Cathy Smart Email & Phone Number

Dresher, Pa 19025

Incident Management AnalystWork with Annuities IT Incident Management Team to facilitate resolution of application issues. Supporting business users located domestically and off-shore, operating in a 24/7 environment. • Provided application support to business users to ensure ability to process work• Handled high impact/priority incidents, facilitating activities for quick resolution of issues (SWAT calls)• Quality handling of Incidents and Service Requests according to… Show more Incident Management AnalystWork with Annuities IT Incident Management Team to facilitate resolution of application issues. Supporting business users located domestically and off-shore, operating in a 24/7 environment. • Provided application support to business users to ensure ability to process work• Handled high impact/priority incidents, facilitating activities for quick resolution of issues (SWAT calls)• Quality handling of Incidents and Service Requests according to predefined procedures.• Handle Tier 1 user inquiries via support hotline and lotus notes. Initial triage and troubleshooting of user issues, handling recording and classification of all reported incidents.• Trained users to utilize self help tools• Documented “How To” instructions on Incident Management Procedures.• Participated in an on-call rotation for off hours support. Show less

Dresher, Pa 19025

Supported electronic order entry application software program (AEA) used by financial professionals and customer service representatives, approximately 3,000 users. Analyzed business requirements, reviewed with programmer, created test plans, created business cases for new functionality, performed regression testing, UAT, installed new code and tested for functionality and navigation prior to release. Worked independently and as a team member, collaborating with application developers… Show more Supported electronic order entry application software program (AEA) used by financial professionals and customer service representatives, approximately 3,000 users. Analyzed business requirements, reviewed with programmer, created test plans, created business cases for new functionality, performed regression testing, UAT, installed new code and tested for functionality and navigation prior to release. Worked independently and as a team member, collaborating with application developers, business management and end users. Functioned as Subject Matter Expert for AEA, providing customer service and desktop support.• Provided Tier 1 support to Call Center business partners, Operations Associates, and Financial Advisors• Provided system training to internal and external users, including on-boarding of new users• Performed change management tasks for business and state regulated requirements and production issues • Conducted on-going business prioritization meetings with Operations and Development Teams for system upgrades and releases• Represented AEA Technology at Field Technology meetings. Knowledgeable in all aspects of software development lifecycle. Documented functional specification, executed and coordinated regression testing, scheduled and communicated requirements for all system upgrades/releases• Created and submitted test cases according to plan. Ensured inputs fed to existing downstream systems Show less

Dresher, Pa 19025

Responsible for providing overall client services to financial advisors. Managed all elements of processing annuity product applications. Ensured appropriate requirements were met according to state and business processing guidelines. Established strong working relationships with financial advisors and team members.• Managed case load effectively to meet department's service levels and quality goals • Responded to written and phone inquiries, providing accurate information and a high… Show more Responsible for providing overall client services to financial advisors. Managed all elements of processing annuity product applications. Ensured appropriate requirements were met according to state and business processing guidelines. Established strong working relationships with financial advisors and team members.• Managed case load effectively to meet department's service levels and quality goals • Responded to written and phone inquiries, providing accurate information and a high level of customer service to both field advisors and clients. Ensured timely communication with financial advisors on outstanding requirements• Accurately processed transaction deposits, such as rollover, transfer, direct rollover, 1035 Exchange• Ensured all special programs elected were acknowledged into the system (auto rebalancing, dollar cost average, systematic withdrawal, EFT)• Participated in special projects, including cross training in other departments and providing Call Center support during tax season• Provided training and assistance to new case managers. Collaborated with team members to improve and meet team goals and objectives Show less

Dresher, Pa 19025

Life Underwriting Provided administrative support to an underwriting department. Obtained medical records, drug and urine tests, and attached records to individual cases.