Everlyne Nzioka
Gahanna
Summary
Knowledgeable professional with several years of experience bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Project Program Management Consultant I (BSA)
National General Insurance Company
WHF
02.2025 - Current
- Researching assigned state product rollouts.
- Comparing and identifying information on the new product vs the older product.
- Scheduling meetings with stakeholders to review my research and confirm the business vision for the project.
- Creating state rollout/enhancement projects through Azure Dev Ops.
- Updating the state rollout/enhancement templates to match my assigned project.
- Attaching tags to the projects for easy identification when searched.
- Writing business requirements based on business vision.
- Managing the projects to ensure milestones and meeting project timelines are met.
- Scheduling follow up meetings with stakeholders to ensure business expectations are met.
- Attending Development and Business review meetings to ensure the written requirements are understood and running through the proper channels to ensure a successful release.
- Writing test cases for the project based on my requirements and while awaiting Development to complete their work.
- Uploading test case in to Azure Dev Ops before Development is completed.
- Showcasing the finished product after Development is completed.
Quality Assurance Test Case Writer & Tester
National General Insurance Company
WFH
06.2024 - 02.2025
- Writing test cases for State Rollouts.
- Included research of the assigned state to identify any differences that needed to be retested to ensure compliance.
- Creating queries in Azure Dev Ops to find the assigned project.
- Creating test case templates for each assigned state.
- Used for progress tracking to ensure the test cases are completed before the development work is completed on a project.
- Uploading test cases into Azure Dev Ops.
- Creating different suites for different environments that will be tested.
- Updating any test cases during the testing phase when there is a mistake or misalignment with the requirements.
- Assisting in testing projects when there is capacity or a higher priority project.
- Scheduled for monthly maintenance testing.
ATSV-Quality Control NG-Analyst I-Production Support
National General Insurance Company
WHF
01.2022 - 06.2024
- Reviewing and prioritizing the reported requests.
- Splitting the requests with fellow teammates to ensure there is an even distribution of work per person.
- Assigning issues in Wrike to myself and updating the status of the item until it is in Production.
- Doing follow ups with prior reported issues to identify if the issue has returned.
Product IT Support
SafeAuto Insurance Company
Columbus
04.2019 - 01.2022
- Creating test plans for the different upcoming projects.
- This included tracking the testing process to ensure the expected changes were properly implemented.
- Communicating project statuses to management via email.
- Providing the current progress of the project and any testing blockers.
- Assisted in User Acceptance Testing.
- Creating bugs/defects found while testing.
- Follow up informs to management on any outstanding issues.
- Assisting UX Team in improving campaign emails and website flows for a better customer experience.
- Writing basic business requirements research items.
- Reviewing DOI (Department of Insurance) complaints and identifying areas of opportunity.
- Setting up meetings to review written requirements and creating an agenda for the meeting.
Quality Assurance Specialist
SafeAuto Insurance Company
Columbus
10.2017 - 04.2019
- Listening to phone calls to ensure agents are following the company policies and procedures.
- Scoring interactions and providing feedback for the agent in areas of opportunity.
- Virtual screen to screen monitoring.
- Finding ways to improve the customer experience through customer to agents interactions.
- Data Analyzing through CTA (Call Type Analysis).
- Partnered with management to help reduce call volume to the general help line and escalation queues.
- Partnered with management to increase retention through coaching/training.
- Trained new QA specialists.
- Power Reviews.
- Reviewing comments left on the SafeAuto Insurance Company website.
- Organizing the comment ratings and creating a report that tracked the customers rating month to month.
Claims & Sales Representative
SafeAuto Insurance Company
Columbus
04.2016 - 10.2017
- Sales: Quoting and binding policies for new and existing customers.
- Explaining and aligning coverages to the customers need.
- Explaining company procedures and policies to the customer (Due dates and Policy cancellation).
- Emailing customers after-bind informing them of required documentation to keep policies in good standing.
- Customer follow ups after binding (Updating policies with any MVR and CLUE changes).
- Claims: Assisting customers, third parties and claimant carriers with filling FNOL (First Notice of Loss) or Filing incident reports.
- Explaining coverages to customers after an accident.
- Connecting customers with adjusters.
- Reviewing claims details left by the adjuster.
- Relaying adjuster details to the customer.
- Verifying claim payments.
Customer Service Representative
SafeAuto Insurance Company
Columbus
04.2015 - 04.2016
- Assisting customers with policy questions, concerns and endorsements.
- Explaining coverages, premium adjustments and billing in detail to customers.
- Assisting with online set up after customers have purchased policies.
- Processing policy payments.
- Submitting email requests for SR22, GEICS, SC ALIAR, FR10, F44 IN Affidavit etc.
Education
Financial Services Certificate - Groveport, OH
Eastland Career Center
Groveport, OH06.2013
High School Diploma - Pickerington, OH
Pickerington North High School
Pickerington, OH06.2013
Skills
- Understanding UW guidelines
- Process improvement
- Time management
- Critical thinking
- Prioritization
- Adaptability
- Insurance compliance
- Verbal and written communication
- Research
- Attention to detail
- Positive mindset
- Active listening
- Team collaboration
- Organizational skills
- Problem-solving expertise
Systems Digital Literacy
- Microsoft Office Apps
- Azure-DevOps
- Wrike
- Snapshot (Kibana)
- Saucelabs
- Lamdatest
Certification
Property & Casualty License, 05/01/16, Active
References
Available upon request.
Timeline
Project Program Management Consultant I (BSA)
National General Insurance Company
02.2025 - Current
Quality Assurance Test Case Writer & Tester
National General Insurance Company
06.2024 - 02.2025
ATSV-Quality Control NG-Analyst I-Production Support
National General Insurance Company
01.2022 - 06.2024
Product IT Support
SafeAuto Insurance Company
04.2019 - 01.2022
Quality Assurance Specialist
SafeAuto Insurance Company
10.2017 - 04.2019
Claims & Sales Representative
SafeAuto Insurance Company
04.2016 - 10.2017
Customer Service Representative
SafeAuto Insurance Company
04.2015 - 04.2016
Financial Services Certificate - Groveport, OH
Eastland Career Center
High School Diploma - Pickerington, OH
Pickerington North High School