Mary Brown Email & Phone Number

Lansing, Michigan Area

To lead a team responsible for the successful execution of all aspects of the Life Customer Serviceprocess, including system entry, requirements gathering, underwriting, issuing, production andmailing of policies. To focus on developing teams to perform strongly and productively. Topromote a positive customer experience in all interactions with Farm Bureau Insurance agents,staff and policyholders. To place strong emphasis on innovation, industry best practices andeffective use of resources.

Lead the design, launch and operation of an enterprise Business Analysis & Quality Assurance (BA/QA) Department responsible for project business requirements and testing.Establish positive and collaborative relationships with business areas and information technology; act as a trusted advisor in the area of BA/QA best practices.Establish and integrate measures, metrics and targets to drive performance. Establish and maintain a results management program for team members in accordance with established departmental objectives. Develop and implement internal department onboarding and training programs.Prepare and adhere to business plan and operating budget for the department.Experience with contract negotiation and vendor management techniques. Work closely with consulting partners to develop and implement projects.Facilitate collaborative efforts to research, implement and monitor tools, standards and best practices for all aspects of Software Development Life Cycle (SDLC) using various methodologies (Agile, Waterfall).Deliver business software solutions through Core Business Transformation (CBT) to replace Policy, Billing and Claims administration systems as a member of the leadership and Program Management Office (PMO) teams.

Independently manage project teams for ad-hoc projects to support corporate goals and initiatives.Lead comprehensive process reviews of the various operational and administrative areas of the company and its broker dealer network with the intent of documenting the processes and systems involved, making process improvement recommendations, and implementing solutions where possible.Perform workflow trend analysis using data derived from the company’s electronic workflow system and provide this data to management for the purpose of budgeting, calculating staffing requirements, and working with end users to identify individual coaching opportunities.Responsible for the design, development, testing coordination, implementation, approval and ongoing administrative support of various functional databases using Microsoft Access.Proficient using Corel iGrafx Process software to model and analyze business processes and predict staffing needs for operational areas.

Participated in corporate plan projects to perform the requirements gathering, functional specifications, development, user testing and implementation phases of the company’s automated workflow projects using the OnBase system.Operated in the capacity of System Administrator of the OnBase Business Process Management (BPM) system.Developed company standards and procedures for the use of the OnBase system.

Provided daily screening of policy transactions and premium payments to assure compliance with federal tax laws, including but not limited to definitionof Life Insurance and Modified Endowment Contracts (TAMRA-DEFRA-TEFRA). Produced manual and spreadsheet calculations to determine compliance options. Generated illustrations for new applications and policy changes for specialized life insurance solutions. Created letters to agents and insureds explaining tax laws and requirements. Participated in life and annuity conservation projects and teams, and assisted in the implementation of conservation measures.

Bba, Management/Information Systems Management

General Associates, Business Administration, Information Systems