Work Experience

@Farmers Insurance Group

Business Integration Program Coordinator

March 2012 – present

Farmers Records Management, Woodland Hills, CA

  • Responsible for records management governance of the entire enterprise, including records compliance, formulation and maintenance of policies and procedures, creation and management of records inventories, compliance monitoring, measurement and reporting.
  • Acquired Records Management expertise and SharePoint administration skills without prior experience, education, or formal training.
  • Promoted the Farmers Records Management (FRM) Compliance Scorecard program to promote awareness, improve standards of corporate compliance, increase operational efficiency, prevent data security breaches, mitigate the risk of discovery without losing the sight of litigation and storage costs.
  • Facilitate communication across most business units within enterprise as well as propagate the importance of records management practices to all employees.
  • Maintain SharePoint-based website as the sole administrator.

Service Consultant

November 2011 – March 2012

Service Operations, Pocatello, ID

  • As Business Communication Center (BCC) Process Lead Became familiar with every aspect of BCC operation to support the process owner with daily decision-making.
  • Calibrated communication with project managers for BCC processes as well as outside vendors.
  • Organized workflow and proactively sought process improvements.

Property & Casualty Underwriter

April 2005 – November 2011

Service Operations, Pocatello, ID

  • Gained comprehensive understanding and application of underwriting philosophy.
  • Provided agents with viable options for eligibility and acceptability of existing and new exposures based on the presented characteristics of the risk.
  • Assisted peers in the capacity of Subject Matter Expert.
  • Worked on several unrelated temporary assignments, including Subscription Agreement team supervisor, Document Validation Team supervisor, and Operation Garage and CA Miles Driven projects supervisor.

Document Validation Team Acting Supervisor

April 2009 – August 2009

Service Operations, Pocatello, ID

  • Acquired valuable knowledge of validation process and its impact on other Farmers departments, teams and service operations.
  • Motivated employee performance, coached them on performance requirements and promoted continuous improvement in productivity, quality of work, adherence, teamwork and self-development.
  • Managed several projects as well as the personnel matters simultaneously.

Customer Service Representative

July 2002 – June 2003/November 2003 – April 2005

Service Operations, Pocatello, ID

  • Gained a comprehensive overview of insurance industry.
  • Resolved customer concerns and problems with tact and efficiency.
  •  Multitasked to respond to several dozens of phone calls per day competently and professionally.


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