Dawn Bell

Business Analyst - Orchid Insurance Company

Fort Pierce, FL - Email me on Indeed: indeed.com/r/Dawn-Bell/3914b349db772636

WORK EXPERIENCE

Business Analyst
Orchid Insurance Company - Vero Beach, FL - November 2016 to Present
As a business analyst, I am documenting requirements, user stories, test cases and coordinating UAT testing
for a new underwriting portal application. In addition I am documenting policy forms and state specific triggers
to ensure the required policy forms are issued into a new business policy jacket. I am also executing scripted
and unscripted testing documenting defects and change requests that will enhance the functionality of the
work flow to providing a better user experience.

Contact Center Requirement Analyst

Nationwide Insurance Company Corporate Headquarters - Columbus, OH - January 2015 to November
2016
In my role as a business analyst, I am working on multiple contact center application projects simultaneously,
participate in weekly stand ups, complete pre-discovery work to gain an understanding of the effort and
goal state solution, facilitate requirement gathering meetings, estimated upcoming new projects, writing
requirements and use cases for a variety of small, medium, large, and minor enhancement projects for their
contact center. I meet and work with a variety of small and large cross functional teams from business owners,
business leads/SME, application owners, developers, architects, testers, and technical development leaders
to document current state flows and goal state requirements.

While working on IVR projects I offered suggestions to the business for their consideration by adding marketing
product messages, during long hold times after xx minutes add messaging of self serve options via their
webpage, for small business units that are not customer facing suggested to add voicemail and or email option
during high call volumes and long wait times. I enjoy the challenge of finding a solution to make the users
experience as seamless as possible.

Below I have listed project details in which I have written requirements, use cases, and documented current
and goal state processes:
Requirements documented for a Work from Home Project for Personal Line Services Call Center Associates
that has selected a combined total of 300 associates from all servicing locations to participate in the expansion
of the WFH initiative.
Upgrade to the entire Qfiniti call recording platform from version 3.5.2 to Qfiniti 10.5. Requirements
documented to validate no disruption to current call recording functionality and no impact to reporting
capabilities.
NSS Personal Lines Sales request to segment sales prospect callers in the PLPS and Sales IVR by adding
new prompts for those that qualify for the nonstandard auto products based on no prior insurance experience.
Commercial Farm and Claims Business Units wants to use the spare aggregation key for aggregate data in
Info Mart. Commercial Farm wants to add "Caller State" and Claims wants to add Routed Skill Expression.
This will allow more robust information to be available in their reports.
Member Solutions is requesting a report to identify when someone is taking phone calls and the solution has
stopped and is not call recording in Qfiniti or Callcopy
 Updating the incorrect branding within Fusion will assist agents in referencing the correct products within
Fusion and continue the pathway of Fusion and NSS to "one brand". This enhancement consists of modifying
database tables to change the platform names from THI and Titan to WebPOS. Oracle Database update only.
Need to measure time off taken within the business units for Member Solutions to show unplanned shrinkage
the business units are experiencing. Need My Time data to reflect whether an associate's time off is FMLA, etc.
protected or not protected, need hours approved off with date and time submitted details, and hours available
to be taken (future scheduling.) An Oracle Lighthouse Database view is created in LTHWFM.
Ability for MCR's to toggle between current hh:mm:ss format and second's format in the call timer feature
in Softphone. The setting will be remembered for each associate so they won't have to select each time they
login to softphone. The toggle ability would be configurable by Business Unit. This toggle feature by default
will be turned off for all Business Units unless they want to turn it on.
Genesys Interactive Insights reporting tool enhancing their reporting capabilities - This project installed
Genesys Infomart with Interactive Insights for CSC and FSC Contact Centers. The project implemented the
product to gather reporting data and train associates on the new reporting tool.
I360 data into Lighthouse - The Business Metrics & Analytics team was in need of getting i360 data that
is currently stored in a SQL server into the Lighthouse data warehouse to allow for better data management
and reporting.
Web Support IVR Expansion - Direct and Member Solutions want to expand the number of locations for the
Web Support contact center team. The team was operating out of the Lynchburg location only. Calls reach this
team via a TFN which directs to an IVR routing call to various business units including P&C sales and service,
NF, Titan service etc. The routing targeting the Direct Web Support team is accomplished using Avaya CMS
skills. This changed to Genesys call routing.
Verint Data Processing & Analytics - The pilot of the Verint out of the box DPA solution added a layer of
performance data for the processing centers in CSSS. This pilot provided processing leadership the benefit to
electronically capture website and application data to manage productive, non productive, and idle time, more
accurately forecast future work, opportunity to streamline processes, and identify coaching opportunities.
Claims Contact Center IVR routing enhancement project - IVR Efficiencies introduced enhanced and new IVR
navigation and features, identifying and providing new routing for medical provider calls, specialized handling
of agency calls, and updated handling for property and Spanish/Chinese calls with unique call types and/or
skilling associated with each.
New contact center set up for IVR skill based call routing for Gainesville location - A 300-350-person contact
center is planned for the Gainesville, Florida building. This size will be accomplished over time. The intent of
this project was to establish the infrastructure to support Member Solutions - Personal Lines Services (Call
Center) associates and the appropriate contact center required tools and licenses. This should replicate the
set up of the Personal Lines Call centers in Dublin, Des Moines, and San Antonio.
Oracle Server upgrade/database migration - The CTI databases were hosted on out of warranty shared Linux
servers. This deliverable refreshed the databases to a new set of shared Linux servers by migrating them to
the current Oracle version 12.
Outside vendor IVR and call routing set up for a Virginia location - Direct Sales contact centers were
experiencing high call volumes and are unable to scale up or down in a timely manner which resulted in higher
abandonment rate. The selected vendor Sutherland Global will handle the call overflow. Sutherland Global will
staff 22 agents, a QA Manager, SME, and Team Leader at their Chesapeake, Virginia location.
Schedule Future Payments - Members were not able to schedule a future payment via IVR. They were
limited to paying their bill at the time they interact with us. With this enhancement members have the ability to
schedule a one-time EFT or one-time bankcard payment to be executed on a date in the future (within certain
parameters) and a confirmation text message is sent.
Last Day to Pay via IVR - Communicate to members the last day to pay to avoid a lapse in coverage for
policies in warned status via the IVR and include verbiage in a one time text message request.
 Call Routing and Recording - The Sales Compensation Support team currently utilizes option 4 on
800-940-7757. This TFN is currently set up as a voice mailbox the team retrieves voice messages from. This
project is to re-configure this TFN so they can take live calls.
Personal Lines Service would like to route most frequent callers to a smaller subset of MCRs that are trained
to spend time working with members to understand the drivers of their higher call volume in an effort to increase
efficiency and mitigate calls. This is in addition to a complexity routing rule that routes callers who've called
within the last 14 days to a complex rep. That rule would remain as it is today, and this request would be in
addition to it.
Personal and Commercial Lines Underwriting, through regional realignment, is consolidating underwriting
locations down to two in the next few years. The Underwriting organization desires the capability to leverage
resources in a virtual way in order to best manage time, service, and agent experience expectations. With
this ability Personal Lines Underwriting are able to create efficiency and expense savings by leveraging the
capability to understand call volumes, services levels and staffing needs real time and in the future using
genesys call routing.

