Analyst Personal Lines P&C & CX Excellence

Kelly Baker

Canton, OH • 330-***-****• ********@***.*** • https://www.linkedin.com/feed/

Professional Summary

Analyst with experience in personal lines property & casualty insurance and customer experience. Skilled in policy and billing analysis, documentation workflows, process improvement, and peer mentoring. Strong communicator with expertise across modern and legacy insurance systems. Core Skills

Customer Experience (Email, Chat, CSAT/NPS) • Personal Lines P&C • Coverage & Billing Analysis • Documentation Management • State Regulations • Process Improvement • Training & Coaching • Cross-Team Communication Technical Tools

Salesforce • Guidewire PolicyCenter • Genesys WDE • Confluence • Splunk • DocuSign • Microsoft Teams • Google Workspace

Legacy Systems

PCIO (Auto/Property) • NAPS/FPS • GIS Risk Tool • AWD 10 • Mobius Workbench • SmartRide • Inquira • Service Advantage

Professional Experience

Analyst – Personal Lines Insurance

Provided multi-state customer support via email, chat, and outbound calls Analyzed policy and billing details to resolve service issues accurately Served as subject matter expert and trained new hires Contributed to new products, systems, and workflow improvements

Customer Support / Community Experience

Delivered multi-channel customer support with a focus on clarity and efficiency Supported AI education initiatives and user onboarding Moderated online communities to maintain safety and engagement Certifications

Property & Casualty Insurance License — State Licensing Board (Aug 2008) current