Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Executive Summary
Skilled operations leader with extensive and diverse experience in the Commercial Property/Casualty and Specialty Insurance Industry. Demonstrated leadership with large scale initiatives, project management, change management and business process reengineering. Excellent analytical, problem solving and customer service skills, as well as good collaboration skills and ability to interface well with partners across the organization. Demonstrated expertise in: 1. Process Management 2. Customer Service 3. Analytical/Problem Solving 4. Staff Development 5. Vendor/Customer Relationships 6. Operations Billing Business Lead - Strategic Project Enterprise Customer Service Business Lead on Strategic project to enhance the customer experience; prevent revenue loss; and reduce call volumes by implementing new SAP Billing System. Increased efficiency by implementing online tool which eliminated paper, postage & reduced expense with FTE savings. Harmonized Billing activities between Personal and Commercial Led reviews of billing requirements with business partners (Billing Ops, Customer Service, Underwriting, Legal, etc.) to gain alignment and support for the strategic and tactical business needs and decisions of project. Collaborated with Project Lead and OCM Lead to identify change management opportunities and develop an action plan to provide WIFM (what's in it for me) communications to staff and agents. Managed business analyst and business architect to ensure future state analysis, process review, workflow/procedures, and exception processes were mapped with detailed documentation on time. Strong ability to adapt with change in strategy, plans and priorities and resolve challenges to meet changing needs.
Core Qualifications
  • IIA Designation
  • Critical Thinking, Project Management & Train the Trainer - AMA
  • Lessons in Leadership - Covey
  • Lotus Notes Database Development Certification
  • Microsoft Products: Excel, MS Word, PowerPoint, Project
  • Legacy Systems (ECM, CIS, CPI, BMR, ATLAS, NWPA, ESB, Agency Hub, Loss Focus) SAP,
  • Sharepoint)
Professional Experience
Business Systems Lead Analyst, -
Teresa Odom , ,
  • Regular interaction with Steering Committee during weekly project meetings.
  • Managed and executed User Acceptance Testing (UAT) Scope, test plan, script documents and UAT execution.
  • Partnered effectively with cross programs to identify dependencies.
  • Excel in working remote as demonstrated by handling a critical strategic project remotely in lieu of incurring business travel to help manage expenses.
  • Imaging System - Strategic Project Identified technical and process gaps for new system upon assuming Business Lead role.
  • Developed and tested new releases.
  • Addressed relationship opportunities with vendor, internal staff and management Improved initial scanning process with Vendor, FFIC and AGCS (Marine) Handled complex problems, developed solutions and trained staff.
  • CASPER (Commercial Application Strategy Providing Enhanced Results) Strategic Project Enterprise Business Lead responsible for new strategic commercial application.
  • Led development of requirements that provided automated transfer of information from underwriting tool to rating and issuance application, resulting in FTE savings.
  • Process reduced redundant data entry thus speeding up the policy issuance process as well as reduced keying errors and eliminated 20+ tools and databases in the process.
  • Strategic Capabilities & Performance Responsible for delivering policy administration business processes that support the ability to provide a consistent customer experience.
  • Managed multiple projects within Customer Service dealing with process updates, new forms, internal and external tools (ODEN, ISO, etc), compliance/regulatory requirements, new efficient workflows and communications to field staff.
  • Liaison for Underwriting and Product Management in identifying processing solutions for new products, coverages, etc.
  • Considered the FFIC lead for Client data issues.
  • Proactively handled problem tickets around client data making sure customer requests are clearly understood and that the corrections are made timely and accurately.
  • Lead Business Analyst for a complex program transition (Arrowhead).
  • Created efficient workflow process to handle this business which was not system supported.
  • Mentored new Business Analysts as they joined team to help in the development, documentation, execution and delivery of project milestones.
  • Created innovated process to support new Commercial quote process during OPEX enabling the team to apply for OPEX certification.
  • Developed project plans, current state analysis, process review, workflow/procedure design/reengineering and operational task management and delivery.
Process Director, -
, ,
  • Project Manager for process Improvement initiatives.
  • Developed streamlined business processes across all Personal and Commercial.
  • departments.
  • Mentored and developed high potential staff.
Manager, Training Coordinator, Mail and Supply Manager, -
NA , ,
  • Multiple Positions (Operations Manager, Field Operations Supervisor, Business Systems Responsible for the management, development and training of a staff of 17 direct reports in all operational areas of insurance activities including rate/issue , receivables and facility management for an $80 million book of business.
  • Consolidated two business units into one to implement new strategies and workflows to improve efficiency and reduce cost.
  • Assisted with the creation of Regional Processing Service Center.
  • This included recruiting, hiring and training 40 new employees as well as handling workflow challenges for new operation.
  • Managed the support services and facilities of two field offices (Charlotte and Atlanta) during the transition to Regional Service Center.
  • Established New Commercial Office in Charlotte NC Developed regional IT support team for five office locations within the Southeast.
  • Areas of accountability included policy quoting, policy issuance, records, mail and supply, system support, facility management, receivables management, accounts payable, pool car administration.
  • Managed Claims Service Unit which processed new claims notification and payments to customers and vendors.
2011 Employee First Customer Service First Training * 2010 OPEX Blue Belt Trained (compatible with Six Sigma Green Belt) * 2008 DCM Publishing * 2001 Certified Mid Management Program - Dupree College of Management, Georgia Tech: , Expected in
- ,
Status -
Additional Information
accounts payable, Agency, book, Business Analyst, business processes, Business Systems, CPI, Critical Thinking, Client, Customer Service, data entry, databases, Database Development, delivery, documentation, facility management, Focus, forms, hiring, Hub, IIA, Imaging, insurance, ISO, IT support, Leadership, Lotus Notes, meetings, Microsoft Products, Excel, mail, Office, PowerPoint, Sharepoint, MS Word, Enterprise, process Improvement, Product Management, Project Management, project plans, recruiting, reengineering, SAP, scanning, script, Six Sigma, Strategy, Strategic, Supervisor, Trainer, Underwriting, workflow

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School Attended

Job Titles Held:

  • Business Systems Lead Analyst
  • Process Director
  • Manager, Training Coordinator, Mail and Supply Manager


  • 2011 Employee First Customer Service First Training * 2010 OPEX Blue Belt Trained (compatible with Six Sigma Green Belt) * 2008 DCM Publishing * 2001 Certified Mid Management Program - Dupree College of Management, Georgia Tech

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