Laura Seiler

• Guide teams on product lifecycle (development to execution)
• Research and understand competitive landscape (not limited to insurance companies)
• Improve user experience by leveraging technology and business needs
• Communicate product vision with team members and stakeholders
• Collaborate with business partners and engineers (Guidewire, .net, and react) to define, design, and score user stories to bring product to end users
• Identify any risk associated with solutions and communicate with all parties and present alternative options
• Write technical user stories with detailed requirements that solve for business concerns
• Assist in testing and triaging issues with new features and enhancements to ensure vision is captured in product
• Present product demonstrations to other product teams and stakeholders
• Document technical requirements as well as customer flow using JIRA, Azure DevOps, and Confluence
• Lead daily stand ups, weekly grooming/planning sessions, and retros
• Prioritize backlog to maintain focus on the solution of the business need
• Monitor performance of the system using Dynatrace, SPLUNK, and Quantum
• Coordinate production support and assist in root cause analysis between teams (IBM, Middleware, DBA, Engineers, and Vendors)
• Create Dynatrace, SPLUNK, and Quantum alerts/dashboards to ensure quicker notification of slowdowns/outages
• Review Always on Comments to understand user friction point and identify any system issues/concerns
• Coordinate releases (3 week cycle releases, blue/greens, and offcycles) to ensure that Self Service Claims has successful implementations
• Validate Switchover testing from East to West Servers
• Coordinate with Quantum and security teams to ensure claims department complies with PII standards
• Serve as a member of the Metric Board to ensure metrics are being implemented based on guidelines and PII standards
• Assist Metric team reviewing SPLUNK logs to reduce tech diffs for our customers
• Implemented new Emergency Roadside Assistance flow to reduce adjuster manual work and keep customers in the digital flow while still getting needed information
• Enhanced process for catastrophes to ensure all departments have necessary information to take quick action.
• Increased medical bills that processed with no adjuster intervention by over 30% (Greenbelt Certification)

Telephone Claims Adjuster I

• Conducted liability investigations (recorded interviews, obtain scene photos, and worked with SIU)
• Reviewed MedPay claims
• Negotiated Liability with Adverse Carriers
• Guided Insureds and Claimants on the Liability/MedPay process

Telephone Claims Adjuster II

• Reviewed demand packages from attorneys (minor injuries)
• Settled claims with claimants directly regarding damages to their vehicle and any minor injuries
• Investigated UM/UIM claims

Continuing Unit Examiner

• Reviewed demand packages from attorneys (major injuries including fatalities)
• Assisted Defense Counsel with litigation and mediation preparation

Customer Service Representative Supervisor

• Coached associates weekly on knowledge gaps to ensure they had the skills to be successful/promoted
• Assisted associates in feeling empowered to own the outcome of their work product
• Cultivated an environment of working together to better the team and each individual
• Encouraged team to go beyond their comfort zone in order to learn and grow
• Assisted in hiring individuals who believed in the vision of the company

• Trained new staff on correct procedures, compliance requirements and performance strategies.
• Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
• Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
• Collaborated with team members to handle guest requirements from check-in through check-out.
• Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
• Coordinated with room service, housekeeping, maintenance and security to meet all guest needs.
• Built talented team through hiring and training new associates.

• Promoted from Job Coach to full time Placement Specialist
• ·aught classes in hospitality, customer service, and how to use adaptive equipment
• Prepared students for interviews by assisting in writing resumes and conducting mock interviews
• Assisted in job placement and assistive technology set ups all over the country
• Trained local companies on diversity in the workplace with a focus on visual impairments.
• Operated and maintained applicant tracking and candidate management systems.