Deborah Bonner
Sandy Springs
Summary
Analytical and technology-savvy professional with experience in insurance operations, claims analysis, and billing resolution within digital and customer-facing environments. Proven ability to interpret data, identify process inefficiencies, and collaborate across cross-functional teams to improve workflows, enhance customer experience, and support digital transformation initiatives.
Overview
19
19
years of professional experience
Work History
Customer Care Specialist III, Billing ECC
State Farm Insurance, Inc.
10.2023 - Current
- Analyze complex billing and policy issues, identifying root causes and driving resolution across teams.
- Leverage data and internal systems to resolve discrepancies and improve service accuracy.
- Collaborate with operations and technology teams to improve workflows and customer outcomes.
- Support system modernization efforts by identifying trends and process gaps.
Settlement Modification Analyst
Mphasis / Digital Risk
08.2020 - 01.2022
- Managed high-volume case data with accuracy and compliance.
- Improved team efficiency by 25% through workflow support and process improvements.
- Partnered across teams to resolve issues and streamline operations.
- Served as subject matter expert, translating complex processes into actionable guidance.
Claims Associate /Claims Specialist
State Farm Insurance, Inc.
02.2017 - 08.2020
- Investigated claims and analyzed data to support accurate liability and coverage decisions.
- Collaborated with internal and external stakeholders to ensure timely resolution.
- Managed high-volume caseloads in fast-paced environments while maintaining quality standards.
Massage Therapist
Independent Contractor
03.2007 - 04.2016
- Manage a client based business and delivered personalized sessions and maintaining long-term relationships.
- Assessed client needs and developed tailored solutions, strengthening analytical and client-facing skills
- Managed scheduling, operations, and service delivery independently.
Education
Bachelor of Science - Communications
Clark Atlanta University
Atlanta, GACertification - Sports Massage
Western Institute of Neuromuscular Therapy
Laguna Niguel, CASkills
Data Analysis Process Improvement Digital Channel Support Customer Journey Optimization
Cross-Functional Collaboration Stakeholder Communication Problem Solving Performance Tracking
Languages
English
Native or Bilingual
Interests
- Mindfulness Practices
- Hiking
- Passionate about balancing physical health with mental and emotional wellness
- Creative Writing
Timeline
Customer Care Specialist III, Billing ECC
State Farm Insurance, Inc.
10.2023 - Current
Settlement Modification Analyst
Mphasis / Digital Risk
08.2020 - 01.2022
Claims Associate /Claims Specialist
State Farm Insurance, Inc.
02.2017 - 08.2020
Massage Therapist
Independent Contractor
03.2007 - 04.2016
Bachelor of Science - Communications
Clark Atlanta University
Certification - Sports Massage
Western Institute of Neuromuscular Therapy