Qualifications

Fast learning, highly motivated individual with a drive to succeed in a constantly evolving environment while providing unique solutions to complex problems. Broad customer service, sales and operational background in the life insurance industry. Expertise in process improvement and problem solving.

Experience

Travel Sabbatical, Freelance

October 2018 – June 2020

●35,000 Miles around the US

●35 States, 4 Countries

●Instagram: mymidlifehiatus1

●Facebook: My Midlife Hiatus

Senior Life Business Analyst, Farm Bureau Financial Services Life Department

January 2018 – September 2018

●IT Production Support BA and QA roles

●Agile Scrum sprint planning, prioritization and grooming

●IT regression testing coordination, documentation and sign off

●Pivotal management of project to hit deadlines and scope

Quality Assurance Contractor, Farm Bureau Financial Services Life Department

April 2017 to January 2018

●IT test scripting regression test cases for FAST Life Insurance software

●Regression testing for major production releases

●Agile Scrum sprint planning for large and small releases

●Production support, incident reporting and resolution with internal and external development teams

Global Atlantic Financial Group (formerly Aviva USA) 2008-2017

Senior Specialist, Shared Services

September 2014 to April 2017

●Writing, testing and implementation of Life New Business Projects, Improvement and Enhancements on our core operating systems for multiple successful releases

●Product owner for life insurance product system implementation, UAT and system sign off in JIRA

●Production Support, Procedure documentation and Procedure Training for Life New Business

●New Employee Training on all Systems and Products

●Web Content Administrator

●Creation of the JIRA platform for use in the Life New Business Quality Assurance Program

●System Defect Reporting and Resolution in JIRA

●Internal and External Audit reviews and responses for regulatory compliance

Analyst, Sales

October 2013 to September 2014

●Answering sales and marketing calls for incoming agent sales desk

●Agent training on new products and agent website

●Creating User Acceptance Testing for proprietary insurance quoting software, Winflex and iPipeline

●Project Lead for troubleshooting, issue resolution and team training

●Creation, research and review for the No Lapse Guarantee Task force to mitigate client complaints

Product Information Specialist

October 2012 to October 2013

●Providing all rate changes for term, no lapse guarantee and annuity rates to our third-party vendors and subsequent UAT for rate changes prior to online publication for zero errors

●Project leader for troubleshooting, issue resolution, and team training on proprietary software

●Consultant/trainer providing agents with working knowledge of the Retirement Path Roadmap sales tool

●Research and review on the No Lapse Guarantee Task force to help mitigate client complaints

●Managing the Comfort Letter program to provide peace of mind to new policy holders with a No Lapse Guarantee Rider

Marketing Specialist II

October 2011 to October 2012

●Answering incoming agent calls on product questions, marketing materials, and illustrations

●Manipulated illustration software to increase use of supplemental reports which increase agent sales

●Worked with top producer groups to provide advanced sales concepts for additional agent touch points

●Hosted “inFocus” training to manage the illustrations lab to provide face to face agent assistance

●Advanced troubleshooting of illustration software and agent website

●UAT of new agent portal and rollout of agent portal to key groups and internal teams

Marketing Specialist I

April 2010 to October 2011

●Answering incoming agent calls in regards to product questions, marketing materials, illustrations, troubleshooting of illustration software and website navigation

●Manipulation of illustration software using product insight to increase agent sales

●Attended industry conferences to provide face to face communication to build agent relationships

●Co-Creator and Co-Chair of the Diversity & Inclusion Women’s Network to promote awareness

●Winner of the customer service essay contest for outstanding customer service

Education

BSS – English, Cornell College, Mount Vernon, IA.

LOMA I, LOMA ACS, LOMA ALMI

Computer Skills

Working knowledge of the following software and operating systems: Pivotal, JIRA, Excel, Access, Sharepoint, Word, PowerPoint, Outlook, MapPoint, Project, Adobe Photoshop & Acrobat, SnagIt, HiPath, RightFax, LPSS, Winflex. Confluence, FAST Technology Life Insurance Software.

Volunteering

United Way of Central Iowa, Susan G. Komen: Race for the Cure, American Heart Association: Start Heart Health Walk & Go Red for Women Day, Carlisle Community School After Prom & Grand March Chair, Life Serve Blood Center, Youth Emergency Services Shelter, Food Bank of Iowa, Women Connected Des Moines, Chair of the Diversity & Inclusion Women’s Network at Aviva USA 2010-2013 managing all budgeting, scheduling and event set up for the network.

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