Summary
Overview
Work History
Education
Skills
Timeline
Quote
Licenses
Generic

Adrienne Torres

Humble,TX

Summary

With a proven track record at Carida Insurance, I excel in team leadership and quality assurance, enhancing agent performance through effective mentoring and rigorous compliance training. My strong analytical skills and collaborative approach have significantly improved the company's overall compliance practices and has aided agents to meet the compliance standards of the companies they represent, showcasing my commitment to excellence and continuous improvement.

Overview

9
9
years of professional experience

Work History

Senior Quality Assurance Analyst

Carida Insurance
11.2021 - Current
  • Conduct audits and utilize quality monitoring programs to check agent/costumer interactions to ensure agents are providing a high level of costumer service and are adhering to federal and carrier laws, procedures and policies.
  • Deliver comprehensive feedback and coaching to agents highlighting strengths, areas for improvement and offering recommendations for maximizing the quality of their performance.
  • Accountable for staying current on the Medicare compliance laws, procedures and regulations knowledge data base and quality procedures.
  • Collaborate with sales leadership to implement training that addresses the root cause of errors and provide insight from monitoring and analytics to improve agent performance.
  • Make training decks and conduct company wide training sessions to maintain consistency and reduce allegations of agent misconduct and rapid disenrollments.
  • Training, mentoring and coaching team members on QA topics and strategies.
  • Trained newly hired agents.
  • Supported company in maintaining a positive work environment focused on quality, communication, collaboration, integration, and teamwork.
  • Conduct evaluations to identify weak areas and identify problematic issues while promoting corrective methods.
  • Meet tight deadlines to satisfy management and carrier requests.
  • Provide extensive quality assurance training to agents via email and web meetings.
  • Investigate and responded to allegations of agent misconduct and administer company and carrier required training for acts of founded misconduct.
  • Keep agents and company abreast of new relevant compliance related information and keeping internal training materials up to date and accessible.
  • Coming up with compliance department SOP's.

Delivery Courier

Uber Eats
08.2021 - 01.2025
  • Drove safely at all times to avoid accidents and harm.
  • Developed strong interpersonal and communication skills from interacting professionally with costumers, businesses and the company.
  • Safely loaded items into delivery vehicle to minimize damage while in transit.
  • Greeted recipients, delivered packages and acquired proper signatures for all deliveries.
  • Followed company policies and procedures during shift.
  • Operated vehicle safely in highly congested areas with no traffic violations.
  • Managed delivery route for optimal use of time and fuel.
  • Utilized GPS technology to navigate delivery routes and avoid traffic congestion.

Clerical Assistant

Gas And Supply
07.2021 - 09.2021
  • Maintained organized files.
  • Developed SOPs.
  • Edited and proofread documents for accuracy and completeness.
  • Compiled and analyzed data to produce reports.
  • Composed sensitive, confidential reports and documentation.
  • Input data into spreadsheets and databases.
  • Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
  • Created and maintained detailed records of all office activities.
  • Reviewed files, records and other documents to obtain information to respond to requests.
  • Informed and supported business leaders through consistent communication and administrative support duties.

Barista/Cashier

Starbuck Coffee
08.2015 - 03.2021
  • Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
  • Controlled line and crowd with quick, efficient service.
  • Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
  • Cleaned counters, machines, and seating areas daily.
  • Maintained regular and consistent attendance and punctuality.
  • Operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment to create beverages.
  • Promoted additional items with beverages, increasing store sales.
  • Minimized spoilage with proper use of first-in-first-out stock procedures.
  • Stoked display cases with attractive arrangements to promote specialty food items like bagels and muffins.
  • Packaged bagels, muffins and other food items for customer purchase.
  • Used POS system to accurately enter orders and process payments.
  • Learned every menu item's preparation and numerous off-label drinks to meet customer needs.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Welcomed customers and helped determine their needs.
  • Answered questions about store policies and addressed customer concerns.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Greeted customers entering store and responded promptly to customer needs.
  • Restocked and organized merchandise in front lanes.
  • Used POS system to enter orders, process payments and issue receipts.
  • Processed refunds and exchanges in accordance with company policy.
  • Responded promptly to requests for assistance, spills and customer inquiries.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Built relationships with customers to encourage repeat business.

Education

Graphic Arts/Web Development

Ivy Tech Community College
South Bend, IN

Skills

  • Team Leadership
  • Collaboration
  • Mentoring and training
  • Strong communication
  • Quality assurance background
  • Employee supervision
  • Efficient time management
  • Strong analytical mind
  • Organization
  • Time management
  • Technical proficiency
  • Analytical/critical thinking

Timeline

Senior Quality Assurance Analyst

Carida Insurance
11.2021 - Current

Delivery Courier

Uber Eats
08.2021 - 01.2025

Clerical Assistant

Gas And Supply
07.2021 - 09.2021

Barista/Cashier

Starbuck Coffee
08.2015 - 03.2021

Graphic Arts/Web Development

Ivy Tech Community College

Quote

The only limit to our realization of tomorrow will be our doubts of today.
Franklin D. Roosevelt

Licenses

General Lines Life and Health 

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Adrienne Torres