Service Representative Customer

CARRIE DURDEN

Macon, GA ***** 478-***-**** ********@*****.*** LinkedIn

Career Summary

Versatile Analyst with over 20 years of experience in claims handling, system design, requirements gathering, and business software enhancements at GEICO. Skilled at leading cross-functional teams to develop and implement test strategies and automation frameworks, improving efficiency and productivity. Proven track record of translating stakeholder needs into functional specifications and optimizing system performance through strategic problem-solving and continuous improvement. With a Lean Six Sigma Green Belt and ISTQB certification, I excel in collaborating with stakeholders to deliver high-quality, scalable software solutions.

Professional Experience

Customer Service Representative 06/2025-Present

Allstate

Demonstrated exceptional communication and problem-solving skills while assisting customers with policy inquiries, claims processing, and billing concerns. Consistently achieved high customer satisfaction scores by resolving issues efficiently and providing clear information about products and services. Collaborated with teams to identify process improvements, contributing to enhanced workflow and customer experience. Trained new representatives on company protocols and best practices, fostering a supportive and knowledgeable work environment.

Senior System Analyst 11/2021-12/2023

GEICO Remote

I excelled in gathering and analyzing user requirements from project stakeholders, translating them into functional requirements for claims software systems. I designed system architecture, created system specifications, identified and drove business software system enhancements, and collaborated with business stakeholders to ensure accurate implementation. I also provided technical support by monitoring software system performance and conducting audits, and resolving system issues during development, testing, and deployment.

System Design: Designed system architecture and created detailed specifications.

Enhancement Identification: Identified opportunities for business software system enhancements.

Stakeholder Collaboration: Collaborated with stakeholders to ensure accurate implementation of systems.

Process Streamlining: Streamlined code deployment processes, reducing deployment time by 50%.

Configuration Management: Led configuration management efforts, deploying code changes accurately.

Industry Trends: Stayed updated with industry trends to drive backlog of system changes.

Leadership: Led a team responsible for deploying code changes, ensuring timely and accurate updates.

Supervisor: System Testing Team 09/2015-11/2021

GEICO On-site

I led a team of 20 engineers, providing guidance and support to ensure the successful completion of system testing projects. I developed and implemented test strategies, identified critical system functions for targeted regression testing, and collaborated with stakeholders to reduce defects. I also implemented test automation frameworks, significantly improving team efficiency and productivity.

Team Leadership: Led a team of 20 engineers, ensuring successful project completion.

Motivation Strategies: Conducted Sprint Planning, daily stand-ups, and Sprint reviews to keep the team on track.

Test Automation: Converted 16,000 manual test plans into automated tests, reducing regression test window from 2 weeks to 4 days.

Requirement Gathering: Obtained functional requirements to ensure code changes met stakeholder needs.

Support and Guidance: Cleared roadblocks encountered by testers during sprints.

Documentation: Drafted training materials for documenting official test results.

Performance Optimization: Optimized end-user experience with online claims systems.

Feedback Integration: Conducted Sprint retrospectives to improve productivity and address feedback.

Claims Adjuster 09/2002-09/2015

GEICO On-site

I managed a desk of over 300 liability claims, including property damage and bodily injury claims. My responsibilities included conducting interviews, analyzing documentation, negotiating settlements, and maintaining accurate claim files. My ability to quickly identify claim values and efficiently manage the claims process was key to my success.

Claim Management: Handled over 300 claims, resolving over 10 claims per day.

Information Gathering: Conducted interviews with claimants, witnesses, and experts for liability assessment.

Documentation Analysis: Analyzed police reports, medical records, and repair estimates to determine claim value.

File Management: Maintained accurate claim files in compliance with policies and regulations.

Attention to Detail: Quickly identified the value of injury claims through detailed investigation.

Efficiency: Settled claims within 30 days of assignment through effective claim management.

Compliance: Ensured all claims processes adhered to company policies and regulatory requirements.

Problem Solving: Developed solutions to resolve complex liability issues efficiently.

Education

Bachelor of Science: Psychology

University of Georgia Athens, GA

Certifications & Additional Training

Certified Testing Foundation Level International Software Testing Qualifications Board (ISTQB)

Lean Six Sigma Green Belt International Association for Six Sigma Certification (IASSC)

Technical Skills & Software Proficiency

Project Management and Development Tools: JIRA, ALM, Azure DevOps, MS Visual Studios, Remedy

IBM Tools and Platforms: IBM Catalog, IBM Ansible, UCD

Software Development and Deployment: Guidewire, JFrog Artifactory

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