CYNTHIA HARPER
***** ******** **** *** 330-***-****
Warsaw, Ohio aczgti@r.postjobfree.com
Qualifications Summary
18+ years administrative &
management experience
Engagement, Diversity &
Continuous Improvement
Quality Assurance & Compliance
Helpdesk
Software QA Personal Lines Insurance Underwriting/Risk Analysis
Software Testing Microsoft Office Products: Word, Excel, PowerPoint
Customer Service Delivery/Call
Support
Property/Homecare Insurance
Screener/Underwriter
Personal Lines Underwriting Standard and Specialty Auto Professional Experience
AmTrust Financial – Cleveland Ohio
Business Testing Analyst 04/2015-10/2016
Worked directly with business heads and stakeholders to improve helpdesk reporting processes
Performed manual testing of forms and systems for $80 million line of business
Maintained system rating updates via sprint software development life cycle
Exceeded performance goals 12 months in a row, moving more tests than all other teams
Worked with development and product management teams to implement new systems enhancements
Managed help desk email for internal underwriters and external agents using our systems Nationwide Insurance – Canton, Ohio:
Personal Lines Property and Auto Lead: 09/2010-04/2015
Led, managed, mentored, and trained a group of 22 associates
Responsible for distribution of work, quality rebuttals, one on one personal training, working with process management in gray areas that require underwriting curiosity and resolution
Maintained ongoing relationship with Auto/Property underwriters to facilitate proper handling of difficult policies especially where time constraints are an issue
Worked directly with agents to support, train, and assist in difficult cases. Assist in audits and compliance and help develop action plans for the team going forward
Open door policy without judgment to encourage positive results
Participated in various projects to improve processes and skills necessary to lead
Created monthly challenges for associates to aspire to, to keep morale up and quality sharp
Assisted with the redesign and simplification of underwriting rules
Skilled in Marshal –Swift- Boech, AWD (Alternate Work Distribution) tool, Microsoft Office, IBM Notes Revised Insurance to Value – Manager: 10/2008-09/2010
Managed a group of 17 associates. Responsible for all quality reviews and feed back. Generated and distributed productivity and daily pending reports for management
During a period of reorganization, assisted management by providing necessary feedback in areas of resources, training materials, and compliance. Helped determine the best course of action needed to facilitate the team’s needs as we completed all the required changes
Co-authored new written processes designed to eliminate error in the Insurance to Value rules
Worked one on one with each associate to assure compliance
Underwrote, Evaluated, and screened difficult policies for Property, Auto, and Personal Umbrella Liability for new business, renewals, and homecare inspections for continued eligibility
Home Care, Agency Acquisition Team and Auto/Property Screener : 01/1999-10/2008
Homecare: Underwrote New and Existing business for Personal Lines Property
Managed User Ids and Passwords for the Service Center in Citrix. Provided Telephone Support to agents in agency based systems.
Managed OPUS (productivity tool) and work flow
Professional Development
Nominated for 2015 CEO Award for Customer Service (Nationwide Insurance) UNDERWRITING SCHOOL (NATIONWIDE INSURANCE)
COLLABORATING ACROSS GENERATIONS (NATIONWIDE INSURANCE) ADKAR PERSONAL AND PROFESSIONAL DEVELOPMENT
LEADERSHIP AND DEVELOPMENT PROGRAM (NATIONWIDE INSURANCE) STATE PROFITABILITY CLINICS (NATIONWIDE INSURANCE)