Summary
Overview
Work History
Education
Skills
Timeline
Generic

Neil Saunders

Fort Worth,TX

Summary

Results-oriented Analyst skillful in collaborating with Product Teams and business partners on new software implementations.

Effective communicator and change champion.....

Overview

19
19
years of professional experience

Work History

CCC Analyst

State Farm Insurance
03.2019 - Current
  • Subject Matter Expert for Agency Modernization efforts including ECRM, PolicyCenter, SF Billing, and Life Modernization.
  • Provide analysis and feedback on new software implementations to leadership and Product Teams for over 35 different rollouts per year.
  • Queried databases for information needed for report processing.
  • Validated results and performed quality assurance to assess accuracy of data.
  • Identified clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals.

Support Center Operations Specialist

State Farm Insurance
08.2012 - 03.2019
  • Support Center training coordinator for new employees on all software and hardware technical requirements, providing in classroom training and maintenance of training material.
  • Monitored daily operations of system outages affecting the enterprise, ensuring proper messaging available for representative handling.
  • Handled escalated complaint calls from enterprise and Agency associates and took action to ensure proper resolution.
  • Coordinated support of 50 mass onboarding hiring events ensuring efficient handling for day one logon support calls resulting in a decrease of 18% call in rate.

Support Center Representative

State Farm Insurance
11.2005 - 08.2012
  • Resolved diverse range of technical support issues across multiple systems and applications for internal customers and Agency end-users.
  • Applied strong technical skills resulting in high resolution rate at first level.
  • Completed a 10 month TWA as 2nd level support technician handling Agency application escalated tickets with minimal supervision.
  • Member of the Excellence in Operations Management team that was the first group implementing new call center strategies with strict but effective standards.
  • Regularly collaborated with supervisors to escalate and address customer complaint tickets or technical issues.

ASR Technician

State Farm Insurance
05.2004 - 11.2005
  • Performed troubleshooting and diagnosis on malfunctioning equipment.
  • Maintained quality assurance and customer satisfaction objectives.
  • Inspected equipment to identify areas of wear or causes of malfunctions.
  • Observed equipment operation to diagnose and troubleshoot reported issues.

Education

No Degree - Liberal Arts And General Studies

Tarrant County College District
Fort Worth, TX

No Degree - Music Education

The University of Texas At Arlington
Arlington, TX

Skills

  • Subject Matter Expert for Agency Modernization efforts (ECRM, PolicyCenter, SF Billing) impacting CCC Support Center
  • Collaborated with Enterprise Technology teams to ensure appropriate knowledge resources are available for first level help desk representatives across a myriad of business applications
  • Facilitated weekly feedback sessions with Product Teams to ensure proper handling of support tickets
  • Provided metrics to Product Teams and leadership during implementation windows to gauge impacts of new software rollouts

Timeline

CCC Analyst

State Farm Insurance
03.2019 - Current

Support Center Operations Specialist

State Farm Insurance
08.2012 - 03.2019

Support Center Representative

State Farm Insurance
11.2005 - 08.2012

ASR Technician

State Farm Insurance
05.2004 - 11.2005

No Degree - Liberal Arts And General Studies

Tarrant County College District

No Degree - Music Education

The University of Texas At Arlington

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Neil Saunders