Experience

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  Nationwide

  • United States
  • Insurance
  • 700 & Above Employee

  • Specialist, Business Project Management

    • Apr 2022 - Present

    Support Operations with project management, coordination of processes impacting the team and day to day operational support for industry affairs. Spread our business enablement story through visuals, support engagement and team planning.

  • Sr. Coordinator, Web Content

    • Jan 2016 - Apr 2022

    Partner with business unit representatives to ensure accuracy and simplicity of documented knowledge while improving end user experience for more efficient transactions. In July 2019, I shifted to full time authoring for large build projects. Train and coach Subject Matter Experts (SMEs) at various organizational levels for copy/content development, and provide support to ensure result is clear, accurate, and easy to understandManaged complex inventory and content creation, organization, and editing for nine PL Claims groupsCollaborate and coordinate with 24+ business units to review, revise, and draft updates to Knowledge Advanced for 14,000 usersDevelop design solutions to ensure copy meets American with Disabilities Act (ADA) regulations and department standsConduct User Experience Testing and ideate and implement solutions to improve user experienceCreated onboarding and streamlined processes for Run and Authoring rolesCreate and maintain multiple SharePoint, Teams, and Planners for group communication, collaboration, and workflows

  • Resolution Support Analyst

    • Oct 2013 - Jan 2016

    • Respond to inquiries and problems escalated from Service Representatives. Provides quality customer service through a demonstrated understanding of customer needs and timely response to inquiry.• Handle specific processes requiring authority level of a technical expert.• Maintain an expert-level understanding of customer service techniques, while staying current on system enhancements, product issues, business unit knowledge, organizational culture and state specific information for all states in which business is conducted.Additional Roles:CSSS AMBASSADORS NETWORK• Selected as a core member to provide input in advance of deployment initiatives. • Build awareness of priorities for change to achieve a seamless experience when delivered.CHANGE ADVOCATE• Change advocate member since July 2011 devoted to improving the business unit by reviewing possible enhancements and delivering constructive feedback.

  • P/C Member Care Representative I - IV

    • Oct 2009 - Oct 2013

    • Effectively communicate complex technical information to agents, members and business partners. • Create hassle free experiences by taking ownership and personalizing each transaction. • Currently hold Personal Lines Insurance License for the state of Ohio. • Handled incoming calls and/or e-mails from existing personal lines members, agents, and third parties according to best practices. • Make outbound calls and completed follow-up work as required to process customer requests.• Provided accurate analysis regarding insurance needs, service requests, billing, limits, and deductibles taking into account the customer request as well as company guidelines.Additional Roles:SUBJECT MATER EXPERT (SME) JUNE 2010 – OCTOBER 2013• Provide in-depth technical and soft skills support for trainees by completing side by side evaluations. • Serve as peer mentor to positively influence other associates to reach established goals. • Create tutorials, quizzes and PowerPoint presentations on key subjects to enhance retention. TRAINING INTERN JANUARY 23, 2012 Foundational Class• Conducted entry level and basic technical and GEDAC skills training to class of 14 associates.CSSS AMBASSADORS NETWORK• Selected as a core member to provide input in advance of deployment initiatives. • Build awareness of priorities for change to achieve a seamless experience when delivered. CHANGE ADVOCATE• Change advocate member since July 2011 devoted to improving the business unit by reviewing possible enhancements and delivering constructive feedback. INQUIRA CHANGE AGENT // MARCH 2012 – AUGUST 2012• Assisted in the roll out of the new knowledge management resource. • Completed standardization spreadsheets and completed testing of the tool. QUALITY ADVISORY COMMITTEE • Collaborated with the project team to progress away from OYS quality evaluations to the GEDAC model. • Provided feedback on technical intents and the categorization of sections on the form.

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  Big Thumb LLC

  • Appeals and Denials

    • 2008 - Sep 2009