Experience

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  McMaster-Carr

  • Quality Entry Agent

    • Feb 2010 - Present

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  Assurant Specialty Property

  • United States
  • Insurance
  • 700 & Above Employee

  • Senior Quality Assurant Professional

    • Jun 2006 - Present

  • Senior Quality Assurance

    • Jun 2006 - Present

    Promoted from Refund Processor to Senior QA Associate in 18 months due to expanded industry knowledge, superior performance and improved skill sets.Works effectively with 5 unit managers to identify and implement approved production changes to increase quality and quantity of work, according to company's guidelines for customer care metrics. Conducts quality assurance audits on data entry staff, customer service reps, mail room staff, research personnel and check printing personnel to ensure accuracy, responsiveness, timeliness and company's superior performance measurements.Compiles weekly and monthly reports on customer service reps' accuracy and inquiry resolutions. Presented to seven training classes over a two-year period.Provides positive and constructive feedback to unit managers on department needs and proposed methods for work flow and process improvements.

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  Assurant/Safeco SFIS

  • Refund Processor

    • Feb 2006 - Jun 2006

    Specialized in receiving and processing refund checks utilizing Fidelity and Alltel systems.Responsible for updating policy information.Entrusted to receive, count and track all checks as well as deposit checks into correct escrow accounts. Reported deposit amounts onto company's Excel spreadsheets.Performed high-level customer service rep tasks as described below.

  • Customer Service Rep I, II and III

    • Oct 2003 - Feb 2006

    Answered 600+ weekly inbound/outbound calls from borrowers, insurance carriers, agents and lenders.Conducted thorough loan & account research, maintained insurance tracking system, obtained updated loan and insurance information, logged errors and analyzed account histories.Excelled at managing escalated calls and problem resolution, writing customer correspondence, performing spot auditing and training, and providing call center floor support.Promoted from Customer Service Rep I to III in 12 months.

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  Promotional Marketing Talent

  • Marketing Manager

    • Apr 1999 - Oct 2003

    Managed set up and execution of 50+ promotional events at racing, baseball, basketball and other sports venues throughout Orange, Los Angeles and other Southern California counties.Maintained and ordered supplies, giveaways and promotional materials for each event.Enthusiastically promoted various credit card services, distributed promotional items and secured credit card applications during each event.