Experience

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  Farm Bureau Insurance of Michigan

  • United States
  • Insurance
  • 700 & Above Employee

  • Director, Property Casualty Customer Service and Customer Experience

    • Nov 2023 - Present

  • Product Owner, Life Operations

    • Apr 2023 - Nov 2023

  • Supervisor, Life Operations - Life, Annuity, Claims

    • Aug 2021 - Apr 2023

    • Manage the Life New Business and After Issue teams in processing new business, servicing existing policies, and settling claims. • Develop, mentor, and coach direct reports to ensure an extraordinary customer experience for policyholders and over 400+ agents and their field office staff.

• 

  Jackson

  • United States
  • Financial Services
  • 700 & Above Employee

  • Director, Records Management

    • May 2018 - Jul 2021

    • Developed and implemented the first Records Management and eDiscovery program ensuring regulatory requirements are met across the organization.• Responsible for interviewing, hiring, managing, and coaching team members.• Reduced expenditures by over $150,000 annually via contract management and the implementation of technical solutions.• Managed FINRA and SEC records storage requirements for organization’s Broker Dealer.• Protected the organization from fines and negative reputational impact by ensuring compliance with Department of Insurance Records Management requirements for all 50 states. • Analyzed and evaluated department current state risks and provided a mitigation plan including management of FTE and Consultant usage.• Built and maintained positive relationships with vendors, customers, executive management, and project teams.

  • Project Manager, Information Technology and Information Security

    • Jul 2015 - May 2018

    • Managed large-scale, high-risk, and complex technical and security related projects.• Implemented multi-factor authentication tool to 4,500+ users, included creating end user communications and procedures, addressing all questions, and equipping helpdesk team members to properly answer support questions.• Implemented privileged access management tool to ensure effective monitoring of system administrators. • Developed communication plans to support rollout of security related projects.• Created weekly status update template that was adopted for all projects within the team.• Interviewed and hired project managers and provided onboarding training support to speed up adoption to the organization.

  • Audit Analyst, Project Management Center of Excellence

    • Jun 2014 - Jul 2015

    • Implemented project management software solution to 1,200+ associates within IT, Operations, and Finance departments to enable proper tracking of all project management related activities.• Developed and facilitated organization-wide project management training program to provide foundational project management knowledge for associates at all levels.• Developed Project Management help space on SharePoint, including creation of materials site to support the proper usage of Workfront.• Facilitated training sessions with users for learning and adoption of new tool.• Facilitated the System Development Methodology (SDM) updates and implementation to ensure projects were properly rolled out through the organization, necessary stakeholders were involved, end user documentation was created, and each approval gate was met.• Performed program audits to ensure adherence to SDM.• Determined and developed Project Management processes and procedures.

  • Specialist and Coordinator, Risk

    • Apr 2012 - Jun 2014

    • Assisted executive management in preparing 2014-2015 Risk Plan and assured alignment with Major Corporate and Strategic Initiatives.• Managed annual Data Transfers and User Developed Applications inventory reviews, ensuring proper security controls.• Prepared financial and resourcing reports for executive management for Board reporting.• Developed and maintained department website for information sharing and increased communication.• Implemented and ensured compliance with enterprise-wide policies and procedures, including the Corporate Records Retention Policy.• Provided support, coaching, and performance feedback for department Interns.

  • Assistant, Internal Audit, Solvency II, and Operations Risk Support

    • Sep 2006 - Apr 2012

    • Managed the Solvency II Jackson Project Plan and budget in accordance to the guidelines set out by Prudential’s Solvency II requirements.• Facilitated weekly departmental staff meetings and bi-monthly Solvency II Steering Committee meetings.• Prepared quarterly board reports for Internal Audit, Treasury and Solvency II Teams.• Maintained internal associate monitoring database, including the generation of key metrics for department management.

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  Farm Bureau Insurance of Michigan

  • Assistant, Actuarial

    • Jun 2003 - Aug 2006