Jason Lann
Gahanna,OH
Summary
Dedicated and hardworking professional successful at managing multiple priorities. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
14
14
years of professional experience
Work History
Product Owner - Triage
Liberty Mutual/State Auto Insurance
03.2021 - Current
- Responsible for overseeing issues/problems of State Auto Personal Lines admin and agent facing systems
- Collaborate with other State Auto Product Owners and product teams to help implement necessary fixes
- Manage customer and employee tickets submitted through the incident management system ServiceNow
- Provide excellent customer service by addressing user inquiries promptly and professionally, resolving issues efficiently wherever possible.
- Collaborate with triage IT developers to help identify workarounds and solutions for agents and internal users on State Auto Personal Lines systems
- Help coordinate critical issues within existing systems in order to seek resolution and prevention of future problems.
- Analyze data to identify root causes of problems and recommend corrective actions.
Business Analyst
State Auto Insurance
04.2011 - 03.2021
- Interacted with stakeholders and internal customers to understand business needs and translate into requirements and project scope.
- Collected, defined and analyzed business requirements.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Enhanced user experience with thorough testing and troubleshooting of software applications.
- Implemented process improvements that resulted in cost savings and increased productivity.
- Facilitated communication between technical and non-technical team members, ensuring project alignment across all parties involved.
Underwriter/Sales - State Auto National
State Auto Insurance
12.2009 - 04.2011
- Underwriter/Sales Rep for non-standard personal insurance
- Determined the acceptability of insurance risks and serviced policies in accordance with the company's established guidelines
- Maintained and supported territories in order to hit profitability and growth objectives
- Participated in the acquisition and transfer of the State Auto National product
Education
Bachelor of Science - Political Science/Criminal Justice
University of Akron
Akron, OHSkills
- Production Support
- Risk Assessments
- Root Cause Analysis
- Problem Identification
- Problem-solving abilities
- Multitasking Abilities
- Customer and User Empathy
- Data-driven decision-making
Timeline
Product Owner - Triage
Liberty Mutual/State Auto Insurance
03.2021 - Current
Business Analyst
State Auto Insurance
04.2011 - 03.2021
Underwriter/Sales - State Auto National
State Auto Insurance
12.2009 - 04.2011
Bachelor of Science - Political Science/Criminal Justice
University of Akron
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