Experience

eFinancial

• United States
• Insurance
• 200 - 300 Employee

• Manager of Quality Assurance

  • Sep 2019 - Present

  Bellevue, Washington, United States Rebuilt and streamlined Quality Assurance in close collaboration with executive and senior leadership emphasizing alignment of company values, transparency, and WIG/SMART goals. Created and successfully implemented new assessment standards and audits for all customer facing departments increasing skill performance and success by 250% over a two-year period Recognized by senior leadership for creating new metrics and reviews for our external partners which were immediately adopted… Show more Rebuilt and streamlined Quality Assurance in close collaboration with executive and senior leadership emphasizing alignment of company values, transparency, and WIG/SMART goals. Created and successfully implemented new assessment standards and audits for all customer facing departments increasing skill performance and success by 250% over a two-year period Recognized by senior leadership for creating new metrics and reviews for our external partners which were immediately adopted into standard operating procedure. Keen attention to detail; highlighting and presenting issues and solutions throughout the business pipeline from vendors to internal management with an eye on client and user experiences. Increased QA responsibilities to span the entire company while mentoring and cultivating the skills of all individuals and aligning them with the goals of the company utilizing Lean Mindset and Six Sigma philosophies.

• Manager of New Policy Coordinator

  • Nov 2017 - Sep 2019

  Bellevue, Washington, United States Managed a team of 15 members identifying and assessing strengths for efficiency and alignment with company goals. Identified and delegated responsibilities for individuals based on skills, caseload sizes, and time-management, while aligning daily tasks with overarching goals. Effectively restructured the team promoting communication and transparency, de-escalation and empathy, and agile shared work mentality, successfully reducing the turn around time of work to within one… Show more Managed a team of 15 members identifying and assessing strengths for efficiency and alignment with company goals. Identified and delegated responsibilities for individuals based on skills, caseload sizes, and time-management, while aligning daily tasks with overarching goals. Effectively restructured the team promoting communication and transparency, de-escalation and empathy, and agile shared work mentality, successfully reducing the turn around time of work to within one business day

• New Policy Coordinator

  • Oct 2016 - Oct 2017

  Bellevue, Washington, United States Balanced a caseload up to 650 clients throughout the USA. Responsible for scheduling medical exams, coordinating between multiple offices, and understanding requirements for multiple insurance carriers, including compliance with differing state requirements. Accountable point of contact for clients throughout the application process; communicating status to all interested parties.



City of Lake Forest

• Senior Recreation Specialist

  • Aug 2014 - Oct 2016

  28000 Rancho Parkway, Lake Forest Ca, 92630 Supervision of opening and closing duties at new 86 acre Sports Park and Recreation Center. Front desk operations. Answer phones, respond to emails, and assist community members with city programs, parks and policies. Work as the First contact point between members of the public and the city and it's programs. Cash management duties regarding accepting payments by cash, check and credit card for various programs with the city. Responsible for interacting with members of… Show more Supervision of opening and closing duties at new 86 acre Sports Park and Recreation Center. Front desk operations. Answer phones, respond to emails, and assist community members with city programs, parks and policies. Work as the First contact point between members of the public and the city and it's programs. Cash management duties regarding accepting payments by cash, check and credit card for various programs with the city. Responsible for interacting with members of the public and class instructors on the behalf of the city and for using the CLASS booking systems in coordination with other specialists to help community members get involved with various city programs. Directly responsible for planning and execution of recreation activities for children ages 6-15.

• Senior Recreation Leader

  • Jul 2013 - Aug 2014

  25000 Commercentre Dr, Lake Forest Ca, 92630 Responsible for the planning and organization of recreation activities. Supervision of events and team members, with emphasis on execution and cohesion. Assisting in organizing and leading activities for children and adults in the city's recreation programs, providing oversight and set-up during scheduled activities. Monitoring patrons to ensure they abide by posted rules and regulations at facilities. Maintaining a safe program environment for participants and staff… Show more Responsible for the planning and organization of recreation activities. Supervision of events and team members, with emphasis on execution and cohesion. Assisting in organizing and leading activities for children and adults in the city's recreation programs, providing oversight and set-up during scheduled activities. Monitoring patrons to ensure they abide by posted rules and regulations at facilities. Maintaining a safe program environment for participants and staff. Organizing indoor and outdoor games, arts and crafts. Work with youth to develop and build basic skills with an emphasis on learning, fun, and sportsmanship.

• Recreation Leader

  • Jun 2012 - Jul 2013

  25000 Rancho Parkway, Lake Forest Ca, 92630 Responsible for assisting in organizing and leading activities for children and adults in the city's recreation programs, providing oversight and set-up during scheduled activities. Monitoring patrons to ensure they abide by posted rules and regulations at facilities. Maintaining a safe program environment for participants and staff. Organizing indoor and outdoor games, arts and crafts. Work with youth to develop and build basic skills with an emphasis on learning, fun, and… Show more Responsible for assisting in organizing and leading activities for children and adults in the city's recreation programs, providing oversight and set-up during scheduled activities. Monitoring patrons to ensure they abide by posted rules and regulations at facilities. Maintaining a safe program environment for participants and staff. Organizing indoor and outdoor games, arts and crafts. Work with youth to develop and build basic skills with an emphasis on learning, fun, and sportsmanship.



Starbucks

• United States
• Retail
• 700 & Above Employee

• Shift Supervisor

  • Jul 2009 - Apr 2013

  30211 Street of the Golden Lantern, Laguna Niguel, CA 92677 Management of personnel, opening and closing of store, cash/safe security, bank deposits and building security. Cash handling responsibilities, assigned tills and correct change to customers. Customer service including knowledge of Starbucks and competitors beverages. A “one on one” customer experience including knowing the customer’s name, likes and dislikes. Ensure sales quotas are met through legendary customer service. Ensure facilities comply with all standards. Inventory… Show more Management of personnel, opening and closing of store, cash/safe security, bank deposits and building security. Cash handling responsibilities, assigned tills and correct change to customers. Customer service including knowledge of Starbucks and competitors beverages. A “one on one” customer experience including knowing the customer’s name, likes and dislikes. Ensure sales quotas are met through legendary customer service. Ensure facilities comply with all standards. Inventory, receiving.

• Barista

  • Dec 2004 - Jul 2009

  30211 Street of the Golden Lantern, Laguna Niguel, CA 92677 Customer service including knowledge of Starbucks and competitors beverages. A personalized customer experience including knowing the customer’s name, likes and dislikes. Ensure sales quotas are met through legendary customer service. Cash handling responsibilities, assigned tills and correct change to customers.