Experience

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  The hartford

  Dec 1997 - Apr 2004

  Technical operations analyst

  (Omni Insurance subsidiary)Served as primary point of contact and subject matter expert for 17 states. Trained call center staff on underwriting, procedural, and system changes. Analyzed system errors to determine the nature of the problem. Led and participated on small and large project teams• Participated in the design of products and systems for usability• Initiated, documented, and implemented customer service processes• Evaluated procedures to improve quality, streamline workflow, and monitor statutory compliance• Participated in market conduct exams and responded to DOI complaints• Wrote business requirements for technical and process changes• Promoted from Call Center Team Lead in 2001 Show less

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  Builders

  Oct 2005 - Oct 2006

  Team lead

  Provided motivation, coaching and leadership to a Technical Underwriting department. Supported department manager in identifying training and staffing needs.• Documented department procedures• Developed and maintained relationships with business partners• Served as Project Manager for two key company processes

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  The hartford

  Nov 2006 - Aug 2007

  Quality analyst

  Served as Subject Matter Expert by reviewing underwriting files and provided consistent, constructive feedback to Underwriters of Group Life & Disability accounts• Identified training opportunities and made recommendations for process improvement• Documented best practices; developed and updated reference sources

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  Assurant

  Aug 2007 - Jan 2009

  Process improvement analyst

  Developed process maps, conduct research, and pull reports to facilitate the Re-engineering of key business functions throughout the company using process mapping techniques and using quality initiatives such as six sigma and ISO 9001. Assisted with identifying performance gaps by conducting audits, IT system function research and analysis of departmental reports. Assisted with the deployment of the ISO 9000 Quality Management System.

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  Access

  Mar 2009 - Apr 2018

  Soley responsible for developing workflows and SOPs for the Customer Service, Underwriting and Claims departments. Wrote business requirements for project managers and IT. Created procedural and system workflows for all service areas and identified improvement opportunities.• Documented process enhancements, and worked across all business units to gain buy-in.• Worked in partnership with IT through development and implementation to ensure the product meets customers’ needs.• Achieved senior leadership buy-in on process improvement initiatives. • Advocated for compliance of documents filed with each state’s Department of Insurance; maintained statutory adherence within all departmental processes and documents. • Identified and integrated process improvements to reduce manual procedures and increase efficiencies. • Functional expert for ImageRight (a document management system). Show less

  • Workflow and Documents Manager

    Jul 2011 - Apr 2018

  • Workflow Analyst

    Mar 2009 - Jul 2011
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  Comcast

  Jun 2018 - Jan 2020

  Manager, business process effectiveness

  • Liaison between the business and IT in translating complex business needs into requirements for process improvement. Worked independently to collect complex business requirements and convert them into system requirements.• Implemented deployment readiness program for regional rollouts, including communications, UAT, and training support for end users and senior leaders.• Defined quality gates to ensure market readiness is in line with deployment milestones.• Developed and defined methods and procedures for end user to address deploying technology and operational process changes.• Created UAT test plans and cases. Show less

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  Comcast business

  Jan 2020 - Jul 2023

  Manager, business services operations

  Partnered with cross-divisional and cross-functional teams to elicit requirements and implement Tableau reporting to support sales and finance teams; conducted monthly and quarterly readouts to senior leadership on department initiatives.• Led project meetings and provided weekly status reports on small to large scale projects focused on revenue acceleration.• Worked with senior management to support business planning and operational processes. • Created process documentation for end users and senior leadership. Show less

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  Blue stream fiber

  Dec 2023 - now

  • Manager Value Creation Program Lead

    Jun 2024 - now

  • Sr. Process Engineer

    Dec 2023 - Jun 2024