Amy Lavine

Collaborate with business subject matter experts and process owners to comprehend business challenges and gather, analyze, and validate business requirements for automation projects of medium size and moderate complexity, specifically for Personal Lines Auto and Home insurance products.

• Work with Product Managers on gathering DOI approvals for rate change APRs
• Update master business requirements
• Create and update functional design documents
• Enter base rate and state mandate changes into both the Dragon development database and Ratabase
• Conduct testing of base rate and/or state mandate changes in a development environment
• Analyze and troubleshoot system defects
• Collaborate with the Developer team on system defects and enhancements
• Review test plans from the QA team to ensure all relevant scenarios are thoroughly covered

Provided coordination and support for the development and training for Personal Lines Processing, Manual Processing, Indexing & Support, and Customer Care departments.

• Daily troubleshooting and problem solving with creating and escalating issue log tickets to IT
• Managed weekly meetings with department managers, underwriting and team members for IT ticket management prioritization
• Participated in weekly IT ticket management meetings as a subject matter expert for Personal Lines Processing system issues
• Participated in bi-weekly meetings with IT pertaining to system issue recoveries as well as provided training to staff for recovery projects
• Assisted other departments in problem resolution
• Supported new Product testing and launching as well as handling the processing in the new Product
• Performed weekly imports into Access Databases and Microsoft SharePoint
• Provided support to the leadership team for the departments’ quality program
• Daily resolution of error reports
• Provided training to team members on various tasks
• Developed, edited, and maintained procedural documentation
• Led and participated in projects as required

Provided support for the Personal Lines Underwriting and Processing teams.

• Reviewed and worked Mueller Home Inspections
• Daily processing of Trailing Documents for specific discount and coverage options
• Supported the Personal Lines processing teams by providing training and assisting with the daily processing of policy changes and the entry of new business policies

Reviewed, entered and amended property and casualty insurance policy information for specific lines of business within a product received by agents, policy holders, and other clients using established procedures.

• Entered new business policies
• Processed changes to policies including endorsements, cancellations, reinstatements and additional requests for information
• Identified discrepancies and corrected policy information
• Developed and updated training documentation, and provided training to team members

Distributed daily and weekly reports for Quality Assurance warehouse auditing at a large wholesale grocery company. Promoted from processing clerical duties to a Jr Analyst position.

Entered complex data pertaining to customer accounts at a large banking operation for both Customer Information File (CIF) and File Maintenance departments. Promoted through the Data Entry career ladder to a senior position.