Customer Service Project Management

Professional Profile:

Experience in analyzing and solving complex problems

Highly organized, dedicated, conscientious and detail-oriented

Proven track record of achieving, accomplishing and exceeding objectives and goals

Project management skills in both leading projects and as a team member

Excellent verbal, written and interpersonal communication skills

Advance data management skills and proficiency in Microsoft Excel, Word and Access

Professional Experience:

TEKsystems, Appleton, Wisconsin

Delivery Assurance Analyst, Schneider National: July 2016 – present

Interacted with Business Owners in coordinating and execution of User Acceptance Testing and signoff for major releases

Coordinated Technical training and testing on the truck, as well as, documenting procedures and reporting results

Performed smoke and regression testing on Android based Electronic Logging Device (ELD) for all environments to be compliant with Federal Motor Carrier Safety Administration (FMCSA)

Conducted defect call with internal and external customers

Assisted with tracking and reporting quality assurance metrics

Ensured that requirements were tested by Business Owner and End Users

Humana, Green Bay, Wisconsin

Testing Consultant: October 2012 – July 2016

Facilitate daily stand-up meetings between Common Data and Application Engineer to keep teams on track

Responsible for overall common data management and triage requests during User Acceptance Testing

Act as a mentor to associates by leading the Common Data team and answering questions on a daily basis

Recommend and implement improvements to our automation tools and processes by working closely with the Application Engineers

Partner with associates to elicit business needs and participate in system solutions that bring about resolution

Administrator of the common data repository database for quarterly release set-up

Assist with the testing and prioritizing of common data database defect and enhancement requests

Experienced in writing queries for data mining and manipulation by using Access and SQL

Assisted the Project Management Office during open enrollment when HealthCare Reform was initially launched

Business Analyst: July 2012 – September 2012

Analyzed and prepared dental and vision insurance data and census information into an Excel-based tool

Generated and issued customized dental and vision proposals for groups over 100 lives

Collaborated with sales and underwriting to provide accurate and timely quotes that met the needs of the client

Ameriprise Auto & Home Insurance, De Pere, Wisconsin

Pricing Specialist I and II: October 1998 – April 2012

Developed rate recommendations for personal lines auto and home products in 43 states

Provided detailed project workflow requirements and test cases for large corporate initiatives

Maintained adequate profit margin when determining rate changes

Balanced business goals along with client retention and quote conversion

Prepared and submitted rate and rule filings with individual state insurance departments by using SERFF

Actuarial Subject Matter Expert (SME) on cross-functional teams

Implemented spreadsheet and database process controls to comply with Sarbanes Oxley Act

Responded to regulatory inquiries and consumer complaints

Rate Analyst/Senior Rate Analyst: October 1994 – October 1998

Established procedures, provided training and technical support for the Rate Analysts

Audited Rate Analysts’ work for consistency, accuracy and quality

Team Lead on the Allenbrook Auto Verification Team

Offered rate recommendations based on competitive analyses

Assisted in the preparation of rate filing exhibits and rating examples

Customer Service Associate: June 1994 – October 1994

Demonstrated thorough product knowledge while providing excellent customer service to policyholders

AQS, Inc., Hartland, Wisconsin

Insurance Analyst/Senior Insurance Analyst: June 1989 - June 1994

Managed large client accounts automated in commercial lines of insurance in 45 states

Key member in the development, design and implementation of a new software product

Interpreted commercial line rating rules and automated into a policy administration system

Coordinated and prioritized system maintenance and enhancement projects

Quality control liaison between Insurance and Data Entry Units

Rating Assistant: November 1988 – June 1989

Tested system maintenance and enhancement projects for various clients, as well as verified rating rules

Education:

University of Wisconsin - Oshkosh, Wisconsin

Bachelor of Business Administration Degree

Major in Finance - GPA of 3.88 – emphasis in Economics - Dean’s List

Awards/Honors:

2013 Star Award, Humana

1998 and 2009 Chairman’s Award for Quality, Ameriprise Auto & Home Insurance

Technology Skills:

SQL

VBA

SharePoint

Excel: Macros, Pivot Tables and Charts

Access: Macros, Reports, Forms and Pivot Tables

Agile and Waterfall Project Management

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