Provided actionable insights through experimentation within the Service Contact Center. Eliminated manual report running and developed new methods to reduce analysis time and increase statistical accuracy.

Responsible for developing new reports and processes aimed to reduce manual work effort and modernize reporting within the Implementation Strategy department.

Oversaw the work stream of Northeast Technician team, which provides project management, performs system testing and assembles regulatory rate and rule filings for pricing and product stakeholders. My key responsibilities included collaborating with technology and business stakeholders to develop project requirements, creating/maintaining timelines to facilitate work across multiple business teams and conducting research for large-complexity projects.

In this role, I supported our Business Insurance Agents by providing navigation assistance for our quoting platform and underwriting advice. I quickly learned the ins and outs of insurance operations, becoming the go-to representative for peer guidance. My various responsibilities included training new hires, resolving escalated agency complaints, managing internal inboxes for agency compensation and billing, providing project tracking/reporting for large Sales initiatives and participating in BETA testing for system enhancements.