Manager Customer Service

Eric Carter

Business Analyst

Bloomington, IL

***********@*****.*** - 309-***-****

Excellent communication skills have been developed through client/vendor relationships, Served as liaison between Business Partners and System Analyst; Excellent experience with the use of Service Manager for the purposes of resolving and documentation of ticket. Experience with Pivot tables for the purpose of providing data analysis; Proven record of completing tasks independently, efficiently and effectively, Excellent written, and verbal communication skills Proficient documentation skills. Troubleshooting and research skill set attained while working in fast paced enviornments

WORK EXPERIENCE

Business Analyst

State Farm Insurance - Bloomington, IL - July 2015 to April 2016 Responsibilities

Establish Program Level Communications Structure

Task Description: Monitor, Confirm, and Create Communications that adhere to Legal, Public Affairs, Organizational Change Management, and Enterprise Data Design Standards as stated by State Farm and the overarching Program Strategy. The analyst is accountable to the Program Manager and responsible for coordinating the following

Establish and maintain Program Level rolling communication plan. Establish and create communications for AVP, and Director level leadership. Create presentations to be used in forums to provide program goals and accomplishments. Assist project managers and business analyst with presentations by process review. Update SharePoint site with desired information. Solicit qualified and well informed presenters. Facilitate large scale meetings, establish Lunch and Learns. Serve as a knowledgeable resource in all communication request. Accomplishments

Assisted in Creation of Program SharePoint Site for access to Approved templates an storage location for approved documents and PowerPoint presentations. Assisted with development of EDD Connections Sit which provides useful information to those outside of the program on migration statuses and upcoming implementations. Assisted in establishment of SharePoint Eddytorial which provides up to date articles, dashboards, upcoming events, and fun facts which reduced email traffic within the program. Skills Used

Facilitated Large Scale Meetings, Created PowerPoint Presentations for use in Large Scale Program meetings, as well as reviewed for project level initiatives. Worked with Lead Project Managers and Directors to establish content for communications to targeted audiences. Created templates which aligned with Public Affairs and Legal guidelines. Effective communication, along with training of peers were skills utilized to accomplish these initiatives.

Business Analyst - Release Communications

State Farm Mutual Automobile Insurance Company - Bloomington, IL - February 2015 to April 2016 Responsibilities

Initiative: Establish Systems Release Communications Responsibilities

Task Description: The Release Systems-BA provides a central contact for communication needs and helps proactively address anticipated and miscellaneous communication needs. The Release BA will be is accountable to the Release Manager and responsible for coordinating the following Establish and maintain Release Rolling Communications Plan end of Release Team meetings. Maintain Stakeholder list.

Coordinate ad-hoc communications as needed (i.e., procedural changes, date changes, risk management, etc.).

Establish and maintain Release Implementation communications: Create stakeholder communications for implementation awareness. Coordinate with Change Adoption and the Release Implementation Team to develop communication. (i.e. field, agency, operations centers, call centers and any users of the product) Develop communications with Systems stakeholders on Release scope, Release Implementation date and contacts.

Create and Publish Status Reports

Coordinate updates to information published on Release website. Coordinate/facilitate Release Management overviews/open forums/Lunch ‘n Learns, as needed. Provide information for Leadership Message Points. Ensure there are plan(s) including KI (Knowledge Items) for transition to service for the services included in the release.

Coordinate training schedules and plans within Release, as needed. Facilitate Post-Implementation Reviews (PIR) and Lessons Learned sessions. Accomplishments

Accomplishments

Successfully established Release by Creating Rolling Communication Plan, Release Entrance Criteria Communication, Release Scope Document, Release Validation Communication, Release Pre and Post Implementation Communication.

Skills Used

Served as a liaison between several project teams to establish guidelines and time frame for release submission.

