• Collaborate with program management team to identify project priorities and ensure resources are appropriately allocated to prioritized projects to ensure project deadlines are met. • Communicate with project team members and external stakeholders to ensure that critical information is shared and that projects are on track. Escalate any roadblocks or complications to the leadership team to ensure all stakeholders are aware of any issues that may impact project deadlines.• Aid with completion of special projects as assigned, including developing requirements for renewal workflows, audits, and Appulate implementation.• Work with CBS team leadership to create and refine training materials, document processes, and develop checklists and templates to help ensure complete, thorough, and consistent completion of requirements documentation. • Train CBS team members on all CBS processes, including documenting requirements for user interface, coverage building, rating, and forms programming and system enhancements, writing JIRAs and test cases, responding to user support issues, and reviewing ISO and proprietary manuals to identify state specific programming exceptions.• Review user-reported system issues to identify trends and propose changes to systems and workflows based on areas which are deemed inefficient, ineffective, costly to run, or time sensitive.

• Began reviewing and developing requirements for the launch and rollout of a brand new, 50-state small commercial program offering Businessowners’, Commercial Auto, Workers Compensation, Commercial Umbrella, and Commercial Package products.• Hosted in-depth coverage mapping sessions with carrier representatives, and Arrowhead product, underwriting, operations, compliance, and management teams to review all ISO and Proprietary coverages for the BOP, Auto, General Liability, Inland Marine, and Property lines of business to determine what system support would be needed in the Core Commercial program.• Reviewed and documented Forms Mapping requirements for all BOP, Auto, GL, Property, Crime, and Umbrella forms for the initial roll-out of the Core Commercial program.• Facilitated cross-functional requirements gathering sessions to develop and refine the user interface requirements for our producer-facing online policy quoting system, Arrowhead Exchange, developing mock-ups and in-depth programming requirements for all proposed system screens for review and sign-off. • Worked in tandem with business stakeholders and external system vendors to identify all programming needs for the Core Commercial program roll-out, coordinate delivery of system enhancements, and resolve and clarify requirements questions that arose during development.• Documented scripts and call flows for the development of the Core Commercial IVR policy status and phone payment system, working closely with the billing and management teams to ensure all possible scenarios were documented and met appropriate compliance standards.

• Researched and documented business requirements for a variety of system components, including user interface enhancements, policy forms mapping, rating, and billing system enhancements.• Detected and reported system errors and discrepancies; analyzing and documenting updated requirements for the correction of errors.• Completed review of monthly Product Maintenance Reports from carrier partners, identifying all needed system enhancements, gathering requirements, documenting test cases, obtaining sign off, and working closely with the division to prioritize all updates into upcoming maintenance sprints.• Conducted and facilitated User Acceptance Testing prior to all bi-weekly releases to ensure all enhancements were developed in accordance with documented requirements prior to each code release.

• Establish and adhere to training and development plan for all new Customer Service Representatives.• Lead departmental training sessions with on-site and remote employees and conduct one-on-one training sessions as needed with team members to teach users all agency servicing processes.• Develop new processes, ensuring they are properly documented on internal company Wiki site.• Update existing servicing processes as needed, ensuring they are thoroughly tested, documented, and communicated to all agency team members.• Develop quality control process and checklists and conduct regular auditing of all team members' work to ensure adherence to agency quality control guidelines and standards.• Work with operations team and system vendor to test, implement, and train employees on Agency Management and Policy Servicing systems (Applied Systems' Epic and CSR24).• Provide recommendations to agency management team for use in developing individual team members' coaching and development plans.• Continuously seek ways and share feedback to develop more efficient agency workflows.

• Transitioned to Arrowhead Automotive Aftermarket Program in October 2012.• Developed and implemented an in-depth training program to remotely train 3rd party support team on renewal process.• Collaborated with Agency Operations Team and Underwriting Managers, to streamline and document departmental processes for company Wiki site.

• Handle escalated service calls to ensure issues are resolved in a timely and accurate manner.• Manage daily workflow of 14-member team specializing in customer acquisition and retention toensure Service Level Agreements are met.• Support management team in activities related to staffing, systems management, and operations.• Provide training to new team members as needed.• Facilitate and coordinate inner-department peer-to-peer recognition group, The R.A.V.E. Group,planning department events and managing program budget.

• Build customer loyalty by providing friendly and efficient service to customers over the phone.• Create certificates of insurance, process vehicle additions and deletions to and from policies, provide vehicleidentification cards and process state insurance filings for customers.• Assure all documents and communications with customers comply with underwriting guidelines.• Serve as the primary service contact for all New York DMV service issues.

• Marketing and Public Relations Intern to fulfill requirements of a Journalism Internship course at KU.• Assisted Marketing and Communications Manager with writing of all press releases, advertisement copy, and othermarketing materials.• Developed and wrote informational articles for an 11-installment series run in The Kansas City Globe to promote theworld premiere opera John Brown.• Researched and maintained Marketing department media contact database.

• Provided prompt and professional service to customers over the phone to drive customer retention.• Monitored customer pre-orders and the status of orders from EiKO’s largest client, Ozark Automotive.• Functioned as the primary service contact for EiKO’s New Jersey distribution center.• Accredited as a Lighting Specialist by the National Association of Independent Lighting Distributors.• Took purchase orders, quoted prices, checked inventory and order status and cross referenced competitors’ products to one of EiKO’s 3,000 ordering codes.• Researched and processed credit and return requests.• Worked 30 hours per week on average throughout college.

• Promotions Department Intern to fulfill requirements of a Journalism Internship course at JCCC.• Wrote promotional proposals for potential station giveaways.• Assisted Promotions Director with contacting on-air winners, maintaining legal reports, assembling prize packages for Buzz-sponsored events, participating in live, remote promotions and processing charitable contributions.

• Processed inventory to ensure floor was arranged in accordance with corporate and safety guidelines.• Provided support at the Customer Service desk and at Point of Sale registers as needed.• Assisted customers with merchandise returns, price adjustments, exchanges, and gift registry.• Earned superior customer service recognition via customer comments to the company.