Kelsey Donohue
Westerville,OH
Summary
As a dedicated professional, my focus remains on delivering exceptional products across the company and its customers. My adaptability, open-mindedness, and strategic thinking drives excellence. I am passionate about delivering outstanding solutions and results, leveraging strong communication and interpersonal skills. The drive to manage competing priorities and meeting deadlines, along with creative problem-solving and analytical thinking, positions me as an asset for any team.
Overview
19
19
years of professional experience
Work History
Sr Coordinator - Web Content
Nationwide Insurance Company
03.2020 - Current
- Works collaboratively with over 80+ business leaders to create clarity and understanding of complex, interrelated processes, and practices
- Writes and updates content within project timelines and schedules
- Translates business initiatives and requirements into functional/digestible content, enabling development of web solutions
- Codes and scripts content throughout Oracle Knowledge base systems
- Strengthens and supports additions, changes, and revisions to standards of work companywide
- Partners with various departments to improve comprehension and design of content
- Champions compliance leveraging brand guidelines, resulting in deployment and upkeep of content
- Maintains creative standards through efficient and effective work and careful quality control
- Collaborates on cross-functional initiatives, coordinating integration of creative and technical elements into final content presentations
- Contributes to quality assurance testing prior to submission
- Active participation in: User Experience, Quality Programs, reporting, and monthly cadence project work
Trainer
Nationwide Insurance Company
08.2017 - 03.2020
- Championed 80% of training supporting 4 areas of business
- Contributed to special projects benefiting multiple areas of business and levels of management
- Collaborates with Design and Content Management to bring new ideas and updates to current curriculums and standards of work
Sr Processor
Nationwide Insurance Company
06.2015 - 08.2017
- Proficient in Bulk Bill Processing, Tax team processing, CSU Support, and other projects directed to manager
- Vendor Collaboration: Partner with third-party vendors daily to address billing inquiries, refunds to Nationwide, and other billing or claims-related questions
- Quality and Efficiency: Maintained consistent high-quality work and efficiency trends within Claims Services, consistently achieving a production score of 4.3 or above, earning the year end rating of 5/5
Insurance Service Representative
Nationwide Insurance Company
06.2014 - 06.2015
- Answered incoming calls regarding home/auto claims; gathered information, answered member's questions, and input all info into applicable applications
- Provided excellent customer service to members, cultivating first time final experiences while making members feel valued and important
Processor
Nationwide Insurance Company
06.2014 - 06.2015
- Proficient in Bulk Bill Processing, Tax team processing, CSU Support, and other projects directed to manager
- Vendor Collaboration: Partner with third-party vendors daily to address billing inquiries, refunds to Nationwide, and other billing or claims-related questions
- Quality and Efficiency: Maintained consistent high-quality work and efficiency trends within Claims Services, consistently achieving production scores of 4.3/5 or above, earning the year end rating of 4/5
Command Center Coordinator
Standard Parking
08.2010 - 03.2014
- Maintained auditing procedures of cashier reports when other management staff was unable (on vacation, leave, etc.)
- Created all policies and procedures manuals to be maintained and upheld by other Command Center employees.
- Assisted in the training of new surveillance software, ticketing software (machines), and business operations for all Command Center employees.
- Supervised 7 employees of the John H McConnell Garage - ensuring sure all policies and procedures were upheld to the standards of the company.
- Answered all incoming calls regarding monthly parking, daily parking, and event parking.
Regional Office Receptionist
Standard Parking
05.2006 - 08.2010
- Managed all monthly parkers invoicing questions and billings concerns, including producing all of the Arena District's monthly parking invoices.
- Maintained front desk of the regional office by dealing with incoming customers, incoming calls, and assisting in signing up/cancelling customers parking accounts.
- Answered all incoming customer calls including monthly parkers, daily parkers, event parkers, and business clients.
Event Cashier / Parking Garage Office Assistant
Standard Parking
05.2005 - 05.2006
Education
1 Year completed -
Wright State University
Dayton, OhioHigh School Diploma -
Grove City Christian School
Grove City, Ohio05.2008
Skills
Project Management
- Best Practices Implementation
- Strong analytical skills
- Relationship Building / Interpersonal Skills
- Excellent Communication
- Problem-Solving
- Adaptability
- Consistent brand messaging
- Proofreading
- Formatting abilities
- Editing and review
- Workflow coordination
- Critical Thinking
- Multitasking Abilities
- Active Listening
- Flexible and Adaptable
- Training and Development
Communication Skills
My top asset, as identified by Strengths Finders, is effective communication. I thrive on connecting with people, earning respect, and fostering growth. My focus on building meaningful relationships, combined with my experience collaborating company-wide and training background, equips me to confidently connect with others and contribute to our company’s success.
Projects
Partnered with Business Unit Consultants and Process Management on the (then Inquira) Inquira Review Project. I assisted in breaking down specific Inquira pages, assigning the value of the information on the page, and helped determine what was useful information, and what was outdated and could be removed. Based on my knowledge and business relationships; I was the only Trainer asked to be a part of all Lines of business including: commercial lines, personal lines call center, language services, and claims processing. Partnered with Design and Development to build workflows for new material. I built out step by step workflows, talking points, conversation pieces, as well as videos and screenshots to ensure the training material being built was accurate and beneficial to the learner. Tasked by Business Process Management to comb through iDrives and determine if the information was still applicable to learners, or if the material should be retired. Partnered with Andrea Butch to build out new workflows in Knowledge Advanced for the new Private Client work to be used by claims processors.
Timeline
Sr Coordinator - Web Content
Nationwide Insurance Company
03.2020 - Current
Trainer
Nationwide Insurance Company
08.2017 - 03.2020
Sr Processor
Nationwide Insurance Company
06.2015 - 08.2017
Insurance Service Representative
Nationwide Insurance Company
06.2014 - 06.2015
Processor
Nationwide Insurance Company
06.2014 - 06.2015
Command Center Coordinator
Standard Parking
08.2010 - 03.2014
Regional Office Receptionist
Standard Parking
05.2006 - 08.2010
Event Cashier / Parking Garage Office Assistant
Standard Parking
05.2005 - 05.2006
1 Year completed -
Wright State University
High School Diploma -
Grove City Christian School
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