Vanessa Sousa Email & Phone Number

Richardson, Texas

• Select profitable businesses that will positively impact State Farm business lines policygrowth. Serve as a resource for agents, peers, and leaders to determine eligibility forbusinesses.• Servant Leader to agents, agent staff members, and peers on adaption to Policy Center.Assisted colleagues by influencing, empowering, and motivating them in becomingproficient in writing new business in Policy Center.• Work closely with teams, agents, and upper management to maintain the trust of ourcustomers by providing detailed explanations of eligible policies.• Reviewed aged service records and communicated my recommendations tomanagement on ways to reduce the number of open service records when all work had been completed.

Richardson, Texas, United States

• Assisted teams in expediting decision making by adhering to timeboxes and sprints.• Facilitated and coordinated Agile ceremonies• Found ways to increase quality and effectiveness during retrospect event.• Assisted the Product Owner with understanding the need to keep the backlogtransparent for the stakeholders and scrum team• Identified and removed barriers/ impediments that were preventing scrum teams fromcompleting work. Also reached out to dependencies in a timely manner to avoid delays.

Irving, Texas

• Investigated complex losses by analyzing the facts of the loss and interviewing all parties involved to obtain a clear understanding of how the loss occurred.• Mapped out the claims process and made critical decisions in how the policy & endorsements apply. While conducting claim investigations I understood the need to apply discretion while handling customer sensitive information.• While in this role I was selected to train & coach new hires on the claims handling process in BCFR. I was able to lead teams in removing barriers to allow them to reach service level goals.