Key Achievements:• Conducted comprehensive cost per appeals analysis, determining average costs and assessing potential volume shifts for strategic business benefit.• Led various volume analysis projects, providing insights into anomalies and contributing to data-driven decision-making.• Collaborated with the Automation team on CBAs, refining processes based on projected volumes, and actively engaging with stakeholders to determine automation impact.Technical Proficiency:• Utilized data visualization tools, including Excel and Power BI, to create user-friendly grids for upper management, facilitating efficient decision-making.• Proficient in Microsoft SQL server and SAS Enterprise GuideProcess Optimization:• Implemented automation strategies, reducing update times and ensuring a standardized, error-free approach for recurring reports.• Compiled and categorized completed CBAs, creating an accessible database for upper management to streamline decision-making processes.Communication and Collaboration:• Effectively communicated with stakeholders across the organization, fine-tuning details and categorizing completed CBAs for efficient decision-making.• Demonstrated strong collaboration skills, actively participating in meetings and workshops focused on data-driven initiatives.

• Collected, tracked, and reviewed data to evaluate business and market trends.• Conducted data analysis to prepare forecasts and identify trends.• Generated KPI reports to monitor service levels, identify trends, and execute root cause analysis.• Performed quality assurance to assess data and validate results.• Recognized issues and collaborated with leadership to formulate solutions.• Managed and updated 15 reports sent out at daily, weekly, and monthly intervals

• Reviewed project requirements, created test scenarios, and participated in testing of all Service and Underwriting related systems.• Designed and updated test cases to complete consistent manual tests.• Conducted initial triage of any system issues identified by the Service and Underwriting teams.• Documented identified defects using JIRA/Azure DevOps and helped developers complete further testing and resolve issues.• Communicated with Management and Home Office regarding defects and issues and implemented effective solutions.• Supported IT teams on release days with regression testing of systems to ensure basic functionality.

• Designed and updated test cases to complete consistent manual tests.• Searched for bugs in newly developed aspects of upcoming Service/Underwriting system in sandbox environments, reporting errors to deliver complete functionality in time for launch date.• Documented identified defects using JIRA/Azure DevOps and helped developers complete further testing and resolve issues.• Consulted with product owners and developers to fully understand intended features, functionality, and requirements.• Created and managed change controls for system improvements required for optimal system functionality• Developed and communicated regional requirements for upcoming Service/Underwriting system to ensure efficiency and compliance needs were met.

• Consulted with customers via email, chat, and phone regarding needs and addressed concerns.• Displayed strong email, chat, and phone etiquette, effectively handling difficult situations.• Also worked as a mentor in this field, establishing and enforcing clear goals to keep mentees working collaboratively.• Coached staff members to develop long-term career goals.

• Managed highly successful team of 10 underwriters.• Identified and corrected performance and personnel issues to reduce impact to business operations.• Coached staff members to develop long-term career goals.• Planned and managed resources to consistently meet production, quality, and cost goals.