Lindsae Fannin
Greenville,NC
Summary
Skilled in working under pressure, adapting to new situations and challenges to best enhance the State Farm brand. Broad knowledge of the Agent Environment and best practices.
Overview
26
26
years of professional experience
Work History
Technology Analyst
Channel Performance
02.2023 - Current
- Collaborate with respective teams to ensure a seamless transition before and after State Farm Billing Migrations.
- Recognize pain points for agent/team members through feedback and update/develop resources to guide agents through State Farm Billing adoption.
- Regularly communicate and engage with stakeholders and end-users to gather feedback and address any concerns or issues during execution plans and implementations.
- Facilitate technology design, testing, and implementation by actively collaborating with the Agent Advisory Group and incorporating agent feedback.
- Assist agents with billing concerns by clarifying user questions and identifying problems.
- Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems for Payment Modernization, Estimated Next Bill and Billing and Payment History refresh.
- Troubleshoot defects reported by end-users to identify solutions and develop call-to-action plans to minimize agent and customer impacts.
- Work collaboratively across departments to develop strategies and implement new processes to increase Pay Bills adoption usage from 8% to 55% in 2024.
- Assessed and identified necessary capability gaps and requirements in existing payment flows in relation to the modernized payment systems.
Senior Agency Field Specialist
State Farm
06.2017 - 02.2023
- Selected to be on an elite group of 19 AFS’s to upskill Ohio agent offices and area leadership serving as the Modernization Day 1 roll out expert
- Provide expertise through trouble shooting and assisting agents with product adoption
- Staffed the PC Modernization Helpline for Day 1 roll-out offering in the moment support
- Led and trained Field Sales Enablement Analyst (FSEA) business partners in preparation for PLA Mod Enterprise wide
- Designed and maintained resource library for PLA Modernization and provided guidance and recommendations for resource site for Agents and Enterprise
- Assessed office gaps and designed/executed system upskilling to territory and delivered guidance to provide a remarkable customer experience
Business Analyst
State Farm
08.2006 - 06.2017
- Led sprint reviews, daily scrums and planning meetings to realize full team engagement
- Collaborated with product owners, team members, technologists and other scrum masters to define solutions and drive progress
- Proactively identified and found ways to resolve issues to prevent distractions and keep projects on track
- Gathered requirements, defined scopes, allocated resources and established schedules meeting or exceeding project demands
- Collaborated with leadership and peers to identify outages and problem resolution for the Production Manager 3rd level service team
- Demonstrated strong writing skills to generate original correspondence and reports regarding key
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts
- Kept projects on schedule by managing deadlines and adjusting workflows
- Coordinated presentations for customers and project members to detail project scope, progress and results
State Farm Payment Plan
State Farm
02.1999 - 02.2006
Skills
- Retention Strategies
- Communication Strategies
- Agile Best Practices
- Cross-Functional Team Collaboration
- Strong Problem Solver
- Agent Collaboration
Timeline
Technology Analyst
Channel Performance
02.2023 - Current
Senior Agency Field Specialist
State Farm
06.2017 - 02.2023
Business Analyst
State Farm
08.2006 - 06.2017
State Farm Payment Plan
State Farm
02.1999 - 02.2006
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