About Me

Strong operations professional with over 15 years of experience in the insurance industry. Skilled in Data Analytics, Business Development, Quality Control and Costumer Service.

Business Analyst

Universal Insurance Group / June 2022 – Present

·        Review Fogbugz tickets created by the business and send to appropriate resource for resolution

·        Create defects in Rally and assign to developers

·        Assist with system testing as needed

·        Write business requirements for development team

·        Oversee testing completed by offshore team, validate the issues reported and escalate to Rally

Customer Service Supervisor- Quality Control and Reporting

Universal Insurance Group / March 2016 – June 2022

·        Listen to a set number of calls per CSR each month and complete audit forms

·        Send coaching opportunities to corresponding Supervisors

·        Complete weekly, monthly and quarterly production and quality reports to share with executive team. Complete monthly scorecards for Supervisors to share with their team members

·        Review processes and training documents to implement changes based on quality results

Customer Service Supervisor

Universal Insurance Group / August 2012 – March 2016

·        Involved in hiring and training new CSRs

·        Responsible for a team of 9 CSRs

·        Weekly one on one coaching on audit results

·        Assist in creating procedure changes as needed

·        Work with Quality control team to create the proper quality control parameters

·        Use data from audits and systems to provide team with scorecards

Customer Service Senior

Universal Insurance Group / June 2010 – August 2012

·        Assist clients with policy changes and coverage questions via phone and email

·        Document processes and create training guides

·        Responsible for training new CSRs

·        Process policy changes from Work queues