Experience

Forrest T. Jones & Company

• United States
• Insurance
• 100 - 200 Employee

• Business Process Quality Anaylst

  • Jun 2019 - Present

  Kansas City, Missouri Area



MetLife

• United States
• Insurance
• 700 & Above Employee

• Sr. Operational Quality Analyst

  • Feb 2014 - Present

  Kansas City, Missouri Area  Evaluate and improve business processes by effectively conducting a statistically valid sample of quality evaluations  Develop criteria to measure performance of customer service representatives  Provide timely and meaningful feedback to associates to improve performance  Assemble, analyze and produce defect reports that provide key quality improvements and cost reduction opportunities  Identify trends and quality gaps from the analysis of monitoring data to improve the… Show more  Evaluate and improve business processes by effectively conducting a statistically valid sample of quality evaluations  Develop criteria to measure performance of customer service representatives  Provide timely and meaningful feedback to associates to improve performance  Assemble, analyze and produce defect reports that provide key quality improvements and cost reduction opportunities  Identify trends and quality gaps from the analysis of monitoring data to improve the customer experience  Perform Root Cause Analysis and make recommendations for process improvements or training needs  Perform internal audits  Designed and implemented new audit processes  Redesigned audit processes to evolve with changing business needs  Map business processes to develop process improvements

• Quality Analyst

  • Jan 2011 - Feb 2014

  Kansas City, Missouri Area  Verified submission paperwork is complete and accurate  Provided support to the field Sales Support Associates for questions and concerns  Completed audits for Sales Support Associates on new cases and add coverage to ensure accuracy  Completed Synch Project Testing and upgrades were installed according to Schedule  Reviewed Cases Implemented for January 1 business to ensure correct broker codes were used and brokers were appointed and licensed  Reviewed work flow… Show more  Verified submission paperwork is complete and accurate  Provided support to the field Sales Support Associates for questions and concerns  Completed audits for Sales Support Associates on new cases and add coverage to ensure accuracy  Completed Synch Project Testing and upgrades were installed according to Schedule  Reviewed Cases Implemented for January 1 business to ensure correct broker codes were used and brokers were appointed and licensed  Reviewed work flow systems for amendments to help identify why the amendment was needed  Participated on the Team to identify system upgrades  Conducted bill audits for internal partners to ensure enrollments were made correctly  Completed Audits for cases processed by the off shore associates

• Implementation Specialist

  • Mar 2009 - Jan 2011

  Kansas City, Missouri Area  Supported the Case Implementation process by ensuring accurate system installations  Partnered with the Customer Relationship Specialist to ensure accuracy  Effectively communicated with sales office, broker or employer to obtain any needed information  Served as customer interface to client and broker through the implementation process  Generated policy and certificates to be mailed to customer  Insured accuracy of systems loaded and plans that were sold and approved

• Implementation Support Specialist

  • Jun 2007 - Mar 2009

  Kansas City, Missouri Area  Verified incoming group submission paperwork is complete and accurate.  Provided daily contact with Sales Reps, Brokers and Benefit Administers while in the process of gathering missing information for new group submissions.  Updated systems prior to submission to Underwriting for final rating.  Learning Partner for New Hires  Participated on the pilot team for new systems and documents



Aegon

• Financial Services
• 700 & Above Employee

• Project Team

  • Aug 2005 - Jun 2007

  Kansas City, Missouri Area Defined and help implement business process improvements within the Kansas City division • Defined user, system and functional requirements relating to billing and payment collection • Provided technical documentation for system conversions which resulted in the successful conversion of over 575,000 policies • Developed/documented business and system process flows related to billing and collections • Wrote end-user training manuals on new system and processes, and then facilitate… Show more Defined and help implement business process improvements within the Kansas City division • Defined user, system and functional requirements relating to billing and payment collection • Provided technical documentation for system conversions which resulted in the successful conversion of over 575,000 policies • Developed/documented business and system process flows related to billing and collections • Wrote end-user training manuals on new system and processes, and then facilitate training which resulted in a seamless conversion • Documented user acceptance test cases for thoroughness of testing • Facilitated cross organizational communications concerning any system enhancements or procedure changes • Developed test plans; review testing requirements, test data based upon testing matrix and review expected results necessary to thoroughly test the business requirements for the billing system • Active involvement in Model Office/QA testing of changes, enhancements, new functionality and regression testing • Defined new business rules to ensure sales level agreements were meet • Input suggestions for new products available to the field force • Developed new workflow designs which resulted in better service to our customers

• Coordinator, Premium Billing and Collections

  • Apr 2000 - Aug 2005

  Kansas City, Missouri Area Ensured accounting transactions are recorded accurately and in a timely manner • Reconciled, investigated, corrected accounting processed by team members • Reviewed or analyzed data for completeness • Performed regular, frequent daily audits on team members and/or processing • Assisted with financial statements preparation and reporting requirements • Maintained budget totals for department in order to maintain budget controls • Assisted in documenting business processes and… Show more Ensured accounting transactions are recorded accurately and in a timely manner • Reconciled, investigated, corrected accounting processed by team members • Reviewed or analyzed data for completeness • Performed regular, frequent daily audits on team members and/or processing • Assisted with financial statements preparation and reporting requirements • Maintained budget totals for department in order to maintain budget controls • Assisted in documenting business processes and identifying controls for Sarbanes-Oxley legislation • Provided guidance to the team members on complicated problems • Allocated work assignments as work volumes dictate • Maintained monthly and quarterly reports for business and financial reporting, including detailed budget, Sales Level Agreements and incoming premium totals

• Policy Change Technician

  • May 1994 - Apr 2000

  Kansas City, Missouri Area • Received and responded to written and telephone correspondence including analyzing financial transactions, resolving accounting problems, researching historical data, providing client with information pertaining to their life insurance policy • Completed complex changes to policies to restore coverage of lapsed policies • Processed corrections to dividend benefits