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Claudia
Quality Assurance Analyst at Core Multi Service Strategies
Contacto
Competencias
Proven ability to deliver exceptional customer support, mentor agents, and improve service quality.
Skilled in QA activities, identifying errors, and providing actionable feedback to enhance team performance.
Experienced in evaluating claims to identify fraud and determine fault in insurance cases.
Effective in supervising, mentoring, and providing constructive feedback to team members.
Educacion
Idiomas
Resumen
Dedicated professional with extensive experience in customer service, quality assurance, and team mentoring across insurance and healthcare sectors. Proven track record of improving operational efficiency and service quality.
Logros Clave
- Led a project identifying dermatology appointment errors, improving accuracy and client satisfaction.
- Provided targeted feedback to agents, resulting in enhanced call quality and performance metrics.
- Supervised and mentored team members, boosting overall team efficiency and compliance.
- Conducted fraud investigations in car insurance claims, reducing fraudulent payouts.
Experiencia
ADJUSTER FOR CAR INSURANCE SAFE AUTO
EVALUATIONS ON HOW AND WHY THE ACCIDENT OCCURRED AND WHO WAS AT FAULT.. INVESTIGATION ON DIFFERENT CLAIMS TO DISCOVER FRAUD CLAIMS.. FLEX SUPERVISOR ACTIVITIES. FEEDBACK TO THE AGENTS ON MY TEAM ON HOW TO IMPROVE THEIR METRICS.. LEADERSHIP TO IMPROVE ACTIVITIES ON MY TEAM AND OTHER TEAMS.. MENTORING TO AGENTS WITH LOW PERFORMANCE ON THEIR METRICS AND ENGLISH LEVEL.
SUMMIT SCHEDULING REPRESENTATIVE
SPECIAL PROJECT ON FINDING DERMATOLOGY ERRORS ON THE APPOINTMENTS AND PROVIDING FEEDBACK TO AGENTS.. QA ACTIVITIES. FEEDBACK TO THE AGENTS TO THE TEAM ON HOW THEIR CALL WENT AND HOW TO IMPROVE THEIR METRICS.
QUALITY ASSURANCE ANALYST
QUALITY ASSURANCE ANALYST FOR THE SCHEDULING DEPARTMENT.. SPECIAL PROJECT ON FINDING DERMATOLOGY ERRORS ON THE APPOINTMENTS AND PROVIDING FEEDBACK TO AGENTS.. QA ACTIVITIES. FEEDBACK TO THE AGENTS TO THE TEAM ON HOW THEIR CALL WENT AND HOW TO IMPROVE THEIR METRICS.. PROVIDE WEEKLY METRICS. CREATING IT TICKETS FOR SUPPORT.. COACH AGENTS TO HELP THEM WITH THE LOW QA SCORE.
AGENT CUSTOMER SERVICE SPECIALIST
CUSTOMER SERVICE FOR KEMPER INSURANCE.. MENTORING TO AGENTS WITH LOW PERFORMANCE ON THEIR METRICS AND ENGLISH LEVEL.. FLEX QA ACTIVITIES.. FLEX SUPERVISOR ACTIVITIES. FEEDBACK TO THE AGENTS ON MY TEAM ON HOW TO IMPROVE THEIR METRICS.. LEADERSHIP TO IMPROVE ACTIVITIES ON MY TEAM AND OTHER TEAMS.
CUSTOMER SERVICE SPECIALIST
CUSTOMER SERVICE, SALES AND TECHNICAL SUPPORT.. MENTORING ON SALES EXPERIENCE.. MENTORING ON CUSTOMER SERVICE EXPERIENCE.. FLEX TRAINER ACTIVITIES.. FLEX SUPERVISOR ACTIVITIES.