Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Paula Fenner

Norwalk,IA

Summary

Dynamic Post Issue Processing Specialist at Athene with a proven track record in process improvement and employee training. Achieved 96% efficiency in illustration execution, significantly enhancing team collaboration and communication. Proficient in Microsoft Excel and dedicated to operational excellence, driving quality assurance initiatives to foster team success.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Post Issue Processing Specialist

Athene
West Des Moines, Iowa
03.2021 - Current
  • Authored comprehensive illustration procedures.
  • Enhanced team productivity by centralizing procedural resources in Teams Shared Files.
  • Enabled effective communication by addressing questions in dedicated chat group.
  • Worked with colleagues and departments to establish procedures and job aids on Shelf, an internal procedure library.
  • Conducted planning discussions to set targets and unify team approaches. Achieved 96% in efficiency and quality in illustration execution.
  • Conducted scheduled classroom training sessions for both new and existing team members. Provide continuous process support by leading one-on-one and group coaching sessions to enhance team members' skills.
  • Conducted quality assurance by assessing completed work items of team members.
  • Detect calculation errors in illustrative workbook tools. Ensure accuracy by resolving calculation errors, and report more complex errors to the internal unit.
  • Managed financial and non-financial operations to meet deadlines.

EO Research/Remediation Specialist

WellsFargo
West Des Moines, Iowa
10.2019 - 01.2021
  • Audited accounts with precision and attention to detail.
  • Addressed customer issues by providing comprehensive information.
  • Executed due diligence to meet regulatory requirements.
  • Protected important financial records with secure storage.
  • Facilitated interaction with in-house stakeholders using email and telephone.
  • Executed business letter writing, multiline phone, and secure email to communicate to customers.

Installed Sales Coordinator

Lowes
Ankeny, Iowa
11.2017 - 09.2019
  • Executed research and analysis to enhance Installed Sales management.
  • Addressed customer concerns and complaints with comprehensive information.
  • Collaborated with installer to guarantee client satisfaction.
  • Managed delivery schedules and installation timelines for clients and installers.
  • Managed continuous communication with clients, installers, internal departments, and vendors during the installation process.
  • Oversaw billing and payroll operations to guarantee installers received payments on time.
  • Executed business correspondence through letter writing, multiline phone systems, and secure email.

Financial Coordinator

Make-A-Wish Iowa
West Des Moines, Iowa
09.2016 - 06.2017
  • Ensured meticulous management of accounting entries and records.
  • Executed thorough due diligence for state and federal compliance.
  • Properly coded, stored and managed financial data.
  • Executed query’s, financial reports.
  • Used Razor Edge and Financial Edge software to manage and execute financial statements, financial reports, reconciliation, travel expense, accounts receivable, accounts payable, checks, cash donations, gift in-kind donations, invoices, gift batch entry and in-kind reporting, payroll, journal entries, and general ledger.

Account Technician II

IA Communications Network
Des Moines, Iowa
01.2013 - 07.2016
  • Reconciled accounts payable and corrected general ledger entries.
  • Audited costs, proofread accounts, and ensured accurate coding and purpose.
  • Processed payments and managed credits and debits for numerous vendors across multiple accounts.
  • Maintained up-to-date knowledge of accounting procedures to ensure adherence to regulations.
  • Monitored account costs and executed quarterly budget forecasts. Analyzed financial statements to determine any discrepancies.

IT Tech Worker II

Contractor Registration
Des Moines, Iowa
05.2009 - 09.2012
  • Communicated sensitive information to contractors while maintaining confidentiality and detailed documentation.
  • Reviewed applications, bonds, and legal documents to ensure compliance with Contractor Registration requirements.
  • Oversaw monthly renewal applications for contractor registration.
  • Finalized contractor applications by handling cash, checks, and electronic payments.
  • Worked alongside Tax department to verify contractor compliance with state tax regulations.

Insurance Sales Agent

Nationwide
Des Moines, Iowa
03.2006 - 02.2009
  • Engaged with clients to identify and select appropriate insurance coverage.
  • Ensured clients grasped critical information through effective policy explanation.
  • Exceeded sales goals and was honored with the 'WOW' Award for exceptional customer service.

