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senior software analyst resume example with 20+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues and going above and beyond to triage complex issues.

Skills
  • Agile Development Methodologies
  • Time Management
  • Project Management
  • Reliable & Trustworthy
  • Problem Resolution
  • Friendly, Positive Attitude
  • Organizational Skills
  • Customer Service
  • Analyzing Data
  • Computer Skills
  • Planning & Organizing
  • Good Work Ethic
  • Supervision & Leadership
  • Critical Thinking
Education and Training
Georgia Institute of Technology Atlanta, GA Expected in 09/1989 Bachelor of Science : Management Information Systems - GPA :
Certifications
  • Society of Claims Law Associates (SCLA) Certificate 2005
  • Certified Underwriter 1997
  • CPCU 2 and CPCU 5 completed 1995
Experience
Bmw Group - Senior Software Analyst
Minooka, IL, 04/2016 - 11/2021
  • Evaluated and implemented new technologies to maximize development efficiency.
  • Contributed actionable suggestions for project development during departmental meetings.
  • Analyzed and tested applications prior to launch to remedy last minute issues.
  • Tackled development tasks based on system requirements and documented approaches.
  • Recommended and executed plans to improve development tools and processes.
  • Performed regression and performance tests for updated systems.
  • Oversaw deployment, configuration and documentation procedures for [Software].
  • Documented technical specifications and project testing methods for future reference.

  • Participated and contributed to best practices to drive software development lifecycle.
  • Implemented and tested enhancement feature requests to improve product functionality and extend performance.
Erie Insurance - Claims Supervisor
Parkersburg, WV, 01/2007 - 04/2016
  • Approved reserves and payments up to $25,000 authority level.
  • Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
  • Reviewed settlements, litigation and team best practices to maintain high standards of quality.
  • Evaluated and motivated employees to continuously develop and grow in both performance and knowledge.
  • Managed team members effectively to meet high production standards with accurate results.
  • Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
  • Motivated team members to maintain targeted turnaround time to obtain processing goals.
  • Collaborated with quality team regarding quality assurance reviews.
Ust Global - Senior Claims Examiner
Bentonville, AR, 01/2002 - 01/2007
  • Conducted daily reviews on claim files and verified sending of status letters to policyholders.
  • Entered claim transactions, payments, reserves and other documentation.
  • Identified cases with processing deficiencies or requiring higher-level support and coordinated management.
  • Paid and processed claims within designated authority level.
  • Handled and processed variety of claims, including attorney represented, attorney not represented and claims in suit.
  • Investigated questionable claims to determine payment authorization.
  • Reviewed, evaluated and adjusted claims to promote fair and prompt settlement.
  • Adjusted reserves to maintain consistency with established operational and risk guidelines.
  • Completed required investigations on referred files within established timeframes.
  • Consulted accountants, engineers, lawyers and physicians when needed.
  • Obtained necessary information to complete proper evaluation of injury claims.
  • Reviewed claims to ensure accuracy, resulting in multiple claim reductions.
  • Gathered information from various third parties to determine claim acceptability.
  • Communicated with personnel and legal counsel on claims involving litigation.
Lowe's Companies, Inc. - Product Manager
Hagerstown, MD, 01/2000 - 01/2002
  • Defined and analyzed product metrics to facilitate growth of product.
  • Recommended policy changes to improve marketing tactics and strategies.
  • Supported new business development by designing appealing product sales promotions.
  • Collaborated with marketing team and functional management to achieve business and marketing strategy objectives.
  • Collected and analyzed market research data for use in forecasting.
GEICO, Government Employees Insurance - Auto Sales Supervisor and Retention Analyst
City, STATE, 01/1998 - 01/2000
  • Supported sales team by monitoring daily operations and providing information and procedural guidance to staff.
  • Collaborated with management and executives and made strategy recommendations based on insights into sales operations.
  • Recognized employee skill lags and closed gaps with enhanced training and personal mentoring.
  • Managed sales team of 10 associates, setting performance goals and strategies for attaining objectives.
  • Supported business performance targets to drive improvements in sales and customer satisfaction levels.
  • Mentored employees in management of complicated sales, complex issues and difficult customers.
  • Promoted culture of customer focus, product knowledge and production solutions to build loyal customer base.
  • Led employee performance evaluations and rewarded top performers to retain quality personnel.
GEICO, Government Employees Insurance - Underwriting Associate and Supervisor
City, STATE, 01/1993 - 01/1998
  • Determined level of acceptable risk by reviewing applications for coverage and loss control reports.
  • Worked with colleagues to review, accept or deny new and renewal business.
  • Utilized understanding of underwriting guidelines to keep work in line with government regulations and company requirements.
  • Leveraged customers' history, industry and demographic information to calculate renewal rates.
  • Collaborated with teams to develop new reports and models, driving pricing accuracy.
  • Helped employees improve performance by closely mentoring new members, completing quarterly reviews and developing improvement plans to correct deficiencies.
  • Built and managed highly successful team of 10 underwriters.
  • Achieved and maintained high scores in team performance and customer satisfaction.
  • Gathered and analyzed information to determine risk acceptability.
GEICO - Homeowner Sales & Service Associate (call Center)
City, STATE, 02/1991 - 01/1993
  • Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Consulted with customers regarding needs and addressed concerns.
  • Processed customer account changes with proprietary software.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Helped clients navigate online systems within established frameworks to obtain services.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Sold various products by explaining unique features and educating customers on proper application or usage.
  • Assisted teammates with sales-processing tasks to meet daily sales goals.

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Resume Overview

School Attended

  • Georgia Institute of Technology

Job Titles Held:

  • Senior Software Analyst
  • Claims Supervisor
  • Senior Claims Examiner
  • Product Manager
  • Auto Sales Supervisor and Retention Analyst
  • Underwriting Associate and Supervisor
  • Homeowner Sales & Service Associate (call Center)

Degrees

  • Bachelor of Science

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