Resume

My meandering professional journey has allowed me to gather a variety of skills and experience that position me to be a dynamic leader and problem solver.
- I believe in focusing on the customer.
- I believe in using data to achieve measurable results.
- I believe that any process can be improved.

Experience

Process Analyst
State Farm - Enterprise Technology
Jan 2020 - Present

  • Designed a Work Intake process for a specialized team that resulted in (1) more complete and accurate work requests, (2) better responsiveness to customers, (3) better information for planning and prioritizing work, and (4) increased productivity. [Details]
  • Completed a detailed analysis of a suite of five Internal Audit processes that resulted in (1) a shorter duration of the overall audit process, (2) an improved customer experience, and (3) a more detailed standardized deliverable from the auditors. [Details]
  • Completed an analysis a specialized team’s work volume and flow which resulted in (1) a better customer experience, (2) a higher approval rate from the governance team, and (3) a dramatically shorter duration of the overall process. [Details]

Process Analyst
State Farm - SF Bank
Jan 2018 - Jan 2020

  • Performed data analysis to discover the root cause of mortgage overages and implemented changes which resulted in a 60% reduction that amounts to more than 2 million dollars each year. [Details]
  • Designed a process and stood-up an operation to verify and consolidate customer contact information across multiple departments which resulted in (1) increased capacity for higher paid employees, and (2) increased debt collection rate in the collections contact center. [Details]

Process Analyst
State Farm - P&C Actuarial
Jan 2016 - Jan 2018

  • Implemented Leader Standard Work program to improve the quality and consistency of coaching across the actuarial department. [Details]
  • Designed and implemented a work intake process which resulted in (1) reduced time spent doing prework and gathering requirements for new efforts, and (2) standardized intake information to improve prioritizing new efforts. [Details]

Claims Team Manager (Development Opportunity)
State Farm - P&C Actuarial
Mar 2015 - Sep 2015

  • Developed and coached a team of 12 claim representatives.

Process Analyst
State Farm - Claims
Jan 2014 - Jan 2016

  • Developed and implemented a behavior and KPI focused coaching model which resulted in improved performance for every metric goal across the entire property claims operation including 4 locations. [Details]
  • Identified an opportunity to improve the way Rental COLs were handled which resulted in a reduction in the overall average duration a claim remains open and savings of more than 10 million dollars a year. [Details]

Supervisor
State Farm - Sales & Customer Service
Feb 2012 - Jan 2014

  • Lead a Team of 16 Auto Insurance Producers in a high volume contact center.
  • Consistently coached and developed associates to perform at a high level across all metrics.

Associate
State Farm - Sales & Customer Service
Sep 2011 - Feb 2012

  • Provided remarkable customer service while exceeding contact center performance expectations.

Web Marketing Analyst
Watercove LLC
Mar 2010 - Sep 2011

  • Analyzed sales trends and cultivated a Google Adwords campaign to increase online sales.

Business Analyst - Client Relations
ComeToBuy.com
Dec 2008 - Mar 2010

  • Collected requirements from customers and communicated them to technology team to develop applications to meet customer expectations.

Cryptological Technician
United States Navy
May 2000 - May 2005

  • Responsible for Anti-Ship Missile Defense..
  • Led a team of 3 sailors while deployed for Operation Enduring Freedom.