Experience

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  Aegon

  • Baltimore, Maryland, United States

  • Product Owner / Delivery Manager - Compliance and Audit Support

    • Jun 2023 - Present
    • Baltimore, Maryland, United States

    Transamerica's parent company, Aegon, Global Technology Services, Corporate Technology. Managing the products and the operations support team for audit and compliance, anti-money laundering.

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  Transamerica (Aegon DMS)

  • Systems Administrator

    • Feb 2007 - Jun 2023

    Adding on to my current responsibilities where I continue to provide internal user support and training for VersionOne, JIRA and Blueprint. I work with the vendors while ensuring that the product is installed and running correctly. Establishing best practices for using the tool and identifying any gaps and potential functionality needs for the most efficient use of the tool, while following set company processes.

• 

  Aegon DMS/Transamerica Life Insurance Company

  • VersionOne System Administrator

    • Nov 2013 - Jul 2018

    Provide internal user support and training for VersionOne, working with the vendor while ensuring that the product is installed and running correctly. Establishing best practices for using the tool and identifying any gaps and potential functionality needs for the most efficient use of the tool, while following set company processes.

  • Business Analyst PMO

    • Feb 2007 - Oct 2013

    Expanding on the earned knowledge as a business unit user to apply the skills of quality customer service, research, organization and teaching to support the Information Technology Department through the Project Management Office. Carrying project management standards and best practices into the organization and bringing together different projects and project stakeholders so that they all use similar best practices. Supporting an environment for project managers to excel in the project management discipline.

  • Claims Examiner

    • Apr 1998 - Feb 2007

    Expanding on the earned knowledge gained as a Customer Service Representative to apply the skills of research and insurance product knowledge to process complex Accidental Death Claims while maintaining service and multiple state regulation standards. Performed duties as the Claims Department Liaison establishing vendor relations for claims investigations. Created and maintained claims forms in line with state regulations and coverage types.

  • Customer Service Representative

    • Feb 1997 - Apr 1998

    Building on recognized customer service skills as a former employee of a financial institution to focus on the Financial Institutions’ Accounts within the Insurance Company, Third Party Administrators as well as current and potential insured customers. Assisted all facets of customers in a high volume Call Center. Researched and interacted with various departments in order to resolve customer needs and or complaints. Provided professional responses in a timely and accurate manner through both telephone conversation and correspondence.

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  First Union National Bank

  • Baltimore, MD

  • Teller/Head Teller

    • Jan 1986 - Dec 1996
    • Baltimore, MD

    Assisted customers with daily transactions in a high volume branch. Maintained and balanced a teller drawer with an excellent settlement record. Resolved customer complaints and problems in a prompt and courteous manner. Diagnosed customers needs and matched those needs to the appropriate products for cross selling thus satisfying the needs of the customer as well as the bank. Assisted customers with opening and closing accounts. Serviced and settled the automatic teller machine daily. Authored reference guides for five new computer systems and three corporate conversions. Supervised a staff of six.