route most frequent callers to a smaller subset of MCRs that are trained to spend time working with members to understand the drivers of their higher call volume in an effort to increase efficiency and mitigate calls
Personal and Commercial Lines Underwriting, through regional realignment, consolidated underwriting locations down to two in the next few years. The Underwriting organization desires the capability to leverage resources in a virtual way in order to best manage time, service, and agent experience expectations. With this ability they are able to create efficiency and expense savings by leveraging the capability to understand call volumes, services levels and staffing needs real time and in the future using genesys call routing.
State Farm Insurance Company Corporate Headquarters – Bloomington, Illinois
Business Systems Analyst - (Contract) January 2013 to December 2014
In my role worked within a PMO environment, risk management, mitigation and contingency plans, the change advisory board, worked on several agile methodology projects Business Processes and Associate Management, Telephony, IVR call routing, Customer Experience Insight (after chat and after call surveys, and negative feedback tracking system), Hold Place in Queue and NLP for a call center.
Illinois Department of Transportation – Springfield, Illinois
Business Analyst - (Contract) October 2012 to December 2012
For a grant management program as a Business Analyst, wrote test cases for user acceptance testing and tested system functionality in relation to the business requirements for a Microsoft Dynamics CRM application and web portal, documenting system issues and enhancement suggestions for the developers in share point.
Horace Mann Insurance Company Corporate Headquarters – Springfield, Illinois
November 1988 through May 2012
Multiple Property and Casualty roles: Customer Service Representative, Claims Reporting, Complaint Department Representative & Compliance Consultant/Business Analyst (2005-2012)
Beginning in October 2005 worked on multiple agile methodology projects as the liaison with the programmer from inception to implementation utilizing Serena Team Track software application. Working my way up to became the SME for the Serena work flow process management web based application. With this application it helped the organization automate many manual tasks saving time, dollars, and providing audit trails required by internal & external auditors.
The first project a complaint management solution, provided information and requirements on current processes, provided enhancement suggestions, created and executed the test cases for system and UAT, created all the reports, and trained the business owners. This program was used to enter complaint information received from a variety of sources consumers, 3rd party claimants, attorneys, and the department of insurance.
Documented the Laws and Regulations Compliance process management work flow for Serena Team Track software, prepared the business case proposal, documented requirements, test cases, and executed the test cases. This program tracked and monitored compliance with new and existing laws and regulations as they impacted different divisions in the company. Also created the user manual and trained all the compliance representatives and business partners.
Documented VOC (Voice of the Customer) process management work flow in Serena and prepared all test cases, performed system and user acceptance testing. This application was a strategic tool for tracking and monitoring defector customer’s feedback. Created reports from this application from the feedback entered as a result of monthly defector surveys.
While working as a Customer Service Representative and as a Complaint Department Customer Advocate I researched and responded to billing, claims, and underwriting concerns.