Sean Ward
Columbus
Summary
Dynamic professional with a proven track record in business analysis and customer service excellence at State Auto Insurance. Skilled in predictive modeling and fostering positive workplace relationships, I've driven process improvements and enhanced customer satisfaction by 20%. Expert in translating complex data into actionable business solutions, demonstrating flexibility and analytical thinking.
Overview
18
18
years of professional experience
Work History
Roofer
Phinney Industrial Roofing
07.2024 - Current
- Worked with metal, shingle and rubber roofing systems.
- Adhered to all safety practices for personal and team protection.
- Installed new decking and flashing.
- Removed and disposed of old roofing materials.
- Installed high-quality roofing systems, paying careful attention to hazards and other safety concerns.
- Managed inventory of roofing supplies and materials.
- Performed patching and resealing of roofs to provide maintenance, repairs and protection.
Handyman
Self
05.2024 - 07.2024
- Completed repair projects on time and under budget, resulting in significant increase in new client referrals.
- Performed basic landscaping tasks, such as mowing, gardening, pulling weeds, and watering lawns.
- Performed minor wall repair, installed drywall, and applied wallpaper.
- Removed and repaired carpet and wood flooring.
- Performed basic electrical work and plumbing repairs such as installing new toilets, removing electrical wires, unclogging drains, and maintaining gutters.
- Built and repaired decks, fences and sheds to improve overall appearance of homes.
Business Analyst
State Auto Insurance/Liberty Mutual Insurance
01.2020 - 05.2024
- Utilized advanced analytical techniques and statistical methods to identify risks, mitigate challenges, and optimize business performance.
- Conducted in-depth data analysis to identify trends and opportunities for process improvement.
- Developed and implemented business intelligence tools to track key performance indicators and provide actionable insights to senior management.
- Collaborated with cross-functional teams to gather business requirements, create detailed specifications, and oversee project implementation from initiation to completion.
- Developed detailed reports and presentations to communicate findings and recommendations to key stakeholders, resulting in informed decision-making.
- Utilized industry-leading tools and technologies to streamline workflows and automate manual processes, increasing efficiency and productivity.
- Facilitated end-user training sessions and provided ongoing support to ensure successful implementation of new systems and processes.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Implemented business intelligence solutions to increase operational efficiency.
- Updated and developed scripts and queries to extract and analyze data from multiple sources.
- Provided technical support for troubleshooting analytics and reporting issues.
- Partnered with IT support to troubleshoot and address platform issues.
Customer Service Senior
State Auto Insurance
04.2010 - 01.2020
- Resolved escalated customer issues efficiently and effectively, resulting in a high rate of customer satisfaction and retention.
- Provided advanced support for escalated customer inquiries and issues, resulting in a 20% decrease in escalations
- Analyzed customer feedback and data to identify trends and make recommendations for process improvements.
- Assisted with implementing new training programs for customer service staff to improve product knowledge and service delivery.
- Maintained detailed records of customer interactions and provided regular reports to management for analysis
- Developed and implemented customer service policies and procedures to streamline operations and enhance the overall customer experience.
Customer Service Receptionist
State Auto Insurance
12.2006 - 04.2010
- Greeted and assisted all incoming visitors and clients in a friendly and professional manner
- Managed a high volume of incoming calls and directed them to the appropriate departments or individuals
- Handled customer inquiries and provided accurate information on products and services
Education
High School Diploma -
Grove City High School
Grove City, OH05-2006
Skills
- Excellent written and oral communication skills
- Develops positive workplace relationships
- Detail oriented
- Capacity to identify and resolve issues efficiently
- Ability to manage time effectively and meet deadlines
- Flexibility in handling change and new situations
- Collaborates well with others to meet goals
- Predictive modeling
- Business process improvement
- Business solutions development
- Cost-benefit analysis
- User acceptance testing
- Analytical thinking
Timeline
Roofer
Phinney Industrial Roofing
07.2024 - Current
Handyman
Self
05.2024 - 07.2024
Business Analyst
State Auto Insurance/Liberty Mutual Insurance
01.2020 - 05.2024
Customer Service Senior
State Auto Insurance
04.2010 - 01.2020
Customer Service Receptionist
State Auto Insurance
12.2006 - 04.2010
High School Diploma -
Grove City High School
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