Tressette Smith
Frisco,TX
Summary
Goal-driven Analyst polished 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. Over 25 years of experience in insurance industry. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
29
29
years of professional experience
1
1
Certification
Work History
OSSA (Operational Support System Analyst)
TATA CONSULTANCY SERVICES
08.2018 - Current
- Assist in documenting and analyzing requirements, information, and data
- Lead numerous projects
- Prepare current and future state documentation
- Collaborate with IT teams and business units
- Performs independently and/or with assistance from team
- Enhanced collaboration between IT teams by standardizing communication protocols around system requirements, project progress updates, and change management processes.
- Increased system security by identifying potential vulnerabilities and implementing robust safeguards against unauthorized access or data breaches.
- Resolved or escalated problem tickets to resolve user issues.
- Performs production support triage on transactions involving diverse product portfolio
- Accountable for on-time completion of assigned tasks
- Ensure all deliverables meet or exceed quality standards
- Responsible for User Acceptance Testing (UAT) with and without guidance including, but not limited to, defining test plans, creating, and executing test cases, identifying expected results, analyzing system test results, and troubleshooting defects
- Research and identify issues, or root cause of issues as reported by business unit, with limited assistance and works with others to resolve issue and prevent reoccurrence.
Senior Premium Billing Specialist
Transamerica Life Insurance Company
06.2001 - 08.2018
- Analyzed, processed, and accurately updated policy payments and other data in all applicable applications in timely manner
- Ability to multi-task in high volume environment daily and make sound business decisions while maintaining acceptable quality and productivity benchmarks
- Excellent interpersonal skills within all levels of organization well as external stakeholders
- Mentored junior billing specialists by providing training and sharing best practices and fostering collaborative work environment.
- Monitored daily volume and allocation of work to ensure standards were achieved
- Contributed to process improvements within department by actively participating in brainstorming sessions, offering suggestions, and implementing approved changes.
- Assisted in resolving problems that arise due to production system issues or customer escalations
- Took appropriate actions to meet service level standards by continuously searching for ways to improve effectiveness, efficiency, and value added for both internal and external customers
- Demonstrated advanced knowledge of processes and systems, resulting in proven analytical and problem-solving skills
- Prepared documents for processing and determined action to be taken to process specific workflow
- Performed quality reviews to develop ideas to improve quality, provide suggestions on process improvement opportunities
- Assisted on TEB block of business in reconciling individual customer accounts.
Customer Service Representative
JCPenney Life insurance Company
05.1995 - 06.2001
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Provided excellent customer service to resolve customer complaints in timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Updated Ingenium, Clarify, Xycor system with order specifics and customer details, preferences and billing information.
- Strengthened customer retention by offering discount options.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
Education
Graduated - Massage Therapy
KeKino Massage Academy
Plano, TX03.2022
Attended -
DeVry Institute
01.2009
Attended -
ElCentro Junior College
Dallas, TX01.1996
Graduated - Health Education
High School of Health Professions
Dallas, TX05.1992
Skills
- Microsoft Office, Word, Excel, and Access
- Typing
- End-user support
- User Acceptance Testing
- Systems Analysis
- SQL Proficiency
- TLOxp, FutureFirst, Ingenium, and TSO Proficiency
Certification
Various LinkedIn Certifications
- Become a Leader People Love
- Master in Demand Professional Soft Skills
- Develop Your Communication Skills and Interpersonal Influence
- Developing an Excellence Mindset to do Your Best Work
- Professional Soft Skills Learning Pathway
Timeline
OSSA (Operational Support System Analyst)
TATA CONSULTANCY SERVICES
08.2018 - Current
Senior Premium Billing Specialist
Transamerica Life Insurance Company
06.2001 - 08.2018
Customer Service Representative
JCPenney Life insurance Company
05.1995 - 06.2001
Graduated - Massage Therapy
KeKino Massage Academy
Attended -
DeVry Institute
Attended -
ElCentro Junior College
Graduated - Health Education
High School of Health Professions
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