Experience

THE SHERWIN-WILLIAMS MANUFACTURING COMPANY

• United States
• 1 - 100 Employee

• Credit Processor

  • Mar 2021 - Present

  • Responsibilities include participating in the accounts receivable functions in the downtown headquarters, including processing payables, updating templates with MicroStrategy and Excel formulas. Updating customer information in our databases, requesting missing information needed for processing. • Manually search for central remit payments on account received through bank lock boxes. • Manually research received remits from group email folder along with physical checks. • Process EFT/ACH and Credit card payments. • Assist in special projects relating to National Accounts Receivable portfolio within the established deadlines as determine by management. Show less



AmTrust North America

• United States
• 1 - 100 Employee

• Operations Specialist II

  • May 2015 - Oct 2020

  Operations Analyst II (2019 to 2020) • Audited internal financial systems and processes to identify improvement opportunities and gathered business and technical needs and requirements. • Translated requirements into plans of action and drove the launch and execution of transformation software development projects. • Maintained comprehensive operational and project documentation throughout the full project life cycle. • Coordinated post-project QA testing and evaluation and utilize findings to influence further process enhancements. • Monitored credit procedures to ensure adherence to guidelines Software Quality Assurance Analyst I (2015 to 2019) • Streamlined operations across all business lines by administering test scenarios and cases to confirm software’s ability to function according to business requirements and recommending workflow and system improvements improving system performance. • Achieved full compliance with deadline and quality targets for each stage of the testing procedure. • Adjusted test scenarios to provide the optimal test coverage and ensured identified issues are resolved based on priority. Show less



Nationwide Insurance

• United States
• Insurance

• Customer Service Supervisor

  • Aug 2008 - May 2015

  • Directed team of customer service representatives and guaranteed achievement of call volumes and satisfaction targets. • Evaluated performance of team members, created and delivered one-to-one and group training sessions and held regular one-to-one performance appraisal meetings. • Sought opportunities for quality improvement through careful analysis of current customer interactions, processes, and system reviews. • Launched feedback process that improved overall productivity. Gallup results went from 3.78 to 4.20 from 2014 vs 2015. Managerial Support moved from 4.35 to 4.82 2014 vs 2015. Member Care Representative, 08/2008 – 09/2011 • Achieved high levels of brand loyalty and customer satisfaction by maintaining 98% first call resolution rate. • Recognized as subject matter expert on current insurance laws, assigned insurance lines, policy changes |modifications and trained recruits, colleagues, and senior management. Show less



Progressive Insurance

• United States
• Insurance
• 700 & Above Employee

• • May 2000 - Feb 2008

  • Directed cross-functional teams executing 30 compliance projects and 80 insurance rate revisions. Optimized workflows and effectively oversaw operations to attain budget and deadline objectives. Preventing fines by following State regulations. • Collaborated with senior cross-departmental executives to audit and optimize the full customer experience across digital channels and state-wide physical location enabling better customer service. • Conducted qualitative and quantitative market research and analysis of customer needs and requirements. Transformed insights into operational and technical process improvement plans. Streamlined procedures improving nationwide system performance. • Submitted comprehensive weekly reports via SAS to the marketing and compliance departments. Show less

• • Oct 2002 - May 2004

  • Spearheaded key HR procedures, including recruitment, training, and performance evaluation for up to 22 customer service representatives. Monitored operations to exceed productivity and exceeding targets.• Introduced new hire training module and internal trainer role within the department, which expedited the onboarding of recruits and guaranteed high-quality customer service. Enabling CSR’s to meet or exceed the expected metrics.• Strategized and coordinated individual and departmental projects that improved quality assurance compliance and aligned service delivery with the corporate model.Customer Service Representative (2000 to 2002) Show less