Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Business Information Analyst
Resolution Life (formerly Voya Financial/formerly ING)
01.2008 - 01.2024
Provided subject matter expertise on company products and Operations processes and systems related to areas of expertise
Utilized knowledge and understanding of processes and requirements for Life Policy Owner Service to enable the business to eliminate mistakes or understandings during project sign off
Assisted with compliance cases, research and communicated with compliance, legal, and management to make business decisions
Led projects, gathered data, created project charters, and engaged other internal and external departments to meet project goals and deadlines
Worked with training and technical writers to write process documentation
Built spreadsheets to analyze data and processed mass mailings
Participated in Strategic Planning processes related to system projects and system enhancements.
Client Relationship Consultant
Resolution Life (formerly Voya Financial/formerly ING)
01.2003 - 01.2008
Primary contact for M Financial agents and clients
Built strong relationships with producers and internal clients
Provided the key point of contact for internal and external clients in Corporate Markets Customer Service, accountable for one-stop problem resolution
Coordinated service requests and provided proactive service to Corporate Markets clients
Problem solver for sales management and producers
Coordinated new case processes in Corporate Markets Customer Service and ensured timely and accurate management of new case implementation
Expedited cases when there were complaints or special circumstances that require creative solutions
Developed and maintained strong Corporate Markets business, product and process knowledge across all distribution lines
Coordinated internal administration processes, systems testing and projects that positively impacted on client's ease of doing business.
Senior Customer Contact Center Representative
Resolution Life (formerly Voya Financial/formerly ING)
01.2002 - 01.2003
Designated as M Financial Primary Contact
Received incoming calls from policy owners and agents
Processed requests such as fund transfers, loans, and address changes
Assisted with training of new employees
Provided support for the supervisor in their absences such as handling complaint calls
Participated in several committees such as Orientation Buddies, Project Re-engineering, Focus, and Magic Champions
Awarded an Orange Reward for refreshing customer service.
Education
High School Diploma -
Des Lacs-Burlington High School
Des Lacs, ND
05.1990
Skills
Organizational Skills
Time Management
Problem-Solving
Teamwork and Collaboration
Attention to Detail
Multitasking
Excellent Communication
Reliability
Adaptability and Flexibility
Decision-Making
Task Prioritization
Self Motivation
Interpersonal Skills
Analytical Thinking
Risk Assessment
Continuous Improvement
Certification
FINRA Series 6
Six Sigma Green Belt Certification
Medical Transcription
Timeline
Business Information Analyst
Resolution Life (formerly Voya Financial/formerly ING)
01.2008 - 01.2024
Client Relationship Consultant
Resolution Life (formerly Voya Financial/formerly ING)
01.2003 - 01.2008
Senior Customer Contact Center Representative
Resolution Life (formerly Voya Financial/formerly ING)
01.2002 - 01.2003
High School Diploma -
Des Lacs-Burlington High School
FINRA Series 6
Six Sigma Green Belt Certification
Medical Transcription
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