Tina Cooley
Noblesville,IN
Summary
Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success.
Overview
22
22
years of professional experience
Work History
Suspense Analyst
Voya Financial
08.2017 - Current
- Review and analysis of data associated with premium suspense and dues
- Formulates processes and best practices to resolve gaps and process breakages
- Responsible for processing manual transactions for financial control and management; including financial analysis as needed
- Coordinates and defines remediation efforts related to premium application process
- Formulates and defines process improvements based on research and fact-finding of existing processes and suspense accounts
- Serves as technical and business process experts related to suspense and premium processes for staff and management of operations areas
- Develop or modify processes to resolve moderate to complex business issues by working with IT/BA support as necessary; includes analysis and documentation of business and user needs which support project system requirements
- Coordinates with Accounting, Risk Management, Compliance, Legal, IT, Claims and other teams to provide expertise and analysis to support management reporting and quality control of all processes
- Participates in process improvement and remediation projects related to areas of expertise
- Lead projects that may involve processes, systems and workflow
- Provides feedback, support and training on financial processing; including user acceptance testing and model office.0
- Project manager - Money Management project. Enhanced systems to automate suspense clearing resulting in reduced suspense by 93%.
Business Operations Consultant
Voya Financial
07.2015 - 08.2017
- Analyzed complex financial information to identify areas of improvement in cost savings and revenue generation
- Facilitated training sessions for employees on effective utilization of operational tools and resources
- Collaborated with executive leadership to define strategic objectives related to operations excellence
- Developed strategies to improve operational efficiency by leveraging technology and process optimization
- Implemented quality assurance processes to ensure compliance with industry standards and customer requirements
- Provided technical guidance on use of enterprise resource planning systems for business operations
- Project manager - Money Management project. Enhanced systems to automate suspense clearing resulting in
- Led cross-functional teams in design, development, testing, and implementation of new operational initiatives
- Created detailed documentation outlining procedures for daily operations tasks across departments
- Developed comprehensive plans for scaling up production capabilities while maintaining quality standards
- Evaluated current policies related to inventory management, workforce scheduling, and customer service delivery methods
- Monitored KRIs for continuous improvement initiatives focusing on maximizing productivity levels
- Maintained updated records pertaining to status of all ongoing projects within department's scope of responsibility
- Developed framework for tracking progress against key objectives set forth in organization's operational plan
- Established protocols for data collection, analysis, and reporting of operations performance metrics
- Performed root cause analysis to diagnose problems in existing processes and develop solutions to address them
- Collaborated with senior managers and decision makers to identify and solve problems and clarify management objectives
- Analyzed information obtained from management to conceptualize and define operational problems
- Defined data requirements and gathered and validated information using judgment and statistical tests
- Prepared management reports defining and evaluating problems and recommending solutions
- Collaborated with others in organization to ensure successful implementation of chosen problem solutions
- Created detailed reports outlining findings from operations research studies for executive review.
Lead, Premium Billing Analyst
Voya Financial
01.2007 - 07.2015
- Reviewed customer contracts ensuring that terms were properly reflected in invoicing practices
- Identified areas of improvement within current processes and proposed solutions
- Assisted with auditing projects as needed, providing analysis of financial documents related to billing activities
- Researched discrepancies in client records and provided solutions to resolve issues
- Developed procedures for streamlining the billing process
- Communicated effectively with internal stakeholders regarding changes in pricing structures or payment methods
- Ensured compliance with applicable laws and regulations regarding billing practices
- Monitored customer payment trends, identifying potential risks or opportunities for improvement
- Utilized problem solving skills to identify root causes of billing errors
- Generated ad hoc reports based on requested data from clients or management team members
- Developed and maintained billing system processes to ensure accuracy of invoices
- Resolved customer inquiries regarding billing, charges, and payments
- Maintained accurate and complete billing system and process
- Developed and implemented effective billing processes to improve accuracy and efficiency
- Assisted billing team with other value-added projects
- Checked monthly reports and analyzed billing data to identify trends and discrepancies
- Collaborated with business partners to resolve, improve and implement solutions
- Negotiated payment terms and contracts with clients
- Completed audits per identified timeframes and reported findings
- Identified trends and provided feedback regarding billing issues and uncollectible accounts
- Verified accuracy of billing data and revised any errors
- Updated manuals when rates, rules, or regulations are amended.
Premium Billing Analyst
Voya Financial
01.2002 - 01.2007
- Performed detailed reconciliations of customer payments to invoices
- Maintained accurate records of all transactions related to billing activities
- Researched discrepancies in client records and provided solutions to resolve issues
- Analyzed customer accounts to ensure proper billing rates applied
- Managed portfolio of accounts, resolving any disputes or discrepancies promptly
- Created reports on monthly revenue generated from billing activities
- Utilized problem solving skills to identify root causes of billing errors
- Provided support and guidance on billing inquiries from clients
- Tracked aging accounts receivable balances, sending out reminder notices when necessary
- Identified areas of improvement within current processes and proposed solutions
- Collaborated with other departments to ensure timely delivery of invoices
- Resolved customer inquiries regarding billing, charges, and payments
- Maintained accurate and complete billing system and process
- Reviewed and posted daily payments
- Generated requests for refund checks for overpayment
- Utilized payment tracking system to ensure accurate billing and timely payments.
Education
Bachelor of Arts - Finance
U.S Army
Mainz, Germany05.1992
Skills
- Quality Assurance
- Root Cause Analysis
- Business Process Improvement
- System Testing
- Analytical Thinking
- Interpersonal Skills
- Relationship Building
- Organizational Skills
- Decision-Making
- Multiple Priorities Management
- Audit reporting
Awards
True North Award
References
References available upon request
Timeline
Suspense Analyst
Voya Financial
08.2017 - Current
Business Operations Consultant
Voya Financial
07.2015 - 08.2017
Lead, Premium Billing Analyst
Voya Financial
01.2007 - 07.2015
Premium Billing Analyst
Voya Financial
01.2002 - 01.2007
Bachelor of Arts - Finance
U.S Army
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