Novi, MI 48374 Phone: 248-349-3486 | Email: dbrehler@ameritech.

net

Donna Brehler

Targeting a Position as: PROGRAM/PROJECT COORDINATOR

Value Offered
Solid Skills
Strong organizational skills to prioritize workflow and deadlines. Exceptional multi-tasking ability and customer service skills. Detail oriented. Experienced in creating documentation and data reports to customers satisfaction.

Project Experience
Have led, planned, implemented, and/or coordinated many projects/programs over 10+ yrs ranging from software and server migrations, business continuity plans, document management implementations, and SharePoint intranet sites development.

Technical Skills
Proficient in: MS Excel, Word, and Outlook Experienced with SharePoint, Terminal Server, Windows Server, MS Exchange, Windows, MindMap, DocStar, Accura Image

Program/Project Management Highlights

Network Migration Project - Planned and coordinated with the IT vendor in migrating the agencys local area network to a cloud-based network. Maintained project schedules, meeting summaries and status reports to ensure effective, ongoing communications for owners, managers, and all employees. Agency-wide Procedure Manual Project Analyzed current workflow, procedure and processes identifying redundancies and then successfully streamlined the workflow process extracting efficiencies from the automation platform. Responsible for structuring a new training program for employees and agents on the new written procedures. Business Continuity Plan Project Served as project leader from concept to written plan and testing in writing a business continuity plan for my entire organization. Collaborated with and communicated expectations and updates to all stakeholders throughout the project. The success of this project led to expanding our consultant services leading our clients through this business model for writing their own business continuity plan. SharePoint Intranets Self-taught Windows SharePoint Services to create a means to collaborate effectively throughout my entire organization on projects and share documents for day-to-day business operations. Again, our consultant services were expanded to include leading our clients in planning and implementing their own company intranet program. Multiple DocStar Implementations Led agencies that purchased the DocStar document management program through all phases of the implementation plan providing facilitation of meetings, written documentation and training.

PROFESSIONAL EXPERIENCE
NuStar Insurance Agency, Inc. , Novi, MI March 2010 to October 2013

IT & Office Manager

Primary Responsibilities:
Develop and monitor agency automation standards, workflows, and procedures to ensure high quality service to our customers and audit for compliance Collaborate with the agency managed service provider regarding the agency's hardware and software in keeping user down time to a minimum Establish and maintain a system data retention program Accountable for managing and keeping to a minimum all ex penses related to hardware, software, contracts and all other IT related expenditures System Administrator for multiple servers Small Business Server 2011, Exchange Server, Fax Server, Terminal Server, Applied TAM Server (CRM)

Achievements:
Created an electronic new business submission workflow process in Personal Lines saving time and minimizing redundant handling Introduced agency to technology applications to enhance collaboration effectiveness in accessing documents using SharePoint Services Implemen ted a screening process for Commercial Lines new business submission process to eliminate the quote mill affect thus increasing our effectiveness quoting and writing the business when quoted

Coordinated a producer training program broadening their capabi lity to upload with carriers increasing their effectiveness in servicing our clients and faster policy issuance Developed an automated renewal policy review process saving our CSRs hours of work and getting more accurate information for renewal quoting and policy issuance Introduced document scanning to two departments reducing time in retrieving client information Planned and coordinated successful migration from LAN to Cloud -based servers and then back to LAN again SMART I.T. Services, Inc. , Sterling Heights, MI May 2005 to March 2010

Agency Services Coordinator

Primary Responsibilities:
Collaborate with both internal and external customers on various projects providing exceptional customer service. Lead customers through the process of the document ma nagement implementation process; consulting with clients to streamline workflows and extract efficiencies through the use of software and procedures; provide customer training on a number of software programs Develop, write, and edit computer -related technical and administrative documentation

Achievements:
Won the prestigious 2008 Employee of the Year award for Excellence in Customer Service Assisted customer through agency acquisition process Self-taught Window SharePoint Services and then developed and maintained SMARTS intranet including a Document Repository Developed automation standards, workflows, and procedures for our service and support department Served as project leader in developing our business continuity plan Mason-McBride, Inc. , Troy, MI Jan 1996 to May 2005

IT and Operations Manager

Primary Responsibilities:
Oversaw the day-to-day business functions in the areas of automation and operations reducing downtime, compliance with policies and procedures, employee training, hardware and s oftware purchases, budgeting, agency acquisition, and interface with our insurance carriers to name a few.

Customer Service Representative

Provided customer service to hundreds of my customers analyzing their insurance needs, responding to inquiries about products and services , and resolve customer complaints

Achievements:
Created an agency intranet site with the use of SharePoint Services and Microsoft Front Page to serve as a repository for our policies and procedures with easy access Introduced Mason-McBride to C.A.R.O.L. (Customer Account Rep On -Line), a value-added web application. Planned, implemented and trained staff how to use. Wrote procedures and workflows for handling the requests issued through the C.A.R.O.L. program to service our clients m ore efficiently Planned and coordinated the migration from Pathfinder to AFW agency management system and the migration from Lotus Notes to Outlook email system Planned, implemented and trained employees on the use of the Accura Imaging system.

EDUCATION
Graduate of St. Ladislaus High School, Hamtramck, MI

ACHIEVEMENTS/CERTIFICATIONS
Won the prestigious 2008 Employee of the Year award for Excellence in Customer Service Graduate of the Novi C.E.R.T. (Community Emergency Response Team)

REFERENCES
Available upon request