Michelle Pang Email & Phone Number

Warner Robins, Ga, Us

 Led 2 year project to integrate external templates into the internal claim application, allowing customers to electronically sign releases and forms. Initiative improved form completion within 24 hours by 9 points and saw a significant reduction in the average date to return. Annual company savings of ~ 16.5 Million dollars. Translate business requirements into technical user stories with detailed acceptance criteria that align with business needs. Collaborate with business partners, product managers and engineers to define, design and estimate time and resources for development initiatives. Collaborate with engineers to create functionality for applications using Guidewire, .Net and React code.  Create, prioritize and maintain team backlog to keep the team focused on the tasks needed to produce deliverables on time. Lead daily stand-up sessions and bi-weekly planning, grooming and retrospective meetings with scrum team. Identify and communicate potential risks and roadblocks to properly execute projects. Research alternative solutions to problem spaces and customer friction points to decide best technical approaches. Modify existing software systems to enhance performance and add new features.  Design user-friendly software interfaces to simplify overall management. Document technical specifications and project testing methods for future reference using JIRA, Azure Dev Ops, Confluence and Sharepoint. Present demonstrations of developed software to stakeholders, management and product teams. Monitor and process the queues that house the traffic from the internal claim system to outside vendors and applications.

 Monitored and triaged system outages and issues using SPLUNK, Dynatrace and Quantum Metrics. Performed root cause analysis to determine the source of the errors and develop strategy to remedy the problem. Implemented and tested enhancement feature requests to improve product functionality and extend performance. Reviewed, modified and executed integration tests to improve software quality and reliability. Analyzed and tested applications prior to launch to remedy last minute issues. Conducted full lifecycle software development from planning to deployment and maintenance.

Macon, Georgia, United States

 Piloted and established the internet claims department for my region. The department oversaw online communication between claims adjusters and customers. Responsible for supervising and managing 25 associates. Created coaching plans and developed strategies to improve the performance of my associates; which led me to be the highest rated supervisor in my regional department in 2016. Ran daily reports and analyzed the data to identify claims for review and areas of opportunities to move claims to closure. Monitored calls and performed file reviews for quality handling.

Macon, Georgia, United States

 Conducted liability claim investigations involving severe injuries, including fatalities. Worked with defense counsel to prepare litigation cases for trial or settlement. Analyzed demand packages and negotiated settlements with individuals and plaintiff attorneys. Participated in Multi-State settlement conferences which involved meeting directly with individuals and/or plaintiff attorneys.

Macon, Georgia, United States

 Conducted liability claim investigations involving minor injuries and liability disputes. Piloted the Georgia Investigative Team to combat fraud. Involved identifying claims with fraud being committed by medical providers and attorneys. Member of Arbitration Forums as a company arbitrator. Monthly review of disputed liability claims submitted by other insurance carriers and based on the evidence submitted, made decision on the negligent parties. Analyzed demand packages and negotiated settlements with individuals and plaintiff attorneys.

Macon, Georgia, United States

 Successfully completed the Georgia 40-hour Property and Casualty course and licensing exam. Gathered customer information and provided quotes while tailoring benefits to their individual needs. Maintained top results determined by number of calls, sales, and retention.  Achieved the highest category of sales recognition and was a member of the Sales Chairman's Club - Gold Tier.