Service Representative Business Analyst

Laura A. Rosenberg

** *********** *****, ****, ** 06001-3208

860-***-**** **************@*********.***

SUMMARY

Experienced professional in Insurance, Operations, Information Technology and Quality Assurance with in-

depth Business Analysis and Project Management experience focusing on requirements writing, testing, and training. Skills include the ability to effectively allocate the appropriate resources to projects, to interview Stakeholders, to document high level and complex requirements and to assist Senior Management in prioritizing within budget, time, and scope.

SELECTED ACCOMPLISHMENTS

Improved Customer Service effectiveness by designing, developing, and implementing training programs for new and existing associates.

Assisted in conversion of 360K Traditional Life polices over to a new, year “2000,” compliant cyber system by providing research, analysis and writing skills to create workflow processes and procedures.

Improved service while significantly reducing cost for training for of the Life and Health New business, Customer Service and Claim business area by assuming the role of Coach on a SWAT team to support the transition.

Enabled significant sales revenue by running a variety of sales illustrations for agents and clients

Assisted management in the New Business Disability Income business area by ongoingly prioritizing projects, fixes and enhancements in preparation for quarterly releases.

Organized Joint Application Design sessions for project stakeholders and relevant New Business and IT project team members to review high-level and in-depth business and functional requirements; updated requirements and rerouted to appropriate project management for sign-off.

Wrote test scenarios, test cases and test plans and managed a team of 4 testers that successfully tested and implemented a web-based, e-worksite online enrollment tool that allows clients and agents to apply for low-cost Disability Income polices without underwriting and evidence of insurability.

Achieved business objectives for small, mid-size and large businesses by successfully managing multiple system functions including Operations, IT, and Quality Assurance in addition to serving as Manager of Accounting and Business Development for Advance Communications and Manager of Hartford Healthcare Wellness Café.

PROFESSIONAL EXPERIENCE

Temporary/Brief Contracts: 2005-04/18/2022

H&R Block, Avon, CT: Seasonal Office staff

Infotreeglobal Services, Inc, Hartford, CT: Temporary

Infosys Limited, LLC, Hartford Hub, Hartford, CT: Sr.Consultant

Hartford Hospital Wellness Center Café, Avon, CT: Manager

Linium Staffing Services, Glastonbury, CT: Temporary Assignments

Kelly Educational Services, Farmington, CT: Substitute Teacher and Paraprofessional

The Peter Bakker Insurance Agency, Avon, CT: Receptionist

Mangs Financial, LLC, Farmington, CT: Administrative Assistant

Advance Communications, Inc., Farmington, CT: Manager of Accounting & Business Development

The Hartford Hospital Wellness Center; Avon, CT: Fitness Membership & Sales

XL Capital Group Inc., Hartford, CT: Senior IT Project Manager

Aetna Healthcare, Inc., Middletown, CT: IT Business Analyst,

Mortgage Lenders Network, USA, Middletown, CT: Senior IT Business Analyst/ Project Manager

ING Corp, Hartford, CT: Senior IT Business Analyst

Hartford Technology Services Co., Hartford, CT: Senior IT Business Analyst

The Travelers Insurance, Hartford, CT 2007- 2007

Business Systems Director, Personal Lines Insurance, Operations, IT, Quality Assurance. Managed a team of 4-5 Business Test Coordinators that had responsibility of Auto, Home, Fire and Management

Information domains. Wrote performance appraisals for each of my direct reports. Conducted weekly status

meetings and published weekly and monthly status reports distributed to Managers throughout Personal Lines Operations IT. Wrote the job description for the role of the Business Test Coordinator.

Defined and wrote the processes and procedures between the Business Test Coordinator and other key roles in the Personal Lines Operations IT and Quality Assurance business areas.

Defined the factors and metrics that measure quality with respect to the Business Test Coordinator role in the Personal Lines Operations IT and Quality Assurance business area.

Mass Mutual, Hartford, CT

2000 - 2005

Senior Business Systems Analyst on Web-based Online Enrollment Tool, Disability Income Project Management Office (2004 - 2005)

Wrote business specifications for new security log-in functionality. Led, scheduled, and facilitated the walk-through of the security log-in functionality for pertinent IT and business partners to write the technical specification.

Successfully implemented into Production quarterly releases for the March, April, May, and July 2005 releases.

Senior Business Systems Analyst, Disability Income Project Management Office; Enterprise project work

(2004- 2005)

Wrote test plans and tested in the Model Office environment to generate the Outline of Coverage in conjunction with state specific regulations. Wrote test strategies, test plans and tested the conversion of client data on an existing database to a new enterprise-wide system used by all lines of business within Mass Mutual.

Successfully implemented, wrote test strategies, test plans and tested an enterprise system used by agents to generate possible sales opportunities among existing clients for the April, May, July and December 2005 releases.

Lead Business Systems Analyst on Web-based Online Enrollment Tool, Disability Income, and Project Management Office (2003 - 2004)

Senior Business Systems Analyst, Disability Income Project Management Office:

(2002 - 2003)

Senior Business Systems Analyst, Product Development 2000 - 2002

Travelers Insurance Company, Hartford, CT 1990- 2000

Junior Business Analyst (1998 - 2000)

Travelers Life and Health/Life and Annuity Insurance Corp., 1990-1998

Senior Customer Service Representative/Special Projects

EDUCATION

Bachelor of Arts, Sociology, University of Connecticut, Storrs, CT

Paralegal Certification, Sacred Heart University, Legal Studies (2018)

CAREER RELATED TRAINING

CSM Certified / PMP Certificate / PMBOK Proficient/ Intermediate Microsoft Access for Business Quality Center /Test Director / IBM User Centered Design / PMP Boot Camp - Cheetah Learning Time Management / Powerful Business Presentations / Dale Carnegie Public Speaking Seminar / Management Essentials Series - Travelers Insurance / Enterprise Project Management - Mass Mutual/ Healthcare Basics/Payer/Provider certifications- Infosys. Intermediate Excel-Visio-PowerPoint, Falcon Budget/Resource Training - Travelers / Share Point/RTC- Aetna/JIRA- Infosys

Former IIBA member/ Former PMI member/ Substitute teaching and Paraprofessional certificates

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