Customer Service Insurance

Contact: ************@*********.***, 973-***-****, Dover, NJ 07801

Skills:

20+ Years of extensive experience in requirements gathering and documentation (Business Requirements and Functional Requirement Documents)

Extensive experience at Realogy working with customers as the Lead Business Analyst for the IT Production Support Team.

Excellent written and verbal communication, presentation and meeting facilitation skills.

Project Management experience

Broad experience working as liaison between the Business and IT communities.

Exceptional skills in fostering teamwork utilizing my mentoring, listening and negotiation skill sets

Outstanding skills in preparing course materials and training individuals or groups either face to face or via webinar

Enjoy working in an area where process improvement is a priority

Ability to learn business cultures, systems and formats quickly

Proficient in MS Word, Excel, Visio, Project and PowerPoint.

Experienced with SalesForce, Eloqua and MS CRM

Experienced with SDLC and Agile

Extensive experience writing SQL queries

Licensed Insurance Producer since 2009. Including Series 6 – selling Wealth Management, Life, Annuities and Medical products

2016 Completed NMLS National US as well as SAFE Review of NJ Mortgage law

NMLS #1368833

US Citizen, born in NJ

Professional Experience:

Investors Home Mortgage (through Kforce) 09/2016-current

Member of Post Closing Department

Receive final Mortgage and Title Policies, review document information accuracy, maintain a log of items that need to be reworked, enter information into the Destiny (Loan Operating System), and prepare documents for transfer to the investment and process companies respectively.

Verify MERS reports, registration and updating ownership

XCEED Financial Credit Union 05/2015- 04/2016

Mortgage Loan Officer NMLS 1368833 1st MLO placed in the branch and not enough business generation to warrant my position

Acted as the sole contact between clients and other mortgage professionals. My extensive Business Analysis experience was very useful in managing and tracking each mortgage’s details and timelines as I worked with multiple clients through their mortgage process. (Loan product selection, application, disclosures, required documentation, working with processors, underwriters, closers, and funding).

NMLS National UST completed as well as SAFE Review of NJ Mortgage Law.

Independent Insurance Agent 08/2012 – 05/2015

Active Licensed Insurance Producer for Property & Casualty, Health & AD&D, Major Medical,

Medicare and Medicaid products, Life, Disability, LTC and Series 6 (Variable products: Mutual Funds, Variable Annuities) since 2009. As an insurance producer I have passed several background checks and have been finger printed.

Cornerstone Mortgage Company 08/2010- 07/2012

Sr. Business Analyst/Project Manager/Assistant to the CFO

Responsible for overseeing Mortgage licensing for States, MLOs and Responsible Individuals, utilizing the Nationwide Mortgage Licensing System (NMLS). Worked extensively with Compliance and Legal.

Prepared documentation identifying state and federal licensing regulations.

Responsible for managing the merger of a financial institution with a mortgage entity for the purpose of sharing clients in specific states.

Reviewed and tracked project status and deliverables, provided project updates, conducted presentations regarding project status and ongoing issues for the creation of an online

Mortgage entity.

Created visio flow charts representing the mortgage process from pre-approval to clearance though secondary investors.

Responsible for reviewing and auditing loan documents from initiation to HUD to closing.

Worked with processors to insure all documents contained the necessary information.

Assisted Division CFO by creating a variety of reports employing various Excel techniques.

Monthly audited loan officer compensation against production reports.

Responsible for preparing the divisions monthly hourly work reports utilizing the reporting tools on the Cornerstone ADP website.

Quarterly produce in depth PowerPoint presentations for each business partners showing their yearly goals, quarterly and year to date production, customer service rating and industry updates that might be positively or negatively affecting their results.

Completed other projects as assigned. I.e. evaluating Salesforce and Eloqua for their automated contact ability.

Prudential Insurance Company 08/2009 – 04/2010

Financial Services Associate

Licensed Insurance Producer for Property, Casualty, Life, Health & AD&D and Series 6 (Variable products: Mutual Funds, Variable Annuities, LTC)

TEK Systems – Assigned to: BASF 07/2007 – 12/2008

Sr. Business Analyst, and NAFTA Regional Application Owner for the BASF Professional Information System Market Analysis application.

