Alyssa Pacheco
Gilbert,AZ
Summary
Corporate Trainer with deep experience in operational training, quality analysis, and scaling learning in AI-first environments. Excels at translating complex policy and behavioral concepts into practical, engaging learning experiences that drive consistency and measurable performance improvement. Strong cross-functional partner focused on building human skills that complement automation and support real business outcomes.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Org Trainer
Lemonade Insurance
08.2021 - Current
- Own onboarding for Property Adjusters (dwelling, personal property, condo), delivering policy and systems training for cohorts of 5-10 adjusters.
- Successfully launch new adjusters to production teams with clear KPI expectations, monitoring early performance and ensuring quality outcomes.
- Conduct file quality reviews during ramp-up, provide coaching, and escalate trends to leadership for workflow refinements.
- Partner with Claims Ops, Product, and QA to align onboarding with business needs, compliance standards, and evolving processes.
- Design process improvements and optimize training using claims data, reducing rework and improving first-touch quality.
- Facilitate live and virtual training, one-on-one coaching, and performance feedback.
Claims Adjuster
Lemonade Insurance
01.2022 - 12.2022
- Analyze, evaluate, and process insurance claims in accordance with policy terms and state regulations.
- Communicate with claimants regarding claim status, documentation needs, and coverage determinations.
- Handle complex and high-stress conversations professionally while maintaining service standards.
Customer Service Representative
Lemonade Insurance
08.2021 - 01.2022
- Handle customer inquiries and complaints efficiently while maintaining high service standards.
- Build customer trust through clear communication and product knowledge.
Call Quality Evaluator
Mass Mutual
03.2016 - 08.2021
- Assessed thousands of customer interactions for quality, compliance, and performance.
- Developed and maintained quality scorecards and reporting dashboards.
- Partnered with leadership to refine QA metrics and improve CSAT outcomes.
Fraud Investigator
Discover Card
09.2013 - 03.2016
- Investigated suspicious financial activity using data analytics and fraud prevention tools.
- Collaborated with law enforcement and internal teams on complex fraud cases.
Education
General Studies
Davis Applied Technology College
Kaysville, UTSkills
- Claims
- Optimization
- CSAT / Quality Analysis
- Operational Scaling
- Change Management
- KPI Tracking
- Excel Data Analysis & Visualization
- Reporting Dashboards
- Root Cause Analysis
- Stakeholder Communication
- Process Design & Documentation
- Product Alignment
- L&D / Enablement
- AI / Knowledge Management
- CRM Platforms
- LMS
Certification
- Google Project Management
- Google Data Analytics
Projects
Product Analyst, Lemonade
- Evaluated HO3 and HO6 solar panel coverage to identify gaps, state-specific variation, and operational risk across markets.
- Built cost-benefit analyses assessing adoption rates, catastrophe exposure, and competitor positioning to inform product and endorsement decisions.
- Translated complex policy language into clear, scalable workflows that reduced confusion and leakage.
- Partnered cross-functionally with Product, QA, and Claims Leadership to refine coverage rules and strengthen operational execution using KPI insights.
Automation & Knowledge Innovation, Lemonade
- Guru Innovation Partner: Selected to participate in Guru’s Innovation Partner Program, collaborating directly with Guru product leadership and customer success teams to co-create automations that streamline and scale Lemonade’s knowledge management processes.
- Led the rollout of Guru AI as the centralized knowledge platform for Property Claims, replacing fragmented resources with a unified system.
- Designed bite-sized, step-by-step knowledge content aligned to real adjuster workflows and learning needs.
- Automated access to policy guidance, reducing escalations and improving speed to proficiency.
- Used performance and quality data to identify knowledge gaps and continuously improve learning effectiveness.
Timeline
Claims Adjuster
Lemonade Insurance
01.2022 - 12.2022
Customer Org Trainer
Lemonade Insurance
08.2021 - Current
Customer Service Representative
Lemonade Insurance
08.2021 - 01.2022
Call Quality Evaluator
Mass Mutual
03.2016 - 08.2021
Fraud Investigator
Discover Card
09.2013 - 03.2016
General Studies
Davis Applied Technology College