Analyst Ii Customer Experience

ELIZABETH STEMPAK

Cuyahoga Falls, OH ***** +1-440-***-**** ***********@*****.***

Dependable and engaged professional skilled in creative writing and educational material design, eager to leverage communication skills to enhance customer experiences and support effective workplace solutions. EXPERIENCE

H&R BLOCK

Tax Proffessional 01/06/2025 to present

· Communicate with clients to determine their tax needs and schedule appointments accordingly.

· Research and adhere to tax law and IRS requirements.

· Accurately process tax returns so that our clients are compliant with IRS. NATIONAL GENERAL P&C (SUBSIDIARY OF ALLSTATE INSURANCE COMPANY) ENT- Strategy & Ops Analyst II July 2022 to 01/05/2025

· Determine the needs of independent agents regarding their portfolio information housed with Allstate and National General.

· Communicate across departments to ensure accurate creation and adjustments to agency portfolios.

· Create, update, and maintain job aids for all department processes.

· Create a resource hub to house departmentwide reference materials. ALLSTATE INSURANCE COMPANY

Underwriting Senior Associate IV March 2021– July 2022

·Interpreted Risk Management Policy requirements to agents to ensure understanding of Underwriting guidelines.

·Assessed property inspections and communicated hazards and next steps to agents.

·Partnered with agents by providing education Underwriting procedures to improve customer experience.

·Provided excellent customer service via phones and chats to agents. Agency · Communicated Experience billing Team and refund Representative concepts to agents, ensuring the ability to provide excellent January customer 2016 support. – March 2021

· Supported a positive customer experience by efficiently resolving requests for refunds, reinstatements, and money transfers.

· Identified opportunities for improvement within the department resources to drive quality across the center.

· Programed questions and phrases into a virtual assistant to improve interactions between agents and A.I.

· Led engaging Huddle meetings to share information and education with team.

· Collaborated with peers, leading Root Cause Problem Solving sessions to create and implement successful solutions. EDUCATION

Bachelor of Fine Arts in Creative Writing Bowling Green State University Bowling Green, OH SKILLS: CHANGE AGILITY RESOURCE UTILIZATION PROBLEM SOLVING MENTORSHIP RISK MANAGEMENT UNDERWRITING CONTINUOUS IMPROVEMENT

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