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Work Background
Texas Mutual Insurance CompanyManager, Customer Engagement
Jan. 2020Austin, Texas Area
Texas Mutual Insurance CompanySupervisor, Safety Services Operations
Aug. 2016 - Jan. 2020Austin, Texas AreaSupervise the daily operations of a safety services support center. Manage the personnel, equipment, facilities and finances of the operation. Work to ensure all goals and objectives are met adequately and timely. Evaluate and provide recommendations on organizational structure and processes. Develop action plans within the department which support customer service. Oversee all safety-related educational content provided to policyholders as well as develop safety services product and service offerings to improve customer service.
Texas Mutual Insurance CompanyProcess Analyst
Sep. 2014 - Aug. 2016Austin, Texas AreaProvide ongoing process evaluation and improvement for the Safety Services department within the Policyholder Services Division. Ensure execution of new processes for both IT and non-IT related procedures are timely, accurate and within compliance. Act as a subject matter expert for the department’s technical procedures and work closely with all levels of management and non-management staff. Document requirements, processes and process changes while measuring consistency and monitoring effectiveness of the methods performance. Communicate project status and process implementation to senior level management. Troubleshoot issues requiring adjustments or changes, especially for applications/areas facing the external customer.
Texas Mutual Insurance CompanyBusiness Analyst
Jun. 2008 - Aug. 2014Austin, Texas AreaServed as liaison between IT, technical experts, SMEs and business operation to capture, consolidate and communicate information while keeping leadership appropriately informed. Contributed to the design, implementation, and development of reports. Developed and managed project plans, task lists, and timelines and effectively communicated project status and priorities. I also assisted customers with identifying areas of improvement by collaborating with all necessary parties to ensure effective project/process implementation. I provided guidance to management by identifying improvements to profitability and productivity, monitoring financial projections, monitoring operational performance, and creating meaningful management reports. I produced annual budgets exceeding $200M and performed variance analysis and financial forecasting.
Health Management SystemsBusiness Analyst
Mar. 2007 - Jun. 2008
Texas Mutual Insurance CompanyWorkers Compensation Adjuster
Jan. 2004 - Jan. 2007Conducted investigations and administered benefits to injured employees in accordance with DWC rules, policies, and procedures. Maintained an active caseload.
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