Joann Miller
Cold Brook,NY
Summary
Hardworking Business Process Analyst proudly offering over [Number] years' experience working closely with others and suggesting project team requirements. Valuable employee known for facilitating the definition and implementation of strategic initiatives for business transformation. Skilled in data monitoring and project objective oversight.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Director Business Process
Travelers
Hartford, CT
04.2022 - Current
- Developed detailed business process models to document current state processes and identify opportunities for improvement.
- Tracked project milestones using appropriate tools such as Gantt charts or Kanban boards.
- Documented best practices related to business processes and shared them throughout the organization.
- Led workshops with key team members to develop future state process designs that improved customer satisfaction and reduced costs.
- Maintained an up-to-date inventory of all current business processes across the organization.
- Collaborated with IT teams to design system solutions that supported new or revised processes.
- Conducted stakeholder interviews to understand the impact of proposed changes on customers, employees, and other stakeholders.
- Resolved issues arising during implementation of process improvements in a timely manner.
- Performed root cause analysis on identified problems in order to recommend long-term solutions.
- Facilitated cross-functional collaboration among departments to ensure successful implementation of new processes.
- Created and implemented process improvement initiatives to increase efficiency, reduce costs, and improve customer service.
- Used process mapping to holistically assess business processes and determine opportunities for improvement.
Agile Product Owner
The Hartford
Hartford , CT
10.2021 - 04.2022
- Prioritized backlog items according to market needs and customer value.
- Supported developers through sprint planning sessions, daily stand-ups, retrospectives, demos.
- Participated in design reviews to ensure that proposed solutions meet both functional and non-functional requirements.
- Actively participated in agile ceremonies such as sprint planning, grooming sessions, retrospectives.
- Developed product roadmap and managed the lifecycle of products from conception to launch.
- Worked closely with UX and UI designers to create intuitive user experiences for web and mobile applications.
- Maintained customer expectations with open consultations and frequent communication.
- Gathered feedback from stakeholders, customers, and other teams in order to refine product design.
- Analyzed user data to inform decisions about product enhancements or changes in direction.
- Collaborated with stakeholders, development teams, and business users to define product features.
- Created user stories for each feature based on customer feedback and requirements.
- Identified gaps in process or workflow which could be addressed with additional automation or tools.
- Performed usability testing prior to releasing a new version of the application or feature set.
- Managed pre-production and production product deployments.
- Identified, addressed and either resolved or escalated project issues.
- Completed thorough risk assessments and deployed management and response strategies to prevent roadblocks.
Business Process Owner
The Hartford
Hartford, CT
03.2019 - 10.2021
- Developed and implemented process improvement initiatives to optimize business operations.
- Developed standardized tools for measuring the effectiveness of business processes.
- Implemented best practices in process design and management strategies into existing operations.
- Collaborated with stakeholders to ensure process improvements are aligned with organizational goals.
- Provided training on new or updated processes to ensure understanding across all departments.
- Identified opportunities for automation of manual tasks within the processes to improve efficiency.
- Established and restructured new and existing policies, processes, and procedures.
- Used process mapping to holistically assess business processes and determine opportunities for improvement.
- Analyzed business processes and workflows and developed automated approaches to boost productivity.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Set specific goals for projects to measure progress and evaluate end results.
- Analyzed key performance indicators to identify effective strategies.
- Monitored operations and reviewed records and metrics to understand company performance.
Manager- Claims
The Hartford
Hartford, CT
12.2015 - 03.2019
- Resolved escalated customer issues by providing effective solutions in a timely manner.
- Developed procedures to streamline the claims process, improving overall efficiency.
- Created processes for tracking open cases, monitoring progress towards resolution goals.
- Monitored the performance of adjusters to ensure accuracy, timeliness and compliance with departmental standards.
- Collaborated with other departments to investigate potential coverage disputes or discrepancies.
- Managed team members effectively to meet high production standards with accurate results.
- Provided technical support to staff members regarding system upgrades or changes in procedure.
- Monitored objectives to determine effectiveness of workflows, facilitating training, and mentoring for improvement.
- Developed consistent procedures and process improvement initiatives company-wide, resulting in [Result].
- Gathered and documented evidence to support court proceedings.
Workload Analyst
The Hartford
Hartford , CT
09.2014 - 12.2015
- Managed heavy workload of [Number]+ ongoing cases thanks to strong organizational, time management and collaboration skills.
Account Manager (UW Assistant)
The Hartford
Hartford, CT
08.2007 - 09.2014
- Provided technical support to Underwriters regarding policy issuance or endorsement requests.
- Developed strong relationships with brokers and agents to facilitate efficient transaction processing.
- Maintained accurate records of all transactions including policy documents, endorsements, cancellations.
- Assisted in the training of new employees on underwriting processes and procedures.
- Handled escalated customer inquiries quickly and efficiently while maintaining excellent customer relations.
- Generated quotes based on customer profiles utilizing rating software programs.
Customer Service Representative
The Hartford
Hartford, CT
01.2003 - 08.2007
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Developed strong relationships with customers by providing personalized assistance and support.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Education
Bachelor of Arts - Business Management
Suny Empire State
Saratoga Springs, NY08-2012
Bachelor of Arts - Business Adminstration
Herkimer County Community College
Herkimer, NY05-2008
Skills
- Operations Management
- Business Planning
- Project Coordination
- Project Management
- Business Development
- Verbal and Written Communication
- Cross-Functional Team Leadership
- Strategic Planning
Accomplishments
- 2019 Execution Award- The Hartford
- 2012, 2010, and 2008 Service Excellence Awards- The Hartford
Certification
- Green Belt Certification - 2021
- Yellow Belt Certification- 2017
Timeline
Director Business Process
Travelers
04.2022 - Current
Agile Product Owner
The Hartford
10.2021 - 04.2022
Business Process Owner
The Hartford
03.2019 - 10.2021
Manager- Claims
The Hartford
12.2015 - 03.2019
Workload Analyst
The Hartford
09.2014 - 12.2015
Account Manager (UW Assistant)
The Hartford
08.2007 - 09.2014
Customer Service Representative
The Hartford
01.2003 - 08.2007
Bachelor of Arts - Business Management
Suny Empire State
Bachelor of Arts - Business Adminstration
Herkimer County Community College