Gathering requirements from Business Users in several Global Applications and Reporting systems

Analyzing requirements for possible process improvements and Business Rule changes

Reviewing process improvement possibilities with Business clients

Writing Functional Application Documents

Acquiring user acceptance for documentation

Reviewing and clarifying enhancements to developers

Reviewing enhancements before final presentation to the User Community

Served as the North American Regional Application Owner (RAO) for several pieces of the BASF GLOBAL SAP Application. These applications contained Order, Delivery and Invoice information.

Also responsible for preparing training materials and training the User Community to utilize these applications efficiently.

REALOGY (formerly CENDANT Corporation) 1997–1/2007

Lead Business Analyst, Report Migration Project 2005 – 2007

Charged with overseeing the analysis and documentation of the Realogy Franchise Group’s migration project from Crystal Reports to SQL Server 2005 Reporting Services (SSRS).

Lead Business Analyst, CREST Production Support Team 2004 – 2005

The senior of three Analysts that investigated and responded to questions, inquiries, requests and problems that came in through brand Technical Support folders.

This position required an overall knowledge of the Real Estate system, as well as the ability to drill down into each inquiry s specific details.

Each inquiry had to be addressed within a 24-hour period.

Lead Business Analyst, Business Relationship Team 2002 – 2004

Worked as the assistant to the Director of Business Relationship in support of Coldwell Banker, Coldwell Banker Commercial and ERA.

Sr. Business Analyst, CREST Reports Team 2000 – 2002

Responsible for gathering requirements, writing specifications and acquiring user acceptance for new and enhanced CREST reports for all brands.

Business Analyst, CREST System 1998 – 2000

Responsible for gathering requirements, updating business rules, writing specifications and acquiring user acceptance for a variety of IT projects.

Sr. Business Analyst, C21 REIT 1997 – 1998

Responsible for gathering requirements, updating business rules, writing specifications and acquiring user acceptance for a variety of IT projects.

AT&T 1992 – 1997

EDI Mapping Analyst –1995 – 1997

AT&T s Voting Member to the ANSI X12 EDI Standards Committee.

Attended tri-yearly meetings, reviewed all proposed documentation, and replied to DISA with comments and vote status.

EDI Representative to the Concept and Planning Organization. Reviewed proposed project plans to determine their possible impact upon the EDI system.

Provided proposals and presentations, as opportunities became available, to expand the capabilities of EDI throughout emerging technologies.

External and internal customer interface for production problem solving, explaining mapping changes and general EDI inquiries.

Wats Biller

Subject Matter Expert 1994 – 1995

The WEFOS Biller was responsible for billing 60% of AT&T s Business Revenue.

Accurately identified and determined the impact of any proposed project to the Billing and Revenue (BAR) Department.

This was accomplished through a series of weekly meetings with other Subject Matter

Experts from the departments directly and indirectly interfacing with BAR.

System Analyst, Call Detail Reporting Dept. 1992 – 1994

This department produced the call-by-call detail and summary reports for all Inbound 800 customers across all offered media. On a monthly basis, over 1 billion messages were processed across 39 service types.

IBM 1986 - 1992

EDI Programmer 1991 - 1992

PL1 Programmer 1986 - 1991

Education:

BS, Pre-Veterinary Medicine, Cook College, Rutgers University, New Brunswick, NJ

MS, Animal Genetics, Graduate School of New Brunswick, Rutgers University, New Brunswick, NJ

PMP classes completed.

May 2007, Certificate: Mini MBA: Finance Essentials, Rutgers Business School

Licensed Insurance Producer for Property, Casualty, Life, Disability, Health & AD&D, LTC and Series 6 (Variable products: Mutual Funds, Variable Annuities).

NMLS #1368833 Completed the National & UST Test and SAFE Review of NJ Mortgage and Law in 2016

Systems:

Microsoft SQL Enterprise Manager, SQL 2000, Microsoft SharePoint, Visual Intercept, Seagate Crystal Reports 9.0, Rational ClearCase, Rational ClearQuest, SQL Server 2005 Reporting Services, ASC X12, EDI Standards, Lotus Notes 6.5, Documentum, Cognos 7.0, SAP, Sales Force Automation, Microsoft CRM. Windows XP Professional, Windows 7, Microsoft Outlook, Microsoft Word, Microsoft Excel, Microsoft Visio, Microsoft Project, Microsoft Power Point

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