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Customer Service Manager

Jacksonville, FL
October 07, 2019

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Laurie M. Capps

Jacksonville, FL 904-***-****


Beeline – Strategic Business Analyst

Kemper Insurance – Business Analyst

Brightway Insurance Corporate Office - Director of Customer Service

Fidelity National Property and Casualty – Customer Service and Third Party Sales Manager

Prudential – Project Manager


Presentation skills

Team builder

Detailed Business Requirements

Test Strategies and Test Cases

User Acceptance Testing

Customer Service

Program Management/Process Management

Workforce Management

Decision Making

Critical Thinking


Organization Awareness

Billing and Accounting


Quality Assurance

Waterfall and Agile methodologies

Project Management

Data Analytics

Vendor Management

All Lines Insurance Agent





oRecreational Vehicles


Calculate: Whole Life, Home, Auto, Watercraft and Umbrella policies:

opremiums per coverage

odividends earned

ointerest accrued

oloan history

otaxes and fees

Commissions/Book of Business

Premium Remittance and Billing


ISO Forms

State Filings

MVR,Clue and PC files






Control M

Application Life Cycle Management (ALM)

Lexis Nexis





Rating Dynamics Ezlynks, Semcat, PL Rating, FSC Rater

Microsoft Office (Word, Excel, Power Point, Visio, Paint)

Microsoft Office (Word, Excel, Power Point, Visio, Paint)

Cisco Jabber, Avaya and Altigen phone and reporting systems

Vertafore – AMS360, Applied TAM on-line and Epic

Beeline VMS



Excel (able to perform most functional Wizards including Vlookup, Match, If statements, concatenating Pivot Tables….)



Strategic Business Analyst 01/2018-01/2019

Beeline is a highly configurable Vendor Management System (VMS) hosting a global and diverse client base.

The Strategic Business Analyst is responsible for resolving complex JIRA tickets, predominately opened by Client Operation Managers (COM) during regularly scheduled Client meetings.

The Strategic Business Analyst is tasked with finding system supported solutions for Client specific challenges not easily identified by the Subject Matter Experts.

Because the VMS is so highly configurable additional development to meet a Client need is rarely needed.

If a system supported solution is not viable though we will advise the COM to pursue development or add the request to Idea Studio.

Schedules working sessions with the COM and if needed the Managing Service Provider (MSP), Hiring Manager (HM), and/or other stakeholders. Beeline is a global organization so these meetings are often held via Web Ex, TEAMS or GoToMeeting. During this meeting the Analyst must be able to quickly validate the business need provided by the COM and ask pertinent questions to help them identify a viable solution.

Researches and analyses data and information related to the business need via:

oA search for prior and/or current JIRA tickets across Beeline’s entire Client base regarding the business need or related topics and linking them to the existing JIRA ticket for reference.

oA search of Confluence for Beeline created documentation and tutorials regarding or related to the topic of the ticket and linking the documentation to the JIRA ticket for reference.

oSearching Salesforce for the original implementation documents (Business Requirements, Statements of Work, Import file ) then downloading and attaching necessary documents to the JIRA ticket.

oResearching the Client’s Beeline site as an unrestricted User and/or impersonating other Users (HM, MSP or Supplier). Specifically looking at their Configuration, Security Set up, Defined Roles, Workflows, Terminology, Geographies, User Defined Fields, Industries, Products and Reporting abilities in search of a solution which does not require development.

oWorking across other Steady State teams (Configuration, Implementation, Finance and Reporting) to understand if a possible solution(s) will have any downstream impact on their processes.

o Researching third party software to understand how or if it will impact a proposed solution.

Constantly and consistently updating the JIRA ticket Comments with the status of their research.

Identifying a solution(s) and presenting it to the COM and/or stakeholders.

Testing the solution in the Beeline Test environment.

Advising the COM whether or not the Product naturally supports the solution or if it will require development and need to be submitted via Idea Studio.

Kemper Insurance 09/2013 to 10/2017 Business Analyst

The Business Analyst partnered with Information Technology (IT) and various Business teams to align current business needs with front-end, back-end and downstream systems. Working cohesively with third party vendors to keep logic and data mapping in sync with Kemper’s needs. I contributed to the team by:

Implementing approximately 28 projects per year from concept to production.

Diligently meeting all Project milestones and bringing projects in on time or ahead of schedule.

Successfully addressed Scope creep on projects through open communication, diligence and adaptability.

Successfully brought IT and Business partners together for brainstorming and collaboration.

Working with onshore and offshore IT partners on flexible schedules and with diverse back grounds

Presenting projects for estimation.

Completing business research and analyzing data, enabling the project team to make informed decisions.

Creating and maintaining project sites, allowing teams to capture all pertinent documentation.

Serving as a subject matter expert for the IT team, allowing the business partners to focus on business continuality rather than on product development.

Testing, identifying defects and managing the change control process to cure the defect.

Continuously following up with project teams to identify and mitigate risks.

Signing off on all Functional Requirements and Test Strategies

Brightway Insurance 05/2007 to 04/2013

Director of Customer Service

Recruited and managed a Call Center workforce:

Workforce Management-

oBrightway Insurance was voted “Best Place to Work” two years running by Call Center workforce under my management.

oRecruited Customer Service Representatives who were dedicated to providing top quality service.

oManaged call flow for over 60 associates utilizing Altigen Phone and Reporting Systems (Microsoft product); also familiar with AVIA phone system.

oOffice hours were 8:00 AM to 6:00 PM, organized scheduling of associates during these hours of operation to ensure expected call statistics were met or exceeded at all times.

Over six-year period workforce achieved 90% call answer rate within 90 seconds with an abandoned rate of less than 3%.

o22,000-24,000 calls were handled per month

oAverage hold time was less than two minutes

oAverage talk time per associate was six and one half hours per day

oAverage call handle time was 3 minutes 27 seconds

oQuality was based on the Magic of Customer Service point system and team quality average was 93%.

Implemented best practices

Created training material and scheduled on-going training sessions

Completed performance reviews

Met with Agency Owners, Territory Managers and Senior Leadership to insure all of our customers needs were met

Created and analyzed company reports –able to design and utilize standard reports exported from an AS400 or SQL main frame to Excel. I am familiar with the following types of reports:

Commissions Report

Production Report

Book of Business

Suspense Report

Accounts Receivable Reports

Workforce Management Reports

Activity Reports

Employee and Payroll Reports


Fidelity National Property and Casualty

Customer Service Manager

Similar to position held at Brightway Insurance.

Prudential Project - Coordinator

Held several positions including a Project Coordinator for a User Acceptance Test team, responsible for leading a team of 10 individuals who tested a variety of programs and data migrations from SQL to AS400 then to various down stream systems.


Completed 18 credit hours towards AS degree - Florida State College at Jacksonville

Honors Graduate – Ed White High School

20+ years’ experience in the insurance industry both on the carrier and agency side

General Lines Insurance Agent since 2007

Multiple continuing education classes


Women in Leadership

The Magic of Customer Service

Business Writing Class

User Acceptance Class

Project Management Class

Change Management

Time & Stress Management

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