Jaime Canarelli
Burnt Hills,NY
Summary
Seasoned Business Analyst offering 6+ years of Insurance industry success. Expert on business and systems requirements, user acceptance testing and end-user training. Accomplished at leveraging past lessons to inform future decision-making.
Overview
14
14
years of professional experience
Work History
Jr Business Analyst
Risk Strategies Company
Albany, New York
11.2015 - Current
- Survey end-users to ascertain requirements and expectations for life and health system processing.
- Create and maintain detailed business requirements for review by development team.
- Serve as liaison between end-users and software developers during development process.
- Conduct user acceptance testing of developed functionality to ensure defined requirements are met.
- Create and maintain user guides and training material.
- Train and support 10 end-users in new processes and system functionality.
- Review and troubleshoot system inconsistencies daily.
- Develop and maintain accurate and timely monthly reporting for executive management.
Customer Care Specialist
Pearl Insurance
Albany, New York
04.2014 - 11.2015
- Helped customers every day with positive attitude and focus on customer satisfaction.
- Defused customer concerns with exceptional conflict and problem resolution skills.
- Used excellent communication skills to connect with customers, assess needs and present solutions.
- Achieved 95% satisfaction rating through proactive one-call resolutions of customer issues.
- Verified accuracy of customer account information and updated when necessary.
- Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions.
- Directed customers to appropriate departments for additional support.
Retention Specialist
Pearl Insurance
Albany, New York
10.2008 - 04.2014
- Developed and implemented new strategies for customer retention activities for CSEA members.
- Collected and analyzed information to identify and address cancellation trends.
- Assisted with marketing activities such as rate verification and distribution of promotional information.
- Created and maintained cancellation reports on weekly basis.
- Acted as staff member advocate, encouraging and supporting 5 Customer Service Representatives to identify and resolve conflicts.
Education
Associate of Applied Science - Hotel, Motel, And Restaurant Management
SCCC
Schenectady, NY06.1998
Skills
- Business Requirements & Analysis
- User Acceptance Testing (UAT)
- Business Processes and Procedures
- Customer Communication
Timeline
Jr Business Analyst
Risk Strategies Company
11.2015 - Current
Customer Care Specialist
Pearl Insurance
04.2014 - 11.2015
Retention Specialist
Pearl Insurance
10.2008 - 04.2014
Associate of Applied Science - Hotel, Motel, And Restaurant Management
SCCC