Administrative Assistant Customer Service

Dianne Kokena

**** **** ****** **** *** North 765-***-****

New Castle, IN 47362 ******.******@*****.***

SUMMARY

Energetic, detail-oriented, with diverse experience in core support activities for applications including, scheduling, allocation, basic aspects of project management, as well as change management and compliance.

SKILLS

JIRA Basics (Project Management Software)

Rational Team Concert (RTC)

Microsoft Office Products: Excel Word Access PowerPoint Project Visio

Agile Methodology Data Analysis Process Improvement

PROFESSIONAL EXPERIENCE

Liberty Mutual, Indianapolis, Indiana 1978 – Present

1999 - 2017

Team Lead

Works with initial work intake to determine escalation

Oversees the planning and implementation of multiple applications for a defined beginning and end

Acts as liaison between developers and business partners

Ensures application documentation is maintained and current

Organizes and guides team through the use of methodologies accepted by the industry

Works with business partners to coordinate system testing and support

Leads small business or technical driven maintenance releases and adheres to enterprise change management policies

Modifies schedule as required

Evaluates and reports progress of monthly release work items

Defines the objectives to be accomplished by the application support team

Monitors and reports status using established metrics against the plan

Allocates staff to meet business partners’ needs

Functions independently with limited supervision from a Manager or Director

Assists with ticket tool upgrades and rollouts, including specific duties related to implementation, training

Contributes to the development of project plans

Participates and leads process improvement

Participates in the creation and implementation of new standards and procedures

Dianne Kokena 765-***-**** Page Two

Accomplishments

Investigated components of the JIRA tool and techniques, and set up dashboards, templates and issues in pre-test environment of JIRA. By doing so, will place the team in the position to more easily transition to JIRA from RTC which will results in time savings by individuals being able to start using the tool with minimal training.

Participated in LMS environment work group to create Visual Management and set team up in new work process. Visual Management improves team collaboration and quickly identifies areas where team members can assist one another.

Participated in LMS cross domain efforts such as Intake and training team members on the LMS processes. This LMS (Liberty Management System) improved the process of how we do our day-to-day jobs, eliminating waste and allowing for team collaboration.

Focused on customer service and looking for ways to improve the day-to-day for the business partners. By focusing on customer service, the working relationship and partnership becomes stronger and we’re able to negotiate more easily.

Created Standard Work to ensure processes are documented and easy to follow. These Standard Work documents save time in training new team members and are also great reference for existing team members.

Liberty Mutual, Indianapolis, Indiana

1978-1999

Policy Typist/Personal Lines Rater/Administrative Assistant Executive Assistant

SKILLS

Creative problem solving skills • Analytical and driven to understand and meet business needs

• Effective leadership and mentoring skills • Ability to think and work independently and collaboratively • Ambitious, flexible team member who loves to learn • Exceptional collaborator, ability to bridge internal & external stakeholders • Organized and detail-oriented • Strong skills in time management, prioritizing tasks and meeting deadlines • Ability to grow positive relationships with colleagues at all organizational levels • Ability to effectively complete multiple tasks and follow through to achieve project goals • Self-motivated with excellent research skills

PROFESSIONAL TRAINING

MindLeaders: Project Management: Project Management Overview Six Sigma Fundamentals

Skill Soft: Software Practices (SCRUM) Scrum Roles

Liberty Mutual: Project Leadership, Management and Communications Establishing a Business Mindset Influence High Impact Communications Agile View of Big Data Project Leadership, Management and Communication Data Analysis Process Improvement Planning & Prioritization Research/Critical Thinking

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