Pricing Analyst II

American Republic Insurance Co
Des Moines, Iowa
01.2005 - 01.2006
  • Resolved rating errors and ensured regulatory compliance in Life, Major Medical, and Medicare Supplement quoting software.
  • Facilitated meetings to create marketing content for life and health insurance product launches.
  • Led development of new processes, crafting training manuals.
  • Conducted training sessions for various internal teams.

Marketing Representative

American Republic Insurance Co
Des Moines, Iowa
07.2004 - 01.2005
  • Collaborated with field agents and IT teams to address technical issues in quote rating software.
  • Clarified policy coverages, limitations, and exclusions for insurance agents.
  • Delivered precise insurance quotes across multiple product lines.
  • Tested diverse insurance software products, identifying and resolving errors.
  • Established and applied new quoting protocols.
  • Facilitated training sessions to teach quoting procedures to individuals and groups.

Prospecting Activities Supervisor

American Republic Insurance Co
Des Moines, Iowa
08.1999 - 07.2004
  • Directed departmental operations, ensuring efficient administrative support and effective lead generation.
  • Delivered coaching to foster skill enhancement among team members.
  • Enhanced workflow efficiencies by removing redundant processes and establishing streamlined procedures.
  • Developed and delivered business proposals and presentations to diverse audiences.
  • Implemented marketing strategies leading to 33% increase in field agents.
  • Worked with HR to facilitate recruitment process.
  • Directed team efforts and optimized workflow to surpass service quality targets.
  • Partnered with stakeholders to fulfill and surpass organizational targets.

Operations Coordinator

American Republic Insurance Co
Des Moines, Iowa
02.1999 - 08.1999
  • Executed assembly of marketing materials tailored to each state's requirements.
  • Implemented changes to improve overall office activities and performance.
  • Contributed to project success through effective collaboration with various partners.
  • Streamlined workflow management to enhance task execution efficiency.

Education

Bachelor of Arts - Business Management, Finance, And Marketing

William Penn University
Oskaloosa, IA
12.2005

Associates of Arts - Leadership

William Penn University
Oskaloosa, IA
05.2002

Skills

  • Analytical thinking
  • Financial analysis
  • Reliability
  • Decision-making
  • Team building
  • Team management
  • Written communication
  • Excellent communication
  • Teamwork and collaboration
  • Continuous improvement
  • Adaptability and flexibility
  • Process improvement
  • Project management
  • Training sessions
  • Financial operations
  • Quality assurance
  • Regulatory compliance
  • Attention to detail
  • Timeline management

Accomplishments

  • Star Award Recognized and Appreciated for extraordinary performance in Customer Service.
  • Certificate of Wow Recognition for dedication and enthusiasm providing the "On Your Side Customer experience" during the Presidents' June visit.
  • Numbers Guru award - Recognition for high accuracy in executing illustrations.

Certification

  • Being a Good Mentor - Top Skills Covered 03/31/2025
  • Non-Financial Processing - 07/25/2025
  • Customer Contact Center - 03/31/2024
  • Financial Processes - 06/27/2022
  • Six Sigma Foundations - 09/09/2018
  • Making Decisions - 09/09/2018
  • Improving Your Judgment 09/13//2018
  • Substitute Authorization 12/10/2015
  • Fundamental of Information Mapping - 06/07/2005
  • QA Monitoring Training 02/2004
  • Job Training Center Diploma 11/16/1995

Timeline

Post Issue Processing Specialist

Athene
03.2021 - Current

EO Research/Remediation Specialist

WellsFargo
10.2019 - 01.2021

Installed Sales Coordinator

Lowes
11.2017 - 09.2019

Financial Coordinator

Make-A-Wish Iowa
09.2016 - 06.2017

Account Technician II

IA Communications Network
01.2013 - 07.2016

IT Tech Worker II

Contractor Registration
05.2009 - 09.2012

Insurance Sales Agent

Nationwide
03.2006 - 02.2009

Pricing Analyst II

American Republic Insurance Co
01.2005 - 01.2006

Marketing Representative

American Republic Insurance Co
07.2004 - 01.2005

Prospecting Activities Supervisor

American Republic Insurance Co
08.1999 - 07.2004

Operations Coordinator

American Republic Insurance Co
02.1999 - 08.1999

Bachelor of Arts - Business Management, Finance, And Marketing

William Penn University

Associates of Arts - Leadership

William Penn University

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