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Skills

  • Root cause analysis
  • User guide creation
  • Team leadership and development
  • Customer experience improvement
  • Customer Service Efficiency Enhancement
  • Policy Conversion and Servicing
  • Contract Negotiation with Vendors
  • Automation solution development
  • Agile project management
  • Vendor relationship management

Work Experiences

  • Delivered results under budget.
  • Was in charge of keeping track of system information and reporting on the performance of new software.
  • Contributed to post-implementation reviews and audits, ensuring that both systems and policy data remained fully compliant in Austin.
  • Worked with underwriting specialists, agents, and confidential client information.
  • Directed a regional systems upgrade.
  • Closely monitored system performance post-conversion, flagging potential issues early for corrective action.
  • Collaborated with IT and vendors.
  • Designed new workflows for business submissions.
  • Designed and implemented new workflows to streamline new business submissions post-conversion, increasing overall throughput by 32%.
  • Developed customized reporting templates that provided more accurate forecasting for senior leadership decision-making.

Summaries

  • Collaborated effectively with underwriting and IT teams to manage vendor deliveries and system transitions, increasing service output by 7% across all personal lines products.
  • Delivered projects ahead of the 16-month project timeline.
  • Accomplished system migration leader.
  • Delivered solutions that align with regulatory requirements.
  • Achieved a 71% increase in customer service turnaround times.
  • Delivered actionable insights.
  • Consistently delivered projects under budget.
  • Delivered an enterprise-level system conversion project on time.
  • Collaborative Personal Lines Product and System Conversion Representative, known for fostering strong vendor relationships and managing system upgrades across Microsoft Excel lines to enhance operational efficiency.
  • Certified system migration expert.

Accomplishments

  • Single-handedly ran post-implementation compliance audits for 8 states, ensuring that localized regulations were embedded into the new platform.
  • Performed audits post-system conversion, identifying critical areas for policy improvement and ensuring compliance with process in Denver.
  • Developed a comprehensive training program for over 15 team members on initiative, improving operational efficiency by 57%.
  • Identified and resolved cross-functional collaboration-related bottlenecks during a system conversion, improving on-time policy delivery by 40% minutes per transaction.
  • Worked alongside the Compliance department to ensure all data migration activities adhered to initiative in Columbus, achieving an incident-free transition.
  • Delivered high-impact presentations to key stakeholders, successfully securing approval for new system enhancements that reduced average processing time by 22% minutes.
  • Successfully migrated a product line serving 2 clients across Phoenix, maintaining all compliance and regulatory requirements during transition.
  • Integrated compliance auto-check systems, reducing potential underwriting errors by 69% and improving overall data accuracy.
  • Collaborated with IT and product teams to develop scalable solutions, helping to automate process improvement and reduce operational bottlenecks.
  • Implemented risk management solutions that identified and corrected discrepancies in underwriting policies, reducing compliance risks by 44%.

Affiliations

  • Contributing Member, Insurance Innovation Network, 2015-Present
  • Mentor, Insurance Technology and Management Scholarship Program, 2016-Present
  • Member, Society of Insurance Trainers and Educators (SITE), 2016-Present
  • Affiliate, Chartered Property Casualty Underwriters Society (CPCU), 2024-Present
  • Member, Association for Systems Management (ASM), procedure
  • Member, Insurance System Conversion Best Practices Consortium, 2015-2016
  • Member, Information Systems Audit and Control Association (ISACA) 2022 - Present
  • Participant, System Implementation and Change Management Webinar Series, 2016
  • Certified, Agency Management System Conversion Specialist, 2023
  • Affiliate, Insurance Systems Integration Coalition (ISIC), 2022-Present

Certifications

  • Certified Product Lifecycle Manager (CPLM)
  • Insurance Compliance Management Certificate (ICMC)
  • ISO 9001 Lead Auditor Certification
  • Associate in Personal Insurance (API)
  • Certified Professional in Insurance Compliance (CPC)
  • Certified Professional in Product and Technology Integration (CPPIT)
  • Certified in Freight, Claims, and Insurance (CFCI)
  • Insurance Systems Integration and Conversion Professional Certification (ISICP)
  • Chartered Property Casualty Underwriter (CPCU)
  • Project Management Professional (PMP)

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