Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Nathan Gunn

Nathan Gunn

Forsyth,United States

Summary

Complex problem-solver with an analytical and driven mindset.

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Works at a fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Software Engineer

GEICO
11.2022 - 11.2023
  • Experienced Duck Creek Engineer with a strong background in insurance software development, customization, and implementation
  • Averaged 2 root cause fixes per two-week sprint depending on the severity along with 20 datafixes reducing the team's incoming datafix count by 5 - 10% per sprint
  • Conducted daily training sessions with analysts and developers on datafix best practices and knowledge transfer increasing analyst datafix output by 40% in four weeks
  • Responsibilities included analyzing defects, locating the business requirement, meeting with business partners, updating business requirements, documenting and updating AzureDevOps, writing test plans, and testing code changes
  • Compiled XML scripts for local testing, reviewed results in SSMS, as well as confirmed expected results in trace monitor
  • Proficient in triaging complex out-of-sequence coverage issues using trace monitor, Splunk, and utility center
  • Proficient in Duck Creek Technologies software Policy suite
  • Strong knowledge of the insurance industry and its operational processes
  • Excellent problem-solving skills and the ability to design and implement innovative solutions
  • Effective communication and teamwork skills for collaborating with cross-functional teams
  • Collaborated with business analysts, QA testers, and other team members to ensure software quality and functionality
  • Led the troubleshooting of software defects and performance issues and provided timely resolutions
  • Worked on continuous process improvement initiatives to enhance software development and delivery
  • Worked closely with business stakeholders to gather and document software requirements.

Software Analyst

GEICO
11.2019 - 10.2022
  • Dedicated and detail-oriented Software Analyst with 3 years of experience in analyzing, designing, and implementing software solutions to drive efficiency and innovation
  • Assisted in modernizing Geico's legacy system by meeting strict guidelines, saving the company millions of dollars by moving off the mainframe
  • Proficient in P & C coverage handling, application of coverages, and how coverages apply in all states
  • Implemented a table approach to handle message displays, reducing the time to market from weeks to 3 days
  • Averaged 100 completed datafixes per sprint as well as analyzing 2 - 4 root cause bugs or user stories
  • Created queries and widgets for AzureDevOp dashboards to track current, incoming, and high priority work items
  • Utilized multiple tools to triage coverage issues, like, Splunk, SQL, Winmerge, and DevTools
  • Strong analytical and problem-solving skills with the ability to interpret complex data
  • Excellent communication and collaboration skills to work effectively with cross-functional teams
  • Analyzed and documented software requirements, ensuring alignment with business objectives
  • Created comprehensive test plans and execute testing to identify and resolve software issues
  • Collaborated with developers to troubleshoot and resolve software defects and performance issues.
  • Designed, developed and integrated software solutions based on business requirements and objectives.

Quality Assurance Team Lead

GEICO
08.2018 - 09.2019
  • Results-driven Quality Assurance Team Lead for Automotive claims
  • Created a framework for test plan and testing quality criteria to provide structure and clear guidelines for testing code changes to eliminate defects from moving into the production environment
  • Led and managed a team of 8 - 10 Quality Assurance Analysts in testing and quality control activities
  • Performed detailed test plan reviews, provided feedback, and offered guidance to ensure proper coverage of test cases
  • Identified and reported defects, track issues, and work with development teams to ensure timely resolution
  • Worked in JIRA and AzureDevOps ensuring associates were documenting, attaching, and linking test cases pertinent to the code changes
  • Conducted root cause analysis and implement corrective actions to improve product quality and prevent future issues
  • Trained and mentored team members to enhance their skills and contribute to a culture of continuous improvement
  • Supported user acceptance testing and ensured that the product met customer requirements.

Quality Auditor

GEICO
07.2016 - 07.2018
  • Worked with Claims Home Office conducting comprehensive phone and file audits of personal automobile claims processes and systems to ensure compliance with quality standards and regulations
  • Created and maintained Excel spreadsheets, PowerPoint presentations, and Sharepoint sites with key audit information assisting business partners with the information needed to increase audit results
  • Traveled to various regional headquarters to conduct audits as well as meet with them regularly to discuss audit trends and ways to increase audit results
  • Achieved increased customer service scores by creating phone and file audit criteria centering around providing excellent customer service
  • Maintained detailed audit reports and documentation, ensuring accuracy and compliance with quality management systems
  • Participated in root cause analysis and continuous improvement initiatives to enhance overall product quality
  • Provided training and guidance to staff on quality standards and best practices, fostering a culture of quality excellence
  • Maintained records and documentation of audits and prepared them for presentation to senior executives.

