Experience

Cordova

• United States
• Staffing and Recruiting
• 1 - 100 Employee

• Quality Assurance Analyst

  • Jul 2022 - Present



Mutual of Omaha

• United States
• Financial Services
• 700 & Above Employee

• Senior Business System Analyst

  • Jan 2022 - Aug 2022

  Dallas-Fort Worth Metroplex

• Business Analyst

  • Apr 2017 - May 2022

• Process Analyst Coach

  • Mar 2016 - Apr 2017

  United States -Monitor employee behavior and identify areas of improvement while providing insightful, helpful feedback on evaluations. -Monitor the call center floor and assist those needing help on incoming call inquiries. -Identify performance gaps and root causes including missed opportunities and creates solution alternatives. -Listen and evaluate customer calls utilizing quality tools to document interactions for assigned programs, channels and sites.



Mutual of Omaha

• United States
• Financial Services
• 700 & Above Employee

• Associate Underwriter

  • Aug 2015 - Dec 2015

  United States -Analyze, appraise, and classify applications for Medicare Supplemental insurance to ensure acceptable levels of mortality within approval authority. -Review industry publications and stay abreast of new and complex products, advances in underwriting techniques, and the state and federal legislation that governs or impacts the industry. -Communicate regularly in both written and verbal form with policy owners, applicants, agents, brokers and others on a variety of subjects concerning… Show more -Analyze, appraise, and classify applications for Medicare Supplemental insurance to ensure acceptable levels of mortality within approval authority. -Review industry publications and stay abreast of new and complex products, advances in underwriting techniques, and the state and federal legislation that governs or impacts the industry. -Communicate regularly in both written and verbal form with policy owners, applicants, agents, brokers and others on a variety of subjects concerning underwriting procedures and decisions. Show less



First Data Corporation

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Associate Project Manager

  • Jan 2015 - Aug 2015

  United States -Facilitate the day-to-day coordination of projects while adhering to standards and sponsor expectations while ensuring client requirements are met. -Initiate daily stand up meetings with the application teams and prepare daily progress reports on the ongoing projects. -Establish and sustain effective, professional relationships with IT and business managers. -Provide the necessary expertise, direction, motivation and encouragement to the team. -Demonstrate leadership qualities… Show more -Facilitate the day-to-day coordination of projects while adhering to standards and sponsor expectations while ensuring client requirements are met. -Initiate daily stand up meetings with the application teams and prepare daily progress reports on the ongoing projects. -Establish and sustain effective, professional relationships with IT and business managers. -Provide the necessary expertise, direction, motivation and encouragement to the team. -Demonstrate leadership qualities including flexibility and adaptability to changes in roles and responsibility as required. -Provide weekly updates/analysis/trends or anomalies to the Project Manager on the statuses of all items that are tracked.

• Project Lead

  • Aug 2013 - Dec 2014

  United States -Lead first project of updating phone application to Genesys Workspace. -Involved in managing project that involved the development of CSR tools for the client service center. -Provide analysis of inquiries addressed/handled to be completed for the pursuit of improvement opportunities in the Client Experience Team. -Collaborated with development team and clients on initiatives that involved creating desktop tools to support existing applications.

• Client Experience Team Member

  • Mar 2013 - Aug 2013

  United States -Act as liaison between Business Consultants and internal departments to communicate, research, and investigate client issues. -Work with Business Consultants on a daily basis and assist with back office request. -Overview data given by the client to determine root causes and able to make recommendations to resolve the issue at hand. -Explain in detail credit card processing rates and fees while providing the client a complete rate review. -Analyze data and workflows to determine… Show more -Act as liaison between Business Consultants and internal departments to communicate, research, and investigate client issues. -Work with Business Consultants on a daily basis and assist with back office request. -Overview data given by the client to determine root causes and able to make recommendations to resolve the issue at hand. -Explain in detail credit card processing rates and fees while providing the client a complete rate review. -Analyze data and workflows to determine root causes and make recommendations to gain efficiencies and coordinate the rollout of client-specific procedures within the service center.



Sitel Group

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• PST Agent

  • Dec 2012 - Mar 2013

  United States -Assess a customer's needs and resolve their issues in a prompt and effective manner. -Taking in-bound calls from customers who have indicated a desire for changing/adding programming, bundling internet and phone services, and/or equipment in an attempt to sell the products for DIRECTV customers -Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services -Determine the wants, interests, and needs of the… Show more -Assess a customer's needs and resolve their issues in a prompt and effective manner. -Taking in-bound calls from customers who have indicated a desire for changing/adding programming, bundling internet and phone services, and/or equipment in an attempt to sell the products for DIRECTV customers -Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services -Determine the wants, interests, and needs of the customer to identify the best programming, bundling, equipment and other service needs in the interest of providing an outstanding customer experience. Show less