Shared Services Insurance Agent
Resume:
TYEASHA ROGERS
ad0jlw@r.postjobfree.com 713-***-****
KATY, Texas (TX) 77449
PROFESSIONAL SUMMARY
Outgoing and ambitious Business System Analyst with a track record of dependability and leadership, excelling at customer satisfaction and retention. Flexible and hardworking in deadline-driven environments. Operations professional skilled in configuration and management of benefits. Self-motivated with exceptional communication and computer abilities.
SKILLS
Training implementation
Ability to monitor
Quality improvement
10+ years Benefit Administration/H&W management
Organization
Time Management
Life Insurance Agent
Continuous improvement
Training material development
Staff mentoring
10+years customer service
Analytical
Proficient in MS Excel
SQL experience (Intermediate)
Development and Configuration
WORK HISTORY
Business System Analyst II Willis Towers Watson - Houston, Tx. 09/2022 - CURRENT
Manage, execute and track assigned client deliverables by maintaining and using processing guides according to processing calendar, and use process tracking system daily to ensure adherence to client SLAs (Service Level Agreement)
Work closely with the Shared Services teams (ASOPS, BPSS, Service Center) to deliver quality results of ancillary services
Analyze and understand client requirements for the execution of implementation, Annual Enrollment and ongoing changes
Create, execute, and maintain accurate and detailed test plans
Leverage technology to automate ongoing processes and create the most efficient and stable delivery of services to clients
Responsible for issue research, resolution, root cause analysis, system audits and advanced system configuration with senior support
Research and analyze cases, putting in place solutions to address root cause with the intent to reduce ongoing case volume and effectively prevent reoccurring system issues
Possess advanced knowledge and understanding of current system functionality; escalate gaps in functionality, as appropriate
Responsible for key dashboard items, including change management tickets, case management, issue trending, and data checks
Responsible for clear documentation of processing guides and technical documentation
Work with managers and client teams to support timely provision migrations for aligned clients
Participate in internal and external meetings with client and third party vendors
Responsible for serving as a backup for the BSA I
Support BSA I through onboarding and knowledge growth
Business System Analyst II Empyrean Benefit Solutions - Houston, Tx. 04/2020 – 9/2022
Manage, execute and track assigned client deliverables by maintaining and using processing guides according to processing calendar, and use process tracking system daily to ensure adherence to client SLAs (Service Level Agreement)
Work closely with the Shared Services teams (ASOPS, BPSS, Service Center) to deliver quality results of ancillary services
Analyze and understand client requirements for the execution of implementation, Annual Enrollment and ongoing changes
Create, execute, and maintain accurate and detailed test plans
Leverage technology to automate ongoing processes and create the most efficient and stable delivery of services to clients
Responsible for issue research, resolution, root cause analysis, system audits and advanced system configuration with senior support
Research and analyze cases, putting in place solutions to address root cause with the intent to reduce ongoing case volume and effectively prevent reoccurring system issues
Possess advanced knowledge and understanding of current system functionality; escalate gaps in functionality, as appropriate
Responsible for key dashboard items, including change management tickets, case management, issue trending, and data checks
Responsible for clear documentation of processing guides and technical documentation
Work with managers and client teams to support timely provision migrations for aligned clients
Participate in internal and external meetings with client and third party vendors
Responsible for serving as a backup for the BSA I
Support BSA I through onboarding and knowledge growth
Quality Analyst Empyrean Benefit Solutions - Houston, Tx. 01/2019 – 03/31/2020
Monitor inbound and outbound calls made by several employees to provide constructive feedback
Provide daily case report statuses to service center team to ensure cases are close in a timely manner to comply with contractual service center requirements
Compile and distribute weekly feedback to team leaders and managers to improve service time and quality while increasing productivity
Initiate timely response to emails, voicemails and written correspondence
Identified quality trends to investigate system flaws, process inefficiencies and training needs
Client Service Supervisor (Tier II) Empyrean Benefit Solutions - Houston, Tx. 11/2017 - 01/2019
Set overall vision and provided team leadership
Handle customer interactions through inbound/outbound calls, chats and emails to assist with benefit management
Evaluated employee performance monthly and coached and trained accordingly, increasing quality of work and employee retention
Modeled exceptional customer service skills
Worked with business analyst to process carrier files as needed for manual/urgent updates
Initiated timely response to emails, voicemails and written correspondence
Life Insurance Agent American Income Life - Houston, Tx. 10/2016 - 09/2017
Provided coverage option information to assist clients in protecting assets
Promoted AIL products and services using upselling and other sales strategies
Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals
Customer Service Associate Aon Hewitt - The Woodlands, TX 09/2011 - 10/2016
Maintained accurate and current customer account data with manual forms processing and digital information updates
Exceeded service objectives by applying proven customer service
Managed customer relations and customer service through daily communication and interaction
Compiled customer feedback and recommended service delivery improvements to management
Conferred with customers about concerns with products or services to resolve problems
Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns
Processed documents that came through imaging database for verification and benefit updates
EDUCATION
Westfield High School, Houston,Tx.
High School Diploma
Lone Star College System, Spring, TX
Major: Nursing
Prairie View A&M University, Prarie View, Tx.
Major: Nursing
ACCOMPLISHMENTS
Due to commitment and quality of work, promoted each year since 2017 within company, receiving several merits and commendations from higher ups.
Supervised team of 10+ staff members
Licensed Life Insurance Agent
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