Skill Summary Quality Assurance Coordinator with more than 7 years of experience in the mortgage and insurance industry. Possesses excellent communication skills (written and orally) for effective interactions with clients and collaborates cooperatively with diverse teams. Successful in managing projects and resolving client concerns in both internal and external environments, and proficient in using Microsoft Office Suite. Proven ability to develop and implement business initiatives and marketing strategies in order to enhance business practices, while displaying outstanding leadership and conflict resolution skills.
Microsoft Office Suite
Quality Assurance Coordinator with more than 7 years of experience in the mortgage and insurance industry. Possesses excellent communication skills (written and orally) for effective interactions with clients and collaborates cooperatively with diverse teams. Successful in managing projects and resolving client concerns in both internal and external environments, and proficient in using Microsoft Office Suite. Proven ability to develop and implement business initiatives and marketing strategies in order to enhance business practices, while displaying outstanding leadership and conflict resolution skills
Assurant Specialty PropertyFebruary 2014 to CurrentResearch Specialist I/II Duluth, Georgia
Identified QA deficiencies through root cause analysis.
Developed training materials and programs to reduce errors, and improve both individual and department results.
Recognized opportunities for process improvement and proposed recommendations, and took appropriate action as necessary.
Manage complex business projects and was accountable for delivering a quality product.
Completed over 30 Policy and Procedure Memos (PPM's).
Maintained client quality expectation of 98% or higher since March 2014.
Provided statistical data and patterns of top errors by client, associates, and department
Developed action plans to target deficiencies and improve results.
Worked with various skills sets, personalities, and working styles.
Worked in conjunction with the Support Services management team to improve the overall associate and department QA scores.
Attended and lead internal/external client calibration sessions on behalf of Support Services.
Completed monthly side by sides & silent monitoring based on established KPI's.
Maintained positive, productive, and effective relationships with management and Support Services employees.
Liaison both internally and externally with clients, management, associates, and quality assurance.
Coordinated and facilitated QA training within the department on a consistent basis.
Maintained quality assurance by adhering to procedures, analyzing and providing overall support to internal and external customers.
Validated documents in accordance with established client procedures. Determined the veracity of such and took corrective action.
Proficient in handling relatively diverse assignments for multiple clients.
Managed projects such as root cause analysis to identify trends and to create problem resolution.
Provided operational support in assisting with the development and implementation of new or existing processes and accounts.
Ability to understand complex insurance forms to allow accurate updating to the client's database so clients can meet complicated regulatory obligations and to ensure the property has insurance coverage at all times.
Utilized my business sensibilities and technical skills to accomplish operations excellence.
Collaborated with management to improve internal controls and provide feedback to respective areas.
Extensive lender placed knowledge for multiple clients.
Applied advanced problem solving and analytical skills to procedures, processes and techniques.
Assisted with the development and training for new hire.
Accomplished meeting all deadlines on a performance driven team.
American Intercontinental University2002B.A: MarketingAtlanta, GA, US01/2000-2002 American Intercontinental University- Atlanta, GA B.A, Concentration in Marketing GPA 3.4/4.0 Computer Skills/Additional knowledge Microsoft Office Suite (Word, Excel, PowerPoint, MS Project, Access, and Visio) Spreadsheet design, formulas, and graphical data presentation Fidelity (Insurance billing software) TrackAll (Lender placed insurance tracking software) Agile and waterfall methodologies Critical Path Method (CPM)
Strayer UniversityB.A: Project ManagementMarietta, GA, US07/2013-Present Strayer University- Marietta, GA. B.A, Concentration in Project Management Current GPA 3.9/4.0
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Companies Worked For:
Assurant Specialty Property
American Intercontinental University
Job Titles Held:
Research Specialist I/II
B.A : Marketing B.A : Project Management
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