Annie Anderson

Experience

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  State Farm Insurance

  Jan 1997 - Jan 2004

  Receptionist
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  QBE FIRST

  Oct 2005 - Feb 2016

  Operations Team Manager

  ● Played critical role in transitioning entire departments from one facility site to another and assisting staff impacted by several reductions in force. ● Oversaw and conducted various personnel functions, including employee interviewing, hiring, development,evaluation, and termination, while ensuring all departments received the necessary personnel training. ● Provided critical analysis of business processes to identify gaps in procedures, implementing significant, positive changes which produced measurable improvements in process flow, production, and quality. ● Developed and wrote processing manuals to ensure all line of business understood procedures and any changes that were made, as well as how changes would impact areas of production. hiring, developing, and evaluating.● Conducted onboarding of new clients, maintained ongoing client relationships and communications, managed key monthly reports. and facilitated yearly Business Reviews. ● Successfully managed three lines of business (Operations, Check Control and a Costumer Call Center) and achieved the following:  Implemented several process changes resulting in significant reductions in volume and lost productivity time  Maintained all service level agreements (SLA’s) to meet internal quality and production goals  Ensured needed staffing based on historical call volumes and spikes to exceed compliance. with Average Speed of Answer and Handle/talk time levels established by company. ● Oversaw UAT team ensuring test scripts were accurately written and completed on time, and tested scripts to ensure system RULES were working as designed.● Handled system RULES design meetings for the lines of business, oversaw implementations of new processes/systems release for several Lines of business/Clients, and ensured system RULES were written accurately for the specific needs of each of our clients. Show less

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  Mr. Cooper

  Feb 2016 - now

  Account Services Analyst

  ● Reviewed Job Aids to ensure accuracy, clarity and completeness, while conducting diversity of employee development and evaluation services and activities. ● Worked with attorneys requesting legal fees and ensured quotes were released on a timely, accurate basis. ● Responded to escalations from our legal partners, third party vendors, and internal business partners, alsocollaborated with developers to create systematic process improving quality and production.● Effectively analyzed business processes and identified gaps in procedures, making improvements which resulted in a 45% reduction in unnecessary work flow and increase in productivity. ● Coordinated with several lines of business within the organization to ensure groups worked together and to promote and create a cohesive work environment ● Worked with Auditors and Quality Control departments to ensure regulatory compliance with processes, procedures, ongoing operations, and daily task flows.● Ran comprehensive daily reports and tested UAT scripts to ensure enhancements worked as designed. Show less

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  Gregory Funding

  Nov 2021 - now

  Accounts Payable Supervisor
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  MSP Accounting

  Jan 2025 - now

  Office Manager