Life Insurance Customer Service

Nidhi Agarwal

Phone: 402-***-**** Email: ***************@*****.***

Summary

oGood understanding and knowledge of the Agile Methodology.

oExcellent skill set in maintaining coordination and communication between the various team members.

oGood working knowledge of Project Management responsibilities.

oGood at mentoring and training.

Work Experience

Business Systems Analyst

biBERK Insurance (A Berkshire Hathaway Company) (August 2017 – Present)

Brief Summary:

Worked as a Business System Analyst for the technology disruption team responsible for delivering and supporting customized Agile solutions of direct to consumer Property & Casualty (P&C) Commercial Lines Products (WC, CA, GL, BOP, PL, UM, CX) within a startup that grew in revenue (greater than 700% year over year since inception) within the umbrella of Berkshire Hathaway Insurance Companies.

Job Description:

oProvided Business Analytics support in implementing both new products (LOB’s) and markets (States) that directly contributed towards organizational growth in revenue.

oIntegrated and implemented a customized Salesforce solution that enabled the organization to better serve customers by having a single CRM platform across all teams (Sales, Service, Marketing, Management (via Analytics))

oIntegrated and implemented Marketing platforms to front end customer website (Google Analytics, Facebook, LinkedIn) in an effort to meet sales and advertising (campaigns) goals.

oSupported business analysis activities by defining configuration specifications and by writing clear, concise, and comprehensive business and reporting requirements using current technology stack.

oParticipated and contributed during design sessions, requirements engineering, scrum execution, and technical discussions

oProvided timely and meaningful feedback on requirements, specifications, technical design documents, and testing results.

oCollaborated with internal and communicate key insights and findings to the appropriate individuals.

oOwned and developed relationship with partners, working with them to optimize and enhance our integration.

oDeveloped strong partnerships with business teams and other groups.

oWorked with the Development team as a business analyst to shift the base infrastructure to Angular.

Projects

oLaunching the redesigned website

oPaperless documentation

oLaunch of the recommendation engine

oLaunching Professional Liability

oSalesforce and Google Analytics implementation

oRewrite of the Workers compensation flow

oInfrastructure shift to Angular

Analyst (Consulting)

Prokarma, Omaha – Working for client biBERK (September 2016 – August 2017)

Worked under the direction of senior management to create reporting and analytics to validate capital expenditures to invest in building an infrastructure to support developing internal applications to support the start up organization.

oProvided support to the technical team to separate their system and start a new one.

oWorked with the various teams to gather and consolidate premium reporting from various internal sources.

oWorked on requirement gathering to convert the daily report into a dashboard for the Premium and Sales figures.

oWorked with the business analyst team of Guard Insurance company to learn their system and establish own setup for biBERK.

oWorked with the Design team with as a part of technical team to finalize the new website and user experience.

oWorked with the marketing team to facilitate a few marketing campaigns and train the customer service team to work through the queries.

oProvided the development team with database table mapping for the UI screens.

●Arch Insurance Company, Omaha (January 2016 – September 2016)

Claims Assistant

oResponsible for scrutinizing the First Notices of Loss (FNOLs) for Contract Binding & Casualty Insurance.

oSetting up FNOLs in the system & routing them to the Claim handlers & sending acknowledgement letters.

oResponsible for Surety claims set up and sending the claims acknowledgement letters.

oPart of the testing team for the new claims management system set up.

●Bajaj Allianz P & C Insurance Company, Mumbai, India (May 2008 – Feb 2011)

Claims Analyst

oAs a line manager I handled the claims service setup for an effective & timely service to the customers.

oWas responsible for handling claims including Health Insurance, Workers compensation, Liability claims, Credit Insurance claims, Professional liability, Property and Casualty.

oActed as a liaison between the clients & intermediaries to ensure proper delivery of claims assessment.

oDemonstrate expertise in business development, operations direction, risk management, catastrophe management, policy development, program and project management, TPA management, and customer satisfaction.

oProcessed medical documents, claims and checks.

oAccepted or denied of assigned claims.

oAs a part of the web sales team I designed the contents of the application, premium calculators & customer feedback form.

oHave worked on creating test cases, test scripts, data sets and user procedures.

oHave helped documenting the business process by identifying and documenting the system requirements.

oHave worked on workflow diagrams to differentiate between the existing and the proposed requirements.

●Bajaj Allianz P & C Insurance Company, Kanpur, India (July 2007 – May 2008)

Operations/Underwriting Assistant

oHandled underwriting of proposals complying with the underwriting guidelines of the company.

oPerformed technical audit at the micro office location to ensure the compliance of all the underwriting guidelines.

oAnalyzed the Loss ratios & recommended adjustment in policy rates for future renewals.

oConducted trainings for the Agents, Brokers & the Marketing staff on Insurance.

oProvided technical support to the marketing staff for Credit Insurance policy & Health Insurance policies.

oHeaded the Renewals Department at the regional office.

oSolely handled the claims department at the branch level including the coordination with the claims of micro offices.

oEvaluated claims, assessed liability levels, engaged with legal counsel on claim cases, and achieved optimal claim settlements.

oFostered and maintained high-value, trust-based business relationships.

oContacted the insured to verify and complete the claim report and obtain information necessary to properly act upon the claim.

oIdentified issues that prevent accurate and efficient claims processing.

●Bajaj Allianz P & C Insurance Company, Kanpur, India (July 2006 – June 2007)

Management trainee

oTook training in all the departments pertaining to a branch office of a P & C Insurance company.

oI worked in the Claims, Underwriting & Accounts department.

oImplemented Renewal Department at the location & liaison with the other micro offices for renewal follow-ups.

oWas responsible for maintaining & improving the renewal ratio.

●Bajaj Allianz P & C Insurance Company, New Delhi, India (May 2005 – June 2005)

Data Analyst Intern

oAnalysis of Claims Data using Statistical Tools

oUsed Statistical Package for Social Science (SPSS) for analyzing the Claims data

Education

Amity School of Insurance & Actuarial Science, Noida, India - Apr 2006

MBA, Insurance

-Regulations of Insurance

-Principles & Practices of Commercial & Life Insurance

-Commercial Insurance Underwriting

-Life Insurance Underwriting

-Commercial & Life Insurance Claim Practices.

-Introduction to Reinsurance

-Statistics for Management

Delhi University, Delhi, India - Apr 2004

B.Sc. Statistics

-Probability & Statistical Methods

-Applied Statistics

-Introduction to Computer Fundamentals & Electronic Spreadsheet

-Survey Sampling

-Computer Programming in C

-Introduction to Statistical Software

Certifications

Certificate of Capability in Business Analysis from IIBA - Pursuing

Associate in P & C Insurance (AINS) from American Institute for Chartered Property - Nov 2012

Casualty Underwriters (AICPCU)

Certificate in Business Analysis from Nebraska Business Development Center (NBDC) - Jun 2012

Associate in P & C Insurance from Insurance Institute of India - May 2009

BA Skills:

Proficient in utilization of Agile principles for software development.

Excellent time management skills with strong ability to communicate with team members to resolve issues that arise.

Strong application design skills with an ability to think outside the box.

Strong business/data analysis, facilitation and writing skills.

Software Skills:

Proficiency: MS Office Package (MS 360) (Excel, Access, MS SQL 2017, PowerPoint, Project, Word, Visio, One Drive, MS teams), Salesforce, Slack, Azure Dev Ops, VSTS, Zoom.

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