Summary
Overview
Work History
Education
Skills
Timeline
Generic

Derrick Ayers

Columbus,Ohio

Summary

Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions. Proven champion for process improvement.

Overview

20
20
years of professional experience

Work History

Business Consulting Specialist

Nationwide Insurance Company
04.2021 - Current
  • Developed strong client relationships through consistent communication and attentive service.
  • Partners with management and peers to transform their businesses through the strategic application of people, processes, and technology.
  • Participates in business process analysis/design, stakeholder needs assessments, and cost/benefit analysis in an effort to align information technology solutions with business strategies and directions. Under moderate guidance, participates in the planning of business-specific technology plans.
  • Assists in the implementation of new business processes or modifications to existing processes and procedures.
  • Assists in identification of the critical elements of a business process that need to be monitored and managed. Under moderate guidance, reports performance in a way that generates a balanced and rational response from senior and junior management.
  • Participates in department level change such as change in business model, restructuring operations, new technologies, re-engineering, etc.
  • Assists in training of customers on business, technological, societal, and environmental trends to support strategies for improving business performance with particular emphasis on emerging business practices, technologies, and methodologies that are applicable to the insurance and financial services industry. Provides demos and walk-through.
  • Assists with evaluating and researching new and existing products, procedures and/or workflow needs associated with business systems for the company.

Life Quality Assurance Analyst

Nationwide Insurance
02.2019 - 04.2021
  • Performed visual assessment of production to evaluate conformance with quality standards
  • Liaised between quality control and other departments and contractors, providing consultation to improve quality scores
  • Performed quality reviews by using several NW systems including, Vision, ALS, Vantage, Cyber, NFCD, Prefix, PMTS, ProvNet, and Outlook
  • Support teams and their following functions, NF/NFN Life Claims, Variable/Traditional policy Policy Admin functions, Duplicate check reports, Collateral Assignments, and Variable/Traditional Fund Exchanges

Life Claims Specialist

Nationwide Financial
06.2015 - 02.2019
  • Receive and respond to customer/broker/agent inquiries
  • Process claim payments out of NFCD and PMTS
  • Worked with beneficiaries to claim their proceeds and proficiently explain available options
  • Maintain appropriate records in compliance with Regulatory Service Agreement and internal requirements
  • Clear suspense items including 1099 information reporting, 712 reporting and other various manual steps for proper tax, legal and reserve reporting
  • Serve on special projects including ALS testing, Premium Deposit Funding (PDF) and Deemed Abandoned projects
  • Trained/ on-board new associates
  • Served as team Subject Matter Expert for NFCD functions
  • Build/maintain relationships with internal/external partners including legal, sales, call center, etc

Life Response Center Rep

State Farm
04.2005 - 07.2015
  • Increased customer satisfaction by addressing and resolving complaints in a timely manner.
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Policy originations, provide all state required documents and necessary company requirements to begin and issue policies.
  • Reduced inefficiencies by developing and spearheading employee recommendations and reward programs for process improvements which led to staggering the hiring of over 260 new employees during the recession.
  • Process loan, dividend, and refund checks.
  • Applied payments submitted for premiums.
  • Meet and Monitor file integrity standards.
  • Researched and acquired specific underwriting information.
  • Retain and update new business logs to reflect account status.
  • Managed escalated inquires and problems from peers.
  • Liaison with LEAN/Kaisen (Process improvement) events.

Education

High School Diploma -

Mifflin HS
Columbus, OH
2002

Skills

  • Training development
  • Employee coaching
  • Attention to detail
  • Teamwork/ Collaboration
  • Data management
  • Team leadership
  • Problem solving
  • Process improvement
  • Verbal communication
  • Quality assurance reviews
  • Web-based reporting tools
  • Needs assessments
  • Organized

Timeline

Business Consulting Specialist

Nationwide Insurance Company
04.2021 - Current

Life Quality Assurance Analyst

Nationwide Insurance
02.2019 - 04.2021

Life Claims Specialist

Nationwide Financial
06.2015 - 02.2019

Life Response Center Rep

State Farm
04.2005 - 07.2015

High School Diploma -

Mifflin HS

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