Dorothy Mitchell is a seasoned business professional with over 15 years of experience in training, operations, and quality analysis in the insurance and banking industries. She has a passion for training and developing others. Mitchell is skilled in driving process improvements, implementing systems to increase efficiencies, and developing documentation. She has competencies in operations, claims processing, training, administration, productivity, process improvement, quality assurance, trend analysis, documentation, leadership, communication, and technology.

1. DOROTHY MITCHELL
262.271.6534 | 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 proc ess
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
PROFESSIONALEXPERIENCE
AIG 10-11-2004-2015
Subject 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 businesspartners.
 Obtained supportingreports and documents to assist with logginginformation into 5 tracking systems.
Claims Setup Technician 2013-2015
 Gather timely and accurate information to ensure data integrity in all claims, includingmakingfollowup calls to ensure data
accuracy.
 Verify coverage by research policy information and lossdescriptions.
 Request and obtain supportingcoverage information, includingpolicy,endorsements and Special AccountInstructions (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 codingbased on loss description.
 Run models and ensure accuracy and validity of results.
 Setup acknowledgment letters to insured and brokers in accordancewith 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 claimsystems.
 Facilitated training for automated processes in Microsoft Outlook,focusingon increasingproductivity 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
definingareas of responsibility for handlingthese claims.
 Validated claim information through obtainingand analyzinginformation, made followup calls to ensure integrity of data.
 Worked directly with customers, resolving complex and escalated issues through identifying customer needs and providing
customized solutions to balanceorganization and customer requirements.
 Analyze and research workers compensation claims.
 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 assistingwith various departmental roles, and allotted quota significantly enhancing
output on a daily basis.

2. DOROTHY MITCHELL | 262.271.6534 |DOT4MITCHELL@GMAIL.COM 2
- Previous Experience –
CHUBB INSTITUTE – Administrative Assistant – 2003-2004
M&I BANK – Administrative Deposit Specialist 2000-2003
AUDIO INTERNATIONAL INC. – Electronics Assembly
UNIVERSITY HOSPITAL – Lab and Medical Assistance, X-ray’s, Osteoporosis and Bone Density Tests
LOCKHEED MARTIN CO. – Machinist, Electronics Assembler, Floor Trainer – 1984 -1996
PROFESSIONALDEVELOPMENT
Associates Degree, Medical Administrative Assistant,Billing and Coding – TheChubb Institute,Atlanta, GA
Associates Degree, Commercial Advertising, Photography–Arkansas University Technical College, Camden, AR
BankingCertification –American Banking Association,Warren, AR
Paralegal Certificate – University of Georgia, Lawrenceville, GA
Medical Assistant,Laboratory Technician–Eastern College of Allied Health, Little Rock,AR
Advanced Certificate Computer Aided Design (CAD) –Southern Arkansas University Technical College, Camden, AR
Continuing Education Courses – InsuranceFraud;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&IBank,2002-2003
 Perfect Attendance,5 Year Award –Lockheed Martin Co., 1990