Associate Principle Business Analyst Customer Experience
Resume:
Andrea Horne
**** ****** ** ******, ** *****
Email: **********@*****.***
Professional Summary
Experienced, self motivated, results oriented professional with excellent communication & interactive skills. Background includes strong qualifications in decision-making and development of requirements. Ability to multi-task, learn and apply broad knowledge to the process, demonstrate adaptability and flexibility with work assignments, procedures, and methods as these relate to improving business performance and the implementation of technology, policies and programs.
Professional Experience
The Hanover Insurance Group
Associate Principal Business Analyst (Digital/Customer Experience) – Hanover Insurance Group 03/2023 – Present
Key Accountabilities and Deliverables:
Lead Business Analyst in the Digital/Customer Experience team working on various size projects and building new/strong relationships with our business partners in various areas across the company from Risk Solutions, Commercial Lines to partnering with Claims for customer enhancements.
Responsible for managing the collection, development, analysis, documentation and communication of Hanover's property and casualty insurance needs and requirements.
Conduct requirements gathering sessions. Working understanding of information systems, business operations, and processes to analyze customer requirements, develop detailed specifications.
Understands the relationship between business need, functional requirements, data, and integrated technology solutions.
High level of initiative with experience and willingness to work collaboratively with peers/colleagues in a team environment.
Experience working with customers and prioritizing needs while identifying, proposing, and executing short and long- term solutions.
Strong partnership building and negotiating skills and proven ability to interface successfully with multiple customers and all levels within the organization. Strong analytical thinking ability.
Willingness to work on multiple levels of tasks and the ability to balance both strategic and tactical thinking and tasks.
Demonstrate careful attention to detail, keeps tasks and responsibilities clearly defined, on schedule, and with high quality.
Exhibit excellent communication (oral and written) and leadership skills to establish a common understanding of project timelines, milestones, and delivery expectations.
The Hanover Insurance Group
Senior Business Analyst (Digital Customer Experience) – Hanover Insurance Group 05/2019 – 03/2023
Key Accountabilities and Deliverables:
Responsible for managing the collection, development, analysis, documentation and communication of Hanover's property and casualty insurance needs and requirements.
Conduct requirements gathering sessions. Working understanding of information systems, business operations, and processes to analyze customer requirements, develop detailed specifications.
Experienced in Leading small to medium projects for highly complex technical and business processes.
Understands the relationship between business need, functional requirements, data, and integrated technology solutions.
High level of initiative with experience and willingness to work collaboratively with peers/colleagues in a team environment.
Experience working with customers and prioritizing needs while identifying, proposing, and executing short and long- term solutions.
Strong partnership building and negotiating skills and proven ability to interface successfully with multiple customers and all levels within the organization. Strong analytical thinking ability.
Willingness to work on multiple levels of tasks and the ability to balance both strategic and tactical thinking and tasks.
Demonstrate careful attention to detail, keeps tasks and responsibilities clearly defined, on schedule, and error free.
Exhibit excellent communication (oral and written) and leadership skills to establish a common understanding of project timelines, milestones, and delivery expectations.
The Hanover Insurance Group
Senior Business Analyst (Personal Lines) – Hanover Insurance Group 04/2000 – 05/2019
Key Accountabilities and Deliverables:
Responsible for managing the collection, development, analysis, documentation, and communication of Hanover's property and casualty insurance needs and requirements.
Conduct requirements gathering sessions. Working understanding of information systems, business operations, and processes to analyze customer requirements, develop detailed specifications.
Experienced in Leading small to medium projects for highly complex technical and business processes.
Understands the relationship between business need, functional requirements, data, and integrated technology solutions.
High level of initiative with experience and willingness to work collaboratively with peers/colleagues in a team environment.
Experience working with customers and prioritizing needs while identifying, proposing, and executing short and long- term solutions.
Strong partnership-building and negotiating skills and proven ability to interface successfully with multiple customers and all levels within the organization. Strong analytical thinking ability.
Willingness to work on multiple levels of tasks and the ability to balance both strategic and tactical thinking and tasks.
Demonstrate careful attention to detail, keep tasks and responsibilities clearly defined, on schedule, and error-free.
Exhibit excellent communication (oral and written) and leadership skills to establish a common understanding of project timelines, milestones, and delivery expectations.
The Hanover Insurance Group
Personal Lines P & C Underwriter – Hanover Insurance Group 10/1995 – 05/2000
Responsible for underwriting within a specific state and territory, provide weekly updates on initiatives to contribute to account rounding, retention, agent relationships, new business, and profitability. Possessed need for strong analytical and communication skills and the ability to be proactive and take initiative. Also, worked on managing relationships with agents and reinforced strong service culture.
Agency Manager –Debitetto Insurance Agency, Inc. 05/1992 – 10/1995
Responsible to provide day-to-day leadership and guidance to a diverse group of insurance professionals. This included, but not limited to, managing time and work- flows, maintenance of procedural integrity within the team, providing leadership direction and input into special projects.
Lead by example for work ethic, professional conduct, and an atmosphere of continuous improvement
Respond to escalated service issues and provide excellent customer service to both internal and external customers.
Define key success metrics and track ongoing performance.
Demonstrate a commitment to continually improve the perception and performance of the teams.
Claims Customer Service– Hanover Insurance Group 5/1991 – 5/1992
Data Entry Operator – Hanover Insurance Group 5/1990 – 5/1991
Skills
Proficient Windows operating systems, TEAMS, Word, Excel, PPT, MHP, PMS, TAP Sales, Excel, MHP, Visio, Waterfall & Agile Methodologies
Education
LUMA Practitioner
Oct 2022
Certified business analyst
2010
WORCESTER STATE COLLEGE
Bachelor of Science - June 1992
PROPERTY CASUALTY BROKERS LICENSE - SEPT 1992
Coursework – ESI BUSINESS ANALYSIS CERTIFICATION PROGRAM-Completed
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