Open To Work
Meghan Kennedy
Lewiston,NY
Work Preference
Summary
Diligent Financial Systems Analyst with solid background in improving financial processes and systems. Successfully led initiatives that streamlined operations and enhanced accuracy. Demonstrated expertise in financial analysis and systems integration.
Overview
18
18
years of professional experience
Work History
Financial Systems Analyst
GEICO
Buffalo, NY
01.2024 - Current
- Analyzed financial systems to identify inefficiencies and recommend process improvements.
- Developed and maintained financial reporting tools to enhance data accuracy and accessibility.
- Collaborated with cross-functional teams to implement system upgrades and ensure compliance with regulatory standards.
- Led training sessions for staff on new financial software, improving user proficiency and adoption rates.
- Reviewed data integration processes, streamlining workflows between finance and IT departments.
- Managed system testing initiatives to validate functionality and reliability of financial applications before deployment.
- Provided strategic insights based on data analysis, influencing decision-making for budget allocations and resource management.
- Spearheaded projects focused on automating financial reporting processes, reducing manual effort by leveraging technology solutions.
- Managed multiple projects simultaneously while adhering to strict deadlines and maintaining high-quality deliverables.
- Assisted in the successful migration of financial systems to a cloud-based platform, minimizing downtime and disruption.
- Analyzed large datasets using advanced Excel functions to identify trends and anomalies in financial data.
- Improved financial reporting accuracy by implementing new data validation processes.
Customer Resolution Specialist
GEICO Auto Insurance
Buffalo NY
09.2020 - 01.2024
- Appointed the billing lead on the Resolution team in November of 2021 to handle billing resolutions
- Create content for ongoing training efforts based on data to help narrow billing knowledge gaps sent to the Service Department
- Present weekly calibrations to all levels of associates on system updates and procedural updates
- Work closely with Regional System Test Teams to triage perceived system errors and develop resolutions for both agents and customers
- Contact customers on a regular basis to resolve policy related issue resulting from the system error and provide options and solutions to fit their needs.
- Decreased the number of Knowledge Gap issues by 76% by the end of December 2022 for my location.
- Preformed 1% better than the country wide average for resolving issues within the first 30 days in 2022
- Resolved customer inquiries by utilizing knowledge of insurance policies and procedures.
- Facilitated communication between customers and claims adjusters to expedite resolution processes.
- Analyzed customer feedback to identify trends and recommend improvements in service delivery.
- Trained new team members on best practices for handling customer interactions effectively.
- Collaborated with cross-functional teams to enhance overall customer experience and satisfaction rates.
- Managed escalated issues, ensuring timely resolutions while maintaining high service standards.
- Developed training materials to streamline onboarding process for new specialists, improving efficiency.
- Implemented process improvements that reduced response time for customer inquiries by refining workflows.
- Maintained detailed records of interactions with customers, ensuring all data was captured accurately for future reference and analysis.
- Spearheaded initiatives aimed at improving overall customer experience, leading to higher retention rates.
- Consistently met or exceeded departmental performance metrics, contributing to the overall success of the team.
- Built strong relationships with clients through excellent communication skills, fostering loyalty and repeat business.
- Assisted in the development of training materials focused on improving the skills of other Customer Resolution Specialists within the organization.
- Mentored new hires on best practices in customer resolution techniques, contributing to the overall success of the team.
- Participated in cross-functional teams to address complex issues involving multiple departments, achieving satisfactory resolutions for all parties involved.
Customer Care Specialist
GEICO Auto Insurance
11.2008 - 09.2020
- Maintained a high level of performance across all metrics while remaining available to take the incoming customer calls
- A leader on the team looked to by management for support when training new procedures and would quickly adapt to the new process while maintaining a positive attitude
Education
Bachelor of Arts - Journalism & Mass Communication
St. Bonaventure University
05-2008
Skills
- SQL proficiency
- Stakeholder communication
- Financial systems integration
- Teamwork and collaboration
- Attention to detail
- Adaptability and flexibility
- Decision-making
- Analytical thinking
- Self motivation
- Task prioritization
- Quality assurance
- System testing
- Data analysis
Affiliations
- Member of the Worldwide Women’s Association
- Completed the Associate Professional Development Program for GEICO (2022)
- Completed MS EXCEL Course (2023)
- Completed Introduction to DATA Analytics Course (2023)
- Completed Business Analytics with EXCEL Course (2023)
- Pursing CPCU Insurance Designation
Timeline
Financial Systems Analyst
GEICO
01.2024 - Current
Customer Resolution Specialist
GEICO Auto Insurance
09.2020 - 01.2024
Customer Care Specialist
GEICO Auto Insurance
11.2008 - 09.2020
Bachelor of Arts - Journalism & Mass Communication
St. Bonaventure University