Zach Peters

Experience

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  Specialty Underwriters Group

  Jan 2011 - Jan 2017

  Underwriting Assistant

  • Supported underwriters and agents in accessing company products and markets, facilitating new business opportunities.• Collaborated with executives to identify and pursue sales prospects, contributing to revenue growth.• Managed agency development through marketing campaigns and assisted in project work assigned by senior underwriters.• Coordinated a loyalty program, guiding agents through enrollment, managing information, and distributing funds.

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  CDK Global

  Jan 2017 - Mar 2020

  Provide customer-facing Point of view for Payment Builder/Connected Store, speaking to the key features/benefits of related CDK products and services • Leverage knowledge of consumer behavior to drive dealer satisfaction and retention of Connected Store.• Partner with the Account Manager on assigned accounts to make recommendations around optimizing the website for Connected Store.• Leverage knowledge of product to develop and test payment optimization strategies with each dealer.• Serve as an escalation point for dissatisfied dealers with the goal of increasing dealer retention of product.• Mentor and assist other employees in troubleshooting and understanding Connected Store.• Onboard new users at dealership (F&I Manager, GM, DP, etc.).• Work with newly activated dealers to optimize Payment Builder and work through strategy recommendations.• Partner with development to bug test new features and provide feedback. Show less Receives inbound client/associate inquiries via phone, web chat, e-mail, and online tickets.• Creates case logs, record information, establish resolution time, follow up on issues, and escalate complex issues.• Assesses issues and establish a course of action to guide the client/associate to timely resolution of inquiry.• Troubleshooting issues with CDK Digital Products and providing corrective instruction to the client.• Troubleshooting issues with CDK Drive and provides corrective instruction to the client.• Submits requests for product changes and other custom programming updates.• Attend and participate in training courses to provide the most up to date support for clients.• Work in a team environment and assist team members in resolving cases.• Provides other ad hoc support and duties as assigned.• Work in an environment with competing priorities. Show less

  • Online Retail Specialist

    Jan 2018 - Mar 2020

  • Client Technical Analyst

    Jan 2017 - Jan 2018
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  First Financial Bank

  Mar 2020 - Mar 2025

  Senior Business Analyst

  ● Led digital transformation initiatives (authenticated chat, eStatements, and bill pay integration, fraud mitigation) for mobile and online banking using Agile Scrum framework; facilitated quality assurance, user acceptance testing; developed documentation; conducted regression and disaster testing, end-to-end functionality validation● Implemented automated regression testing using LeapWork; reduced testing time by 75% (from 1 month to 1 week); earned company recognition and award for increased efficiency● Managed JIRA backlog grooming, retrospective, daily standup, and discovery/user requests; collaborated on backlog prioritization of user stories based on business needs; conducted, coordinated end-to-end UAT for features and stories; managed incident reporting and implemented transition WorkFront to ServiceNow● Launched authenticated online website chat functionality via Salesforce integration; collaborated with cybersecurity, risk and compliance, customer service, and marketing; built documentation, training materials; developed MVP and sandbox testing; used Pendo for targeted communications and product uptake among banking users and account holders● Assisted the transition of banking platform to a new provider in under 3 months; achieved 95% clean data during transition. Managed relationship with third-party vendor to identify SSO authentication options, develop custom solution; cross-functional collaboration with internal stakeholders to develop account sign-up portal● Modernized outage tracking and response by creating a Service Health Monitor that implemented an API-based monitoring system for real-time issue detection, faster incident resolution, and better client communications resulting in knowing 5 minutes before vendor/client of outage issues.● Reduced fraudulent account activity by 66% in 3 months by implementing authentication enhancements, transaction monitoring, automated security controls, and identifying new account micro-deposit patterns Show less