Quality Assurance Customer Service

EVA M GUEMPEL

** ******** ****, *****, ** *****

732-***-****, *********@*****.***

SUMMARY

Diligent, analytical and responsive Analyst and Customer Service Representative with a proven record of success. Innovative and persistent problem solver who thrives on challenges, is calm under pressure and gets the job done. Efficient, precise, and dedicated team player who possesses strong communication and excellent interpersonal skills. Quietly assertive / demanding leader and coach, organized and thorough planner, and diplomatic negotiator dealing effectively across all levels of the organization. Accustomed to a fast pace and multiple projects, fulfills priorities and balances competing agendas while providing thoughtful leadership, value-added services and innovative solutions to maximize business opportunities.

Areas of Expertise

•Client Relations including timely and consistent response to customer needs, handling basic and more sophisticated / difficult customers, providing

innovative solutions and maintaining relationships.

•Insurance Product Knowledge including workers compensation, life, property and casualty.

•Data Management including front-end data collection, quality assurance, auditing, analytics, and back-end data management reporting.

•Project Management from conception to completion including needs assessment, timeline and schedule development, liaison among IT / actuarial /

marketing / sales / operations support services, project implementation, documentation and reporting.

BUSINESS EXPERIENCE

Senior Data Management Analyst

INSURANCE SERVICES OFFICE, INC. • Jersey City, NJ 1998 to May 2010

(A company supplying data, analytics, and decision-support services for professionals in the field of property/casualty insurance.)

Responsible for managing and executing projects related to data collection and quality assurance efforts that support insurance-related regulatory developments and insurance companies. Provided support for more complex projects that involve data collection efforts for new business development, such as the introduction of a new line of business (workers compensation) and international business. All projects involved the analysis of business requirements and writing detailed specifications, to implement changes and enhancements. Typically, such projects included involvement with external customers, as well as internal customers (which included the actuarial, underwriting and systems departments.) Provided documentation in the form of letters and company issued circulars. The goal of all such projects was to ensure the quality and continued expansion of the company’s databases. Matrix managed an Analyst and reported to Senior Data Management Associate.

Senior Data Management Specialist

RISK ENTERPRISE MANAGEMENT, LTD. • Cranbury, NJ 1994 to 1998

(Formerly, The Home Insurance Company, now a provider of claims, managed care and risk management solutions to the property and casualty industry.)

Responsible for handling the reporting requirements of one of the company's biggest customers: The Home Insurance Company. Ensured the timely compilation of various statistical reports to several insurance departments. Prepared monthly status reports for management. Found a way of completing the Texas Closed Claims Reconciliation Report, a way which uncovered that one of the company subsidiaries was not participating in the Call as required. Contacted the subsidiary and ensured that the required claim reports were completed on a going forward basis.

Quality Control Analyst

KAYE INSURANCE ASSOCIATES • New York, NY 1990 to 1994

(An insurance broker that is currently a part of Hub International Northeast Limited.)

In an effort to increase quality and reduce errors and omissions, several projects were undertaken:

•paper insurance binders were reviewed for technical/editorial errors,

•new line/renewal binders were checked to ensure they were written in a timely manner, and

•binders which were signed off by insurers with noted exceptions were tracked to ensure that the response time in obtaining a clean sign off on these

exceptions was acceptable according to company standards.

This quality assurance process resulted in 1) increased awareness by other departments (customer service, sales and marketing) of the need to be more careful when taking orders and subsequently binding coverage, and 2) a reduction in the number and type of errors. This eventually led the company to take steps in considering the purchase of a new, more modern computer system that tracks binders and policies.

Systems Analyst

ROYAL INSURANCE COMPANY • New York, NY 1987 to 1990

Research Analyst

THE EQUITABLE LIFE ASSURANCE SOCIETY OF THE U.S. • New York, NY 1985 to 1987

Accounting Assistant

J.M. STERN & CO., L.P. • Brooklyn, NY 1984 to 1985

(A private accounting firm)

EDUCATION

Certified Insurance Data Manager (CIDM) designation, 2009

Certified Property Casualty Underwriter (CPCU) designation, 2004

B.A., Computer Science / Psychology, New York University, 1984

PERSONAL DATA

Married, excellent health, willing to travel.

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