Supervisor

GEICO
02.2010 - 06.2016
  • Highly skilled and experienced auto claims supervisor with a proven track record of effectively managing and leading a team of claims professionals
  • Strong knowledge of insurance policies, regulations, and industry best practices
  • Managed a team of 5 - 10 auto claims adjusters, providing guidance, support, and training to ensure high-quality claim handling
  • Mentored new claims agents by instilling practices learned from past experiences, preparing them to handle claims effectively in four weeks
  • Moved bottom quartile associates to higher quartiles by working with them daily
  • Identified what drove associates as people along with their strengths and weaknesses, allowing them to formulate a plan for improvement that worked for them through ownership
  • Oversaw the investigation and evaluation of auto insurance claims, ensuring accurate coverage assessments and liability determinations
  • Monitored claim files and claims calls for accuracy, completeness, and adherence to company guidelines and regulatory requirements
  • Conducted performance evaluations and provided feedback to team members, fostering professional growth and development
  • Maintained up-to-date knowledge of insurance policies, regulations, and industry trends.

Claims Adjuster

GEICO
07.2006 - 01.2010
  • Detail-oriented claims adjuster with a proven track record of accurately assessing and settling insurance claims
  • Strong knowledge of insurance policies, regulations, and industry best practices
  • Obtained and maintained licenses in the majority of the southern states to adjust claims
  • Completed the Senior Claims Law Associate designation receiving the SCLA credentials
  • Continuously contacted injured parties early in the claims process to resolve injury claims, mitigating unnecessary medical costs
  • Creatively investigated all suspect claims by using any tools available
  • This was achieved by conducting social media and internet searches, ISO database searches and referred claims to be investigated further as needed
  • Conducted thorough investigations of insurance claims, including property damage, bodily injury, and liability claims
  • Reviewed police reports, witness statements, medical records, and other relevant documents to assess the circumstances and severity of the accident
  • Worked closely with claimants or their attorneys to negotiate settlements
  • Considered various factors such as medical expenses, property damage, lost wages, pain and suffering, and any other relevant damages
  • Attempted to reach fair and mutually agreeable resolutions without going to court, but if a settlement could not be reached, prepared claims for litigation and worked with defense attorneys to build a strong defense
  • Assessed coverage and determined the extent of loss, utilizing policy terms and conditions
  • Collaborated with policyholders, claimants, and other stakeholders to gather necessary information and documentation
  • Prepared detailed claim reports, documenting findings, and supporting evidence
  • Maintained accurate and up-to-date electronic claim files, adhering to company guidelines and regulatory requirements
  • Collaborated with underwriters and other departments to provide accurate and timely information to clients.

Client Services Representative

GEICO
05.2005 - 05.2006
  • Customer-focused claims service representative with a strong background in the insurance industry
  • Proven ability to provide exceptional service and support to clients throughout the claims process
  • Maintained excellent customer service surveys, ranking in the top quartile
  • This was accomplished by understanding the customer's concerns and then following up on those concerns until resolved
  • Always in the top quartile when offering Geico's Auto Repair Express by offering all the benefits of this program in a conversational manner to the customer
  • Managed a high volume of insurance claims, ensuring timely and accurate processing while maintaining above-average file quality
  • Provided exceptional customer service to policyholders, addressing inquiries, and resolving issues in a professional and efficient manner
  • Prepared and maintained detailed claim files, documenting all relevant information and correspondence
  • Handled incoming calls from policyholders, providing assistance with claims reporting and inquiries
  • Resolved customer complaints and concerns, ensuring a high level of customer satisfaction
  • Assisted in training new customer service representatives, sharing best practices and providing guidance.

Sales Associate

GEICO
04.2004 - 04.2005
  • Highly motivated professional with a successful track record in car insurance sales
  • Proven ability to meet sales targets and deliver exceptional customer service
  • Maintained high sales rates by actively listening to each caller while maintaining low handling times
  • Conducted thorough needs assessments to identify coverage gaps and recommend appropriate insurance products
  • Maintained up-to-date knowledge of industry trends, regulations, and product offerings to provide accurate and informed advice to clients.

Education

Bachelor of Arts - BA - Business Management

Georgia College & State University
11.2001

Skills

  • SQL Server Management Studio
  • Duck Creek
  • Snowflake
  • XML
  • Splunk
  • Microsoft SQL Server
  • Defect Triage
  • CaliberRM
  • Jira
  • Requirements Documentation
  • Solution Recommendations
  • Code Debugging

Certification

SCLA - Senior Claims Law Associate

Timeline

Software Engineer - GEICO
11.2022 - 11.2023
Software Analyst - GEICO
11.2019 - 10.2022
Quality Assurance Team Lead - GEICO
08.2018 - 09.2019
Quality Auditor - GEICO
07.2016 - 07.2018
Supervisor - GEICO
02.2010 - 06.2016
Claims Adjuster - GEICO
07.2006 - 01.2010
Client Services Representative - GEICO
05.2005 - 05.2006
Sales Associate - GEICO
04.2004 - 04.2005
Georgia College & State University - Bachelor of Arts - BA, Business Management

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Nathan Gunn