Susan Vosters Email & Phone Number

Hartland, Wi, Us

Remote

• Collaborate with business partners to identify opportunities for enhanced experiences for employees, agents, and policyholders.• Drive the analysis and implementation of process improvements. Be forward thinking and identify gaps of requests customers want today and how that may impact future decisions.• Analyze and document current state processes, identify improvement opportunities, and design solutions for target state. Document solution requirements (i.e. user stories).• Assist with business cases including cost-benefit analysis for targeted solutions. • Assist with the interpretation of user requirements into feasible options and communicate back to the business stakeholders in the form of a requirements document.• Develop user test cases and assist with user acceptance and regression testing; validate test results. Provide sign off on projects as assigned.• Monitor submitted projects and communicate progress, issues, and any action items to the Insurance Operations team and/or other impacted teams. Assist with prioritization.• Oversee the management of changes to processes and systems including ideation, initiation, prioritization, development, testing, and implementation.• Oversee the successful resolution of production-related escalations and assist with remediation efforts.• Document current business processes and workflows.• Assist with department training and documentation and handoffs to Insurance Operations team.• Assist with the development of management reports; both standardized and ad hoc for Insurance Operations team.• Analyze and identify ways to improve upon current reporting, providing specific recommendations based on review and analysis. • Understand existing process related controls, and anticipate how projects and associated project changes may impact them. Work with management to update as needed.

Appleton, Wisconsin, United States

• Supports project initiatives including annuity product launches from gathering user requirements to testing and implementation as well as post-production support across multiple business areas. • Identifies, analyzes, and implements process improvements to reduce inefficiency and mitigate risk.• Develops and maintains documentation supporting processes, procedures, and product information.• Develops and implements training programs at various levels of annuity and life operations. • Supports research and resolution of escalated and complex case situations with the goal of improving customer experience as well as continually improving standard processes.• Leads a quality assurance program that prioritizes customer experience consistency and transaction accuracy through data analysis, training, and mentoring.• Acts as a liaison between the various project teams and organization leadership.• Leads the handling of Regulatory and Compliance requests such as Model Audit Reviews, regulatory exams, compliance reviews, and product prospectus revisions.• Adapt style to successfully deliver challenging messages to groups operating within different levels of the organization.

Appleton, Wi

Responsible for a variety of tasks across Life, Health, Annuity and SO New Business, supporting issue and support representative and case manager needs. These include:• Process Improvements – analyzing and initiating business process improvements• Documentation – developing and maintaining documentation• Training – developing and coordinating training plans and supporting training• Case Consultation Support – supporting resolution of escalated and complex case situations• Quality – leading a quality program and addressing consistency and accuracy through coaching and mentoring• Regulatory and Compliance – handling audit requests such as Model Audit Reviews, regulatory exams, compliance reviews

Appleton, Wi

• Process Annuity money out requests as well as consult on contract change and customer information and values requests• Acted as a facilitator for the New Employee Orientation and also a trainer for new facilitators• Represented the Money Out team as a Subject Matter Expert on a project in the Define, Measure, and Analyze phases• Trained Money Out teammates on a variety of transactions• Mentored teammates and encouraged them to grow their talent• Lead change on my team by influencing the creation of documentation• Challenged processes and lead the implementation of changes• Utilized critical/creative thinking and problem solving skills to resolve member and Financial Representative requests• Participated as a DEV team member on an Agile team

Appleton, Wi

• Process a majority of service requests related to Annuities (money out, contract change, contract information and values, and inforce funding)• Resolve not in good order cases and work with resources to build my product and customer service knowledge• Interact with both internal and external customers throughout a variety of mediums in order to deliver exceptional customer service • Exceed quality expectations in regards to request processing• Documents calls, written communications, case work, etc. in an attempt to gather and keep record of information gained from interactions. • Acted as a facilitator for new project initiative training sessions and acted as a project advocate• Participated in the interviewing of a new workforce group• Learned how to additionally execute Life and Settlement Option Values letters as a part of a Pilot group

Green Bay, Wisconsin Area

• Working both independently and as a team with the HR/Recruiting group to improve the organization by hiring quality applicants• Communicating effectively with organizational managers to understand their hiring desires• Sourcing a high volume of applicants through a variety of mediums• Acting as Green Bay's Corporate Community Recruiter Representative working with colleges, the Mayor of Green Bay, Local Workforce Development Centers, and many more agencies• Coordinate and execute involvement with community contacts and events• Head of Green Bay's Employee Engagement Committee. Guiding a high volume of applicants through every stage in the process

Green Bay, Wisconsin Area

• Working both independently and as a team with the HR/Recruiting group to improve the organization by hiring quality applicants• Assessing the skills and qualifications of applicants to determine fit• Guiding a high volume of applicants through every stage in the process (first call/greeting, application, assessment, interview, offer, new hire orientation and onboarding are processes)• Created a tool to simplify the application process in Taleo for both new and previous applicants

Appleton, Wi

Work closely with my team including both my branch and assistant manager to excel in the areas of customer service, sales, marketing, finance, and business operations. Communicate with and influence all types of customers, vendors and co-workers. Problem solving, leadership, time management, and taking initiative are just a few skills and attributes that are utilized on a daily basis.

Hartford, Wi

Communicate professionally through making calls and answering phones, print off documentation, make copies, contact newspapers and magazines, coordinate and manage the schedules of multiple individuals including the President/ CEO, and acquire necessary office supplies.

Waukesha, Wi

Worked as the lead on a project to develop an interactive policy handbook module for employees to sign off on every year; being involved in the creative process of the module throughout its creation. Coordinated and conducted meetings, responded to questions and inquires appropriately, gave reports to my superior and kept establishing and reevaluating goals throughout the duration of the internship. Assisted in the creation, blending, and overall updating of employee policies. Provided exceptional support to HR Business Partners, as well as the HR Director and HR Operations Manager.

De Pere, Wi

Take clear, detailed, and organized notes for those individuals who necessitated additional class assistance. Must maintain superior attendance in order to retain this position.

Sturgeon Bay, Wi

Created entertaining cheer routines, taught stunting progression both basic and advanced, promoted teamwork and the importance of positive attitudes, highlighted the importance of conditioning, being safe and staying/eating healthy, encouraged attending college by highlighting advantages and cheer opportunities, managed the schedule of the clinic and kept assisting instructors on task.

De Pere, Wi

Ensure customer satisfaction with their experience, recommend products for customers, arrange and maintain the sales floor, offered customer service when products were out of stock, and direct customers to desired products.

Bachelor Of Business Administration, Human Resource Management

High School Diploma

Activities and Societies: DECA, Principal's Advisory Board, Cheerleading (JV 1 yr., Varsity 3 yrs.), Youth Cheerleading CoachMVP Award.