Capital Planning Governance

Employed as a Business Analyst, providing functional and manual testing to make sure the enhancement and changes to the policy and quoting systems are working properly before going to production. Work closely with vendors on system testing, providing change specifications as well as test plans, and participating on conference calls. Provide suggestions for future system enhancements to facilitate use for both the agent and the customer. Assisted with the creation of a user-friendly client web… Show more Employed as a Business Analyst, providing functional and manual testing to make sure the enhancement and changes to the policy and quoting systems are working properly before going to production. Work closely with vendors on system testing, providing change specifications as well as test plans, and participating on conference calls. Provide suggestions for future system enhancements to facilitate use for both the agent and the customer. Assisted with the creation of a user-friendly client web portal where clients could easily manage their homeowner's insurance policy. Show less

Business Systems Analyst (12/2006 - 03/2009), assisted in determining the requirements for tasks by analyzing the business needs, creating specifications, and developing and executing testing with Quality Assurance Analysts, the business area and the client. Researched, analyzed, and documented system change requests, report requests, and problem calls. Helped develop and performed system testing, integration testing, and user acceptance testing. Participated in efforts to improve business… Show more Business Systems Analyst (12/2006 - 03/2009), assisted in determining the requirements for tasks by analyzing the business needs, creating specifications, and developing and executing testing with Quality Assurance Analysts, the business area and the client. Researched, analyzed, and documented system change requests, report requests, and problem calls. Helped develop and performed system testing, integration testing, and user acceptance testing. Participated in efforts to improve business processes and systems. Provided quality service to business areas and clients. Estimated, managed and tracked activities to a timeline while meeting or exceeding carrier and client deadlines. Assistant to the team lead and assisted team members with individual projects during development and implementation.As an Administrative Assistant (06/2005 - 12/2006), provided administrative support to 2 Vice Presidents, 1 Director, 2 Managers and 9 Supervisors. Organized employee files, coordinated new hire equipment and placement. Entered biweekly payroll for over 100 employees. Daily production reports, customer quality of service reports, and monthly audit reports. Maintained employee attendance spreadsheets and overtime tracking. Maintained disaster recovery plans and employee contact information. Show less

Employed as an Analyst II, which performed a variety of payment processing and billing related functions, including remittance credits, ledger and balance reconciliation, payment reviews, and both verbal and written communication with internal and external customers. Analyzed and reconciled ledger and suspense accounts.

As a Country Support Specialist (06/2002 to 02/2004) provided customer service for internal customers via e-mail. Handled investigations, account maintenance, rate negotiations, and fee reversals. Maintained a daily productivity chart. Ensured compliance to the external and internal regulations governing the banking business when reviewing all incoming account applications. Created and maintained the Country Support Citiguide; a database created to centralize all information to facilitate daily… Show more As a Country Support Specialist (06/2002 to 02/2004) provided customer service for internal customers via e-mail. Handled investigations, account maintenance, rate negotiations, and fee reversals. Maintained a daily productivity chart. Ensured compliance to the external and internal regulations governing the banking business when reviewing all incoming account applications. Created and maintained the Country Support Citiguide; a database created to centralize all information to facilitate daily work.As a Customer Service Representative (12/2000 to 06/2002) performed a variety of customer service functions in order to support the International Personal Banking and Personal Banking for Overseas Employees portfolio. Exceeded the established service standards for timeliness, accuracy and responsiveness. Provided point of contact resolution to customers via financial and non-financial transaction processing ensuring all corporate compliance and regulatory conditions were met. Facilitated a positive customer service experience to all customers by consistently exceeding their expectations in a courteous, knowledgeable and professional manner. Assisted in the training of all new hires for the phone center as well as cross-training for existing employees. Show less