BONNIE THUILLIER262 Second New Hampshire Turnpike * Hillsboro, NH 03244 * (603) 478-5253 *

dragonlady@gsinet.net

PROFILE: BUSINESS SYSTEMS ANALYST/WORK FLOW PROCESS ANALYST

I nnovative business analyst professional with a process improvement and work flow management background. Experience in leading process improvement initiatives within divergent user group environments. Specializing in incorporating existing technical solutions that are in line with organizational objectives and improving existing work flow processes.

Work flow Management and Project Leadership SkillsRequirements Development * User Group Facilitation * Work flow Development * Process Flow Planning * Process Improvement * Resource Allocation * Statements of Work * Change Management * Work Management System Support * System Training and Education * User Acceptance and Regression Testing *

PROFESSIONAL EXPERIENCE

CUSTOMER SERVICE REPRESENTATIVE – J. A. Keating Insurance Agency – Peterborough NH April 2016 to Present

Managed insurance needs for both Personal and Commercial Lines customers. Developed a successful professional relationship with clients and company

representatives Responsible for all aspects of the book of business, from New Business to Claims

handling and including management of renewal retention

BUSINESS SYSTEMS ANALYST-Liberty Mutual - Keene, NH May 2002 - March 2015 Requirements elaboration, resource allocation, testing and drafting of test plans

and Project leadership, including the facilitation of a System User Group Providing business and technical support for multiple work management systems

and underwriting tools that incorporated underwriting and policy issuance Researching questions and opening enhancement and defect tickets utilizing a

support request database, as well as running various ad hoc reports Maintaining product and bureau reporting knowledge documentation for certain

lines of business as well as instructional material for desk level users Work management support for subsidiary companies, including work flow

development, and administration of enhancement intake process as well as process improvement duties related to the continuous improvement of the change management process.

Helped to centralize support intake for 52 different legacy systems into 1 avenue of support

Handled support for an online Workers Compensation broker rating system exclusively

Proficient in the use of MS Excel, MS Visio, MS Powerpoint, MS Word, Remedy, Sharepoint and Rational applications.

BUSINESS OWNER – Dreamer’s Den Family Entertainment – Hillsborough, NH Aug1994 – May 2002

Grew business from 600 sq.ft rented space into an 8000 sq. ft. owned facility without incurring debt, making Dreamers Den New Hampshire’s largest business in it’s market segment.

COMMERCIAL LINES CUSTOMER SERVICE REPRESENTATIVE – Kapiloff Insurance Agency – Keene, NH July 2001 to November 2001

Managed insurance needs for a book of grocery store business located in Upstate NY.

Developed a successful professional relationship with clients and company representatives

Responsible for all aspects of the book of business, from New Business to Claims handling and including management of renewal retention

COMMERCIAL LINES ASSOCIATE UNDERWRITER – Peerless Insurance Company – Keene , NH April 1997 to July 2001

4 years of progressive property/casualty insurance company experience in Commercial Lines and a strong customer service background

Competent in coding and rating of New and Renewal Business and handling the duties involved in maintaining a profitable territory in a team oriented environment

Proficient in the use of coding and rating applications and Windows applications

SELECTED ACHIEVEMENTSProblem SolvingProblem: The change management intake process for our work management system was flawed. I documented the existing work flow and resourced volunteers from subsidiary companies to form a System User Group. This Group reviewed the process, identified pain points and suggested changes to alleviate the pain points. I facilitated this Group for 2 years. Before the Group was disbanded, their function involved the review of new enhancements from a system user perspective to determine which ones would add the most value for the desk level users.Solution: Addressed issues with the system enhancement process and worked with the users to determine the best work flow for this process. Simplified the enhancement intake process so it is now easily managed. Result: Realized substantial cost savings by only implementing user approved changes of value.Communication

Problem: Support personnel changes within the Company were not always well communicated at the Corporate level. This made it difficult for corporate analysts to know who to contact when situations arose that needed subsidiary company level input.

Solution: Developed and maintained business analyst team rosters for each regional company and posted the rosters on an internal corporate website for easy access.

Result: Increased awareness of the frequency of personnel information changes and resulted in a smoother communication flow.

EDUCATION

Bachelor of Science Business Management - Franklin Pierce University 2009Master Certificate in Business Analysis - George Washington University 2013Project Management Studies - George Washington University 2011-2014Associate in Underwriting (AU) - 2000Associate in Insurance Services (AIS) – 1999