Carolyn M. Crisp
Peoria,AZ
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
27
27
years of professional experience
Work History
Senior Document Analyst (Senior DAP Analyst)
California Casualty
09.2013 - Current
- Produce complex and detailed documents through expertise in Oracle Documaker Studio focusing on forms design, editing, DAL scripting and implementation of documents based on regulatory requirements and implementation and effective dates
- Guidewire Policy Center and Claims Center documents forms support and testing
- Configure, implement, test and support customer policy and billing e-documents utilizing a third-party e-document publishing tool
- Collaborate with business units to plan and schedule projects.
Workforce Planning Specialist
California Casualty
05.1999 - 09.2013
- Designed training documents and conducted systems training for new employees
- Designed and maintained reports using Microsoft Access and Excel
- Analyzed historical data trends to develop accurate weekly and long-term forecasts and schedules
- Troubleshoot workforce management software, call routing/reporting systems and implement solutions and workarounds
- Effectively communicated staffing recommendations to management based on historical data and trends with Verint Workforce Management
- Create schedules and manage schedule exceptions in a timely manner
- Process same-day time off requests and vacation and shift bids in a timely fashion.
Senior Customer Service Representative/Quality Assurance Specialist
California Casualty
05.1996 - 05.1999
- Designed Quality Guidelines for the Customer Service Department
- Conducted daily quality assurance analysis of incoming customer phone calls and provided feedback to employees and managers
- Created schedules for over 200 agents in Claims, Sales and Customer Service
- Utilized Excel to define quality trends and conducted training classes as needed based on results
- Resolved elevated, complex customer situations resulting in increased customer satisfaction
- Resolved complex customer issues.
Education
Some College (No Degree) - Web Design
Maricopa Community Colleges - Glendale Community College
Glendale, AZSkills
- SKILLS SUMMARY:
- Experience in document analysis and creation, workforce management, customer service and customer service quality assurance Proven ability to organize and execute plans to facilitate achievement of goals
- SOFTWARE SKILLS:
- Oracle Documaker
- HTML (for e-docs)
- SQL Server
- Microsoft Office: Access, Excel, Word, Outlook
- Verint Workforce Management 100
- Cisco Network Systems
- Avaya Technologies
Timeline
Senior Document Analyst (Senior DAP Analyst)
California Casualty
09.2013 - Current
Workforce Planning Specialist
California Casualty
05.1999 - 09.2013
Senior Customer Service Representative/Quality Assurance Specialist
California Casualty
05.1996 - 05.1999
Some College (No Degree) - Web Design
Maricopa Community Colleges - Glendale Community College
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