Business Systems Analyst

State Farm Insurance Company Corporate Headquarters - Bloomington, IL - January 2013 to December
2014
In my role as a Systems Business Analyst, working within a PMO environment, I had worked with risk
management, mitigation and contingency plans, participate on the change advisory board (scope and
change management), worked on several agile methodology projects Business Processes and Associate
Management, Telephony, IVR call routing, Customer Experience Insight (after chat and after call surveys, and
negative feedback tracking system), Hold Place in Queue and NLP for a call center.
As a systems business analyst my primary duties are meeting with Business Architects, Application Architects,
and the Business Department owners, creating and reviewing business process work flows, reviewing and or
writing business requirements, writing test cases and scenarios, system testing, ad-hoc testing and scripted
user acceptance testing. Also, tracing the requirements to the test cases and scenarios to identify, document,
and escalate any possible gaps, dependencies, issues, and risks. I have utilized a variety of web based
platforms Trac (defect management repository), Salesforce CRM, Mega (architecture repository), and TestLink
(test plan and test case repository). I have conducted research and interviewed business owners to get
educated on their processes and prepared executive summaries and reports.

Business Analyst
Illinois Department of Transportation - Springfield, IL - October 2012 to December 2012
For a grant management program as a Business Analyst, I wrote test cases for user acceptance testing and
tested system functionality in relation to the business requirements for a Microsoft Dynamics CRM application
and web portal, documenting system issues and enhancement suggestions for the developers in share point.

Compliance Consultant/Business Analyst

Horace Mann Insurance Company Corporate Headquarters - April 2007 to May 2012
Beginning in October 2005 I began working on multiple agile methodology projects as the liaison with the
programmer from inception to implementation utilizing Serena Team Track software application. Working my
way up to becoming the SME for the Serena work flow process management web based application. With this
application it helped the organization automate many manual tasks saving time, dollars, and providing audit
trails required by internal & external auditors.

The first project a complaint management solution, I provided information and requirements on current
processes, provided enhancement suggestions, created and executed the test cases for system and UAT,
created all the reports, and trained the business owners. This program was used to enter complaint information
received from a variety of sources consumers, 3rd party claimants, attorneys, and the department of insurance.

Documented the Laws and Regulations Compliance process management work flow for Serena Team Track
software, prepared the business case proposal, documented requirements, test cases, and executed the test
cases. This program tracked and monitored compliance with new and existing laws and regulations as they
impacted different divisions in the company. Also created the user manual and trained all the compliance
representatives and business partners.

Documented VOC (Voice of the Customer) process management work flow in Serena and prepared all test
cases, performed system and user acceptance testing. This application was a strategic tool for tracking and
monitoring defector customer's feedback. Created reports from this application from the feedback entered as
a result of monthly defector surveys.

Various Roles
Horace Mann Insurance Company Corporate Headquarters - Springfield, IL - November 1988 to May
2012