Candace Morrow
Springfield,Illinois
Overview
8
8
years of professional experience
Work History
Product Owner Specialist II
Horace Mann Insurance for Educators
Springfield, Illinois
03.2022 - Current
- User Acceptance testing, approval of Quality test plans and test evidence, defect triage, analysis and work around training facilitation
- Most notably, I led our QA team of seven testers during a three-month testing period to deploy fixes for twenty-eight separate production issues
- During this timeframe, our group met each deadline as required and maintained constant communication with leadership regarding resolutions and any new issues found
- Daily monitoring and resolution for production billing and payment transactions exception reports
- Collaborated with development team on deployment schedule for enhancement and system defect services and tasks
Mail Clerk
USPS
Springfield, Illinois
08.2021 - 03.2022
- Manually distributed mail to mail carrier route boxes as required during heavy mail periods
- Processed and organized incoming mail for distribution to appropriate departments
- Operated postal machines, including postage meters and mail-processing machines
- Worked as Shipping Expeditor to ensure timely delivery of outgoing mail for other USPS hubs
911 Telecommunicator trainee
Sangamon County Central Dispatch
Springfield, IL
02.2021 - 08.2021
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations
- Assisted callers in emergency situations with appropriate information and support
Sr Assoc Customer Service Support/Transition Team Lead
DXC Technologies Inc
11.2016 - 05.2021
- Support transition of migrating systems to include but not limited to AWD, a correspondence system, check writing system, and accounting system
- Participate in design/build discussions to ensure proper implementation of migrated business
- Identify system billing issues, document and analyze findings, identify trends and recommend process improvements
- Process production requests for service, billing and/or payment support
- Trained and supported new team members, maintaining culture of collaboration
- Maintained database systems to track and analyze operational data
- Devised and implemented processes and procedures to streamline operations
- Analyzed customer data to identify trends and anticipate customer needs
- Developed and implemented strategies to increase customer satisfaction and engagement
- Increased profitability and productivity by minimizing downtime and streamlining quality control procedures
- Proofread and edited documents for accuracy and grammar
- Lead Tester for over 900 system generated reports, providing support to our IT group during development of the reports
- Data mining, analyzing and trend reporting for two policy admin systems and any processing errors/issues that negatively impact policy billing functionality
- Formalize documentation and facilitate training as needed with both onshore and offshore resources
- Function as Overloan processing team lead ensuring SLAs are met for handling policies that have taken more value from their policy than they have earned
- Support our Offshore staff with processing questions or system processing error resolution to ensure quality and timeliness standards for Overloan evaluation and termination work types are met
- Recommend, document and facilitate training for any approved procedure changes based on research completed when processing questions or errors are referred to me for review
- Maintain acceptable backlog of four AWD work queues relating to payment and/or billing team function
- Provide support to Employee Benefit Solutions as needed to assist in decreasing the population of past due and/or suspended policies on payroll deduction billing method
- Provide guidance and information as needed in gap analysis meetings to support project One Life initiative for consolidation of several admin systems with transition to our Nashville location
- Previous positions held with AIG -Billing Research Analyst, Direct Bill Team Coordinator, List Bill Analyst and Individual Payment Processor
Business Analyst
AIG Life Insurance Company
11.2016
Timeline
Product Owner Specialist II
Horace Mann Insurance for Educators
03.2022 - Current
Mail Clerk
USPS
08.2021 - 03.2022
911 Telecommunicator trainee
Sangamon County Central Dispatch
02.2021 - 08.2021
Sr Assoc Customer Service Support/Transition Team Lead
DXC Technologies Inc
11.2016 - 05.2021
Business Analyst
AIG Life Insurance Company
11.2016
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