Coordinated and facilitated meetings

Consulted with project teams on communication efforts Business/Support Analyst

Caterpillar Inc. - Morton, IL - September 2013 to May 2014 Responsibilities

Resolve incidents through running queries, investigating process flow and determining system or human error. Evaluate errors to determine if change request is required to stop issue from occurring. Resolve incidents according to SLA Agreement, provide workarounds for system issue to keep customer satisfied. Create Support documentation/Knowledge items and reference materials to resolve system issues Effectively communicate to customers and upper management trends and solutions to reduce future occurrences.

Prepare systems documentation for transitioning of project to support. This includes creating diagrams, providing appropriate links to various project documents to aid in resolution of new incidents, along with providing training to domestic and international staff. Responsible for after hours pager rotation duty on a bi-weekly basis Accomplishments

Successfully transferred various projects to our support staff. This involves preparing the documentation, presenting this documentation to peer staff in a logical format for understanding purposes. Provided ongoing training on these system enhancements as different troubleshooting opportunities arise. Skills Used

Troubleshooting system errors, Performed testing where required, Gave recommendations for process improvements, Provided training to peers, utilized communication skills with business partners to provide solutions or a workaround where required.

Computer skills/programs- BMC Remedy for incident management, SQL Oracle for running queries and verification of accurate data; Lotus Notes 8.5 for Email, Various other Company Specific Databases to access necessary information to accomplish business initiatives. Business Analyst

Accenture/State Farm - Bloomington, IL - May 2012 to July 2013 Responsibilities

Gathered requirements, served as a liason between business partners and systems analyst, created knowledge items for level one and level two Business Analyst to assist in incident management within the service manager application. Provided feedback to system analyst and stakeholders on how to advance their new online initiative. Created, took ownership of and resolved incidents(tickets) with the use of Service Manager within time allotted per our SLA agreements. Accomplishments

Reduced volume of incidents evolving from new implementation of online auto quote and purchase application. Conveyed workarounds to business partners so that business goals may be achieved Established problem records to address errors in huge scope' Utilized Pivot tables in daily ticket tracking. Skills Used

Excellent Customer service, Communication skills (written and verbal), Analyzed trends and gave feedback to enhance the abilities of the application. Delegated task detailing what needs to be accomplished to gain desired result. Performed test to confirm product is working as designed. Insurance Subrogation Adjuster

Wilber and Associates P.C - Bloomington, IL - January 2003 to January 2011 Maintained and nurtured client/vendor relationship

*Provided status updates and recommendations for amicable settlement of subrogation claims

*Maintained monthly goals of $20,000 to $35,000 profit dollars to achieve company objectives

*Effectively communicated with attorneys, adverse claimants, insurance companies, and municipalities to resolve claims.

*Recommended files for arbitration or litigation based on evidence available and inability to compromise with adverse party.

*Researched previously liability denials and effectively argued them to settlement. Certifications; Certified Subrogation Recovery Professional Subrogation Specialist

SRA Services - Bloomington, IL - 2002 to 2002

Handled Insurance and uninsured subrogation losses

*Submitted uninsured motorist for certification of driver's license until claim is resolved in full or appropriate installment agreement has been established.

Claims Adjuster II

Allstate Insurance - Champaign, IL - 1998 to 2001

Start to finish handling of auto liability insurance claims

*Contact insured's within 24 hours of loss, and claimants within 72 hours of loss, and set vehicle inspections for both insured and claimant damages.

*Obtain recorded statements, police reports, scene investigations, and make liability assessment EDUCATION

M.S in Information Technology: Project Management

Kaplan University - Davenport, IA

2011 to 2016

BS in Economics; Minor Business Administration

Illinois State University - Normal, IL

January 1991 to January 1995

SKILLS

Effective Communication, liaison, requirement gathering, analytical, troubleshooting, process flows and insurance knowledge

ADDITIONAL INFORMATION

Applications: Service Manager, BMC Remedy, Splunk, Java, Microsoft Office Suite, Sharepoint,Tealeaf 7 and 8, MS Project, Oracle SQL, Lotus Notes 8.5

Contact this candidate