Cassandra Nunz
Oak Ridge,Tennessee
Summary
Forward-thinking Operations Specialist bringing [Number] years of expertise in [Area of expertise] for [Industry] sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Proficient in [Software] and [Software].
Overview
15
15
years of professional experience
Work History
Business Process Owner
USAA
03.2021 - Current
- Monitored two processes through data analysis, VOM, IP/Stakeholder feedback, and technical/quality standards
- Built control charts utilizing KPIs and control limits which provided limit breaches to trigger action needed
- Mitigated risk with the implementation of 5 controls across both processes
- Created/enhanced member communication to drive channel shift to digital and reduce inbound calls
- Implemented Enterprise Voice Assistant dialogs to provide members answers to FAQs on digital channel
- Enhanced processes to reduce Average Handle Time by streamlining IP resources and developing annual training
- Collaborated and influenced POCs within dependent systems to enhance systems and procedures which reduced errors
- Continuously communicated with operations which enabled Insurance Professionals to efficiently satisfy member requests
- Experience working with Executive Leadership, Legal, Compliance, and Risk partners to drive solutions implementation.
- Aligned internal stakeholders and customers on assigned business process projects and services using proactive communication and engagement strategies.
- Utilized reporting, data and analytics to measure process and project performance, adjust services and operational activities and inform key stakeholders of relevant details.
- Supported business process risk management using established methodologies and exercising control plans to verify alignment with business unit-specific requirements.
- Planned and coordinated production process health, developing control limits, monitoring key performance indicators and making adjustments where necessary.
- Implemented principles of enterprise risk management to measure, monitor and control operational deficiencies and roadblocks to success.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Devised and implemented processes and procedures to streamline operations.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Created and managed project plans, timelines and budgets.
- Initiated timely response to emails, voicemails, and written correspondence.
- Developed effective improvement plans in alignment with goals and specifications.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Business Advisor – Rotation
USAA
11.2020 - 03.2021
- Collaborated with BPO’s & EO’s to draft written communication including: FLD/MTP, KD Mock, and Epic Proposal
- Managed Subscriber’s Account Management Inbox to provide guidance based on applicable regulations and risk management
- Developed communication plans to create clear process guidelines
- Collaborated with various business partners and various teams in alignment with project acceptance criteria.
ISS Insurance Professional I, II, & II Senior
USAA
06.2018 - 11.2020
- Effective multi-channel communication (Skype, In-Person, E-Mail, IM, etc.)
- Proficient knowledge of Microsoft Office Tools
- Lead process improvement projects in order to save time and align with business deliverables
- Gathered VOE to improve effectiveness of training for newest MSRs by initiating/directing group projects
- Analyze data to create new strategies and processes to improve efficiency of development support provided by the RS community
- Effective risk mitigation through critical thinking of complex exposures when issuing Auto and Property policies.
Supervisor
Starbucks
09.2009 - 11.2014
- Took ownership of customer concerns to solve problems, meet store goals, and increase store efficiencies
- Created development process for Supervisors that align with Assistant Store Manager requirements.
Education
MBA-Project Management -
Grand Canyon University
Phoenix, AZ01.2020
Manager Candidate School - undefined
USAA
01.2018
Bachelor of Science in Business - undefined
University of Phoenix
Phoenix, AZ01.2017
Associates in Accounting - undefined
University of Phoenix
Phoenix, AZ01.2017
Financial Planning Certificate - undefined
Phoenix, Arizona
Phoenix, AZ01.2016
Skills
- Networking
- Compliance regulations
- Data-driven decision-making
- Excel spreadsheets
- Process improvement expertise
- Conflict resolution expertise
- Cross-functional team leadership
- Problem-solving abilities
- Problem-solving aptitude
- Performance Metrics
- Cost-reduction strategies
- Project Management
- Quantitative skills
- Project restructuring
- Business Strategy Development
- Time management abilities
- Business Analysis
- Key Performance Indicators
- Risk Management
- Conflict Resolution
- Professionalism
- Change Management
- Operational Efficiency
- Strategic Planning
- Troubleshoot service issues
- Stakeholder Management
- Multitasking
- Regulatory Compliance
Projects
Billing and Payments Real Time Notification Strategy, USAA Subscriber’s Account & Auto Dividend Annual Cycle 2021 - 2024, USAA Dividend Information System (DIS) Off Cycle Tool Limit of Authority, USAA
Timeline
Business Process Owner
USAA
03.2021 - Current
Business Advisor – Rotation
USAA
11.2020 - 03.2021
ISS Insurance Professional I, II, & II Senior
USAA
06.2018 - 11.2020
Supervisor
Starbucks
09.2009 - 11.2014
Manager Candidate School - undefined
USAA
Bachelor of Science in Business - undefined
University of Phoenix
Associates in Accounting - undefined
University of Phoenix
Financial Planning Certificate - undefined
Phoenix, Arizona
MBA-Project Management -
Grand Canyon University
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