DOROTHY MITCHELL262.271.6534 | dot4mitchell@gmail.com | Suwanee, GA

Seasoned Business Professional with 15+ years of experience, specializing in training, operations, and quality analysis across the insurance and banking industries. Lifelong learner, with passion for training and developing others. Expert in driving continuous process improvements, implementing systems to increase efficiencies and productivity, and developing documentation and reporting to streamline workflows. High impact team member, engaging teams in process analysis, and strategy development, to achieve organization objectives. . I thrive on new challenges and my innovative approach to improvement, along with my desire to learn, I will prove to be an asset to your company.

COMPETENCIES Operations/Production Claims Processing Training/Development Administration

Productivity/Efficiency Process Improvement Quality Assurance Trend Analysis

Documentation/Reporting Leadership Communication/Presentation Technology Savvy

PROFESSIONAL EXPERIENCE AIG 10-11-2004-2015Subject Matter Expert/Trainer/Team Lead

Resolved escalated and sensitive issues, researching information in internal systems and engaging external sources to obtain additional relevant information.

Trained 10-20 new-hire and present employees. Created and reorganized training modules for business partners. Obtained supporting reports and documents to assist with logging information into 5 tracking

systems.

Claims Setup Technician 2013-2015

Gather timely and accurate information to ensure data integrity in all claims, including making follow up calls to ensure data accuracy.

Verify coverage by research policy information and loss descriptions. Request and obtain supporting coverage information, including policy, endorsements and Special

Account Instructions (SAIs). Obtain and ensure policy information is up to date in system and work with relevant parties to obtain

and ensure policy information is current. Assign severity coding based on loss description. Run models and ensure accuracy and validity of results. Setup acknowledgment letters to insured and brokers in accordance with SAIs. High Production environment – claims produce daily 36 – 50.

Validation Technician Subject Matter Expert/Trainer 10/11/2004-2015

Produced quality product in high production environment, with 566+ claims daily, utilizing proprietary claim systems.

Facilitated training for automated processes in Microsoft Outlook, focusing on increasing productivity and accuracy through leveraging technology.

Improved quality and quantity to 97%-99% through engaging team in training and process analysis. Decreased pending rework and investigation claims from 80% to 20% through creating and

implementing streamlined process defining areas of responsibility for handling these claims. Validated claim information through obtaining and analyzing information, made follow up calls to

ensure integrity of data. Worked directly with customers, resolving complex and escalated issues through identifying customer

needs and providing customized solutions to balance organization and customer requirements. Analyze and research workers compensation claims.

DOROTHY MITCHELL | 262.271.6534 | DOT4MITCHELL@GMAIL.COM 2

Provide help to other areas such as quality control when needed.  Helped maintain, implement and update the Validation Department Standard Operation Procedure

Manuals.  Worked as a liaison between staff and management in the implementation of process training.  Provide my services as an expert validator assisting with various departmental roles, and allotted

quota significantly enhancing output on a daily basis.

- Previous Experience –CHUBB INSTITUTE – Administrative Assistant – 2003-2004M&I BANK – Administrative Deposit Specialist 2000-2003AUDIO INTERNATIONAL INC. – Electronics AssemblyUNIVERSITY HOSPITAL – Lab and Medical Assistance, X-ray’s, Osteoporosis and Bone Density TestsLOCKHEED MARTIN CO. – Machinist, Electronics Assembler, Floor Trainer – 1984 -1996

PROFESSIONAL DEVELOPMENT Associates Degree, Medical Administrative Assistant, Billing and Coding – The Chubb Institute, Atlanta, GAAssociates Degree, Commercial Advertising, Photography – Arkansas University Technical College, Camden, ARBanking Certification – American Banking Association, Warren, ARParalegal Certificate – University of Georgia, Lawrenceville, GAMedical Assistant, Laboratory Technician – Eastern College of Allied Health, Little Rock, ARAdvanced Certificate Computer Aided Design (CAD) – Southern Arkansas University Technical College, Camden, ARContinuing Education Courses – Insurance Fraud; Claim Investigation; Policy Analysis; System Applications; Records and Information Management; Business Writing; Adjuster Pre-licensing

AWARDS Hub Hero – AIG, 2007, 2012,

2015 Attendance Award – AIG, Who’s Who Award – Chubb Institute,

2004

Customer Service Appreciation Award – M&I Bank, 2002-2003

Perfect Attendance, 5 Year Award – Lockheed Martin Co., 1990