Janoi Hamilton

Operations Analyst - DUAL North America - Remote

(2024-08)

Analyzed operational workflows across insurance processing teams, tracking policy issuance, endorsements, binding activity, renewals, cancellations, backlog, aged items, and production volume.
Built daily executive snapshots and weekly progress reports for Operations and Underwriting leadership, surfacing KPI trends, workflow bottlenecks, SLA risks, aged work, and recommended next steps.
Used AIM, ImageWright, SQL Server Management Studio, and Excel reporting to investigate queue issues, validate workflow status, and identify process gaps affecting operational performance.
Partnered with VP and SVP of Operations to implement workflow changes that reduced endorsement and binding cycle times by roughly one third and increased weekly throughput from approximately 20-25 items to 35-40 items.
Supported process standardization by auditing state-specific forms, identifying that approximately 25% were outdated, and rebuilding a compliant forms library by state and line of business.
Collaborated with leadership and operations teams to improve reporting discipline, workflow visibility, documentation accuracy, and execution against performance targets.

Vendor Operations Coordinator - Chewy - Plantation, FL/Hybrid

(2024-05 - 2024-07)

Managed a daily queue of approximately 45-60 Jira tickets at a fintech retirement platform, processing participant disbursement requests within 3–7-day SLA requirements.
Supported regulated financial operations for loans, rollovers, withdrawals, hardship distributions, and required minimum distributions while following plan rules, policies, and internal controls.
Verified account ownership, participant eligibility, employer records, employee records, and request documentation to maintain data accuracy and reduce operational risk.
Tracked ticket status, exceptions, processing steps, and final resolution before closing requests in internal systems.
Performed fraud and anomaly checks on disbursement requests, escalating suspicious, incomplete, or inconsistent cases for review and resolution.
Participated in QA testing of a homegrown document and data management tool, validating record structure and identifying issues that could impact daily operations.
Documented processing expectations, exceptions, and operational issues to support consistent execution, quality control, and service-level performance.

Operations Analyst - Vestwell - Remote

(2022-12 - 2024-04)

Designed and owned a Jira-based workflow that replaced ad hoc email and spreadsheet tracking, creating structured statuses, clearer accountability, and improved operational visibility.
Supported M&A-related vendor workflows by tracking records, configuration issues, outstanding volume, stalled cases, documentation status, and required follow-up.
Managed an active backlog of approximately 275-340 vendor records, tracking completions, in-progress work, bottlenecks, stalled cases, and closure activity.
Used MySQL-sourced reporting to support weekly operational reviews covering completed records, active work, process gaps, backlog size, and vendor closure activity.
Resolved approximately 30 Oracle ERP tickets per week involving vendor account issues, frozen accounts, configuration problems, and platform access issues.
Partnered with Legal, Product, Customer Service, and Operations teams to clarify workflow requirements, escalate blockers, and drive unresolved records to completion.
Reduced vendor backlog from approximately 340 to 210 records through structured workflow tracking, reporting visibility, and consistent stakeholder follow-up.

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