Open To Work
Kelly Baker
Canton,OH
Work Preference
Summary
Analyst with experience in personal lines property & casualty insurance and customer experience. Skilled in policy and billing analysis, documentation workflows, process improvement, and peer mentoring. Strong communicator with expertise across modern and legacy insurance systems.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Analyst – Personal Lines Insurance
Nationwide Insurance Company
Columbus, Ohio
10.2005 - 02.2026
- Provided multi-state customer support via email, chat, and outbound calls
- Analyzed policy and billing details to resolve service issues accurately
- Served as subject matter expert and trained new hires
- Contributed to new products, systems, and workflow improvements
Customer Support / Community Experience
Nationwide Insurance Company
Columbus, OH
10.2005 - 02.2026
- Delivered multi-channel customer support with a focus on clarity and efficiency
- Supported AI education initiatives and user onboarding
- Moderated online communities to maintain safety and engagement
Education
High School Diploma -
Manchester High School
Manchester, OhioHigh School Diploma -
Stark State College
Canton, OHSkills
- Customer Experience (Email, Chat, CSAT/NPS)
- Personal Lines P&C
- Coverage & Billing Analysis
- Documentation Management
- State Regulations
- Process Improvement
- Training & Coaching
- Cross-Team Communication
- Salesforce
- Guidewire PolicyCenter
- Genesys WDE
- Confluence
- Splunk
- DocuSign
- Microsoft Teams
- Google Workspace
- PCIO (Auto/Property)
- NAPS/FPS
- GIS Risk Tool
- AWD 10
- Mobius Workbench
- SmartRide
- Inquira
- Service Advantage
- Analytical thinking
- Time management
- Attention to detail
- Documentation and reporting
- Process improvements
- Decision-making
- Root-cause analysis
- Issue identification
- Regulatory compliance
- System analysis
- Evidence-based decision making
- Deadline adherence
- Tableau software
- Account reconciliation
- Process enhancement
- Corrective action planning
- Analytical problem solving
- Complex Problem-solving
- Teamwork and collaboration
Accomplishments
Licensed in the state of Ohio, Property and Casualty Insurance
Certification
Property & Casualty Insurance License — State Licensing Board (2008-08) current
Timeline
Analyst – Personal Lines Insurance
Nationwide Insurance Company
10.2005 - 02.2026
Customer Support / Community Experience
Nationwide Insurance Company
10.2005 - 02.2026
High School Diploma -
Manchester High School
High School Diploma -
Stark State College