Amber Talib

• Answer incoming calls from disaster survivors, applicants, or the public.
  Provide information about disaster assistance programs, application status, and next steps.
• Help callers complete or update their disaster assistance applications over the phone.
  Clarify required documentation and deadlines for assistance.
• Explain FEMA policies and procedures clearly and accurately.
  Direct callers to appropriate local, state, or federal resources.
• Show empathy and professionalism when dealing with distressed or traumatized individuals.
  Maintain patience and composure during high-stress interactions.
• Accurately enter information into FEMA systems.
  Document call details and actions taken.
• Identify urgent or complex cases that require escalation to specialists or supervisors.
  Follow FEMA guidelines on how and when to escalate.
• Follow all FEMA policies related to privacy, security, and data handling (e.g., handling of personally identifiable information).
  Maintain confidentiality of sensitive information.
• Provide support in other languages, especially Spanish or other commonly spoken languages in disaster-affected areas.
• Participate in training on FEMA programs, new procedures, and systems updates.
  Stay informed about ongoing or emerging disasters.

️ Skills and Qualifications:

• Listen to recorded or live calls made by insurance agents to assess quality.
• Ensure agents follow compliance regulations (e.g., state insurance laws, HIPAA, company policies).
  Review submitted insurance applications for accuracy and completeness.
• Verify that underwriting guidelines and procedures are followed.
• Ensure agents are delivering disclosures correctly and not making misleading or unauthorized statements.
• Monitor for adherence to legal, ethical, and internal compliance standards.
• Provide detailed feedback and coaching to agents based on QA findings.
• Identify areas for improvement in communication, customer service, or product knowledge.
• Documented all review processes including notes, observations, analyses, recommendations.
• Maintain logs of QA reviews, including scoring and commentary.
  Prepare reports on agent performance trends and QA metrics for supervisors or management.
• Participate in training sessions to ensure consistency in QA scoring.
  Help refine QA scorecards and participate in calibration meetings with other reviewers.
• Identify opportunities to improve client satisfaction and reduce complaints.
  Collaborate with training and operations teams to implement service improvements.
• Ensure that call scripts, policy documents, and training materials used by agents are current and properly applied.
• Strong knowledge of insurance products (life, health, auto, etc.)
• Familiarity with regulatory standards (e.g., NAIC, CMS if applicable)
• Excellent attention to detail and analytical skills
• Experience with QA tools, CRM software, or call monitoring platforms
• Good communication and coaching skills

• Managed the analysis of distribution and rollover requests received via email and fax from AWD. Ensures accurate verification of details from Valic-E Attachmate, adhering to HIPA guidelines for secure information handling.
• Handles the process of sending requests for
  missing information through the SharePoint manual application process. Follows service instructions to address IPPRS and
  vesting issues for all types of insurance plans provided by AIG. Updates work status according to requirements for further processing by the QA
  team and coordinates with the team via Microsoft Teams to resolve issues or errors related to requests. Communicates with clients to verify and
  validate amounts above $10,000.
  ● Successfully streamlined the analysis and verification process for distribution and rollover requests, ensuring timely and accurate handling
  of client data.
  ● Maintained compliance with HIPA guidelines by meticulously verifying details from Valic-E Attachmate, safeguarding sensitive
  information.
  ● Improved the efficiency of the missing information request process by implementing a structured approach through SharePoint, resulting in
  faster resolution times.
  ● Enhanced coordination and communication within the team and with clients, facilitating effective issue resolution and validation for high-
  value transactions.

• Created test plans, scripts, and/or test cases to provide in-depth testing, verification, and documentation of system error changes and enhancements to ensure proper system functionality.
• Provided detailed documentation of system errors with an explanation of errors, expected results, and any examples needed to resolve the error utilizing the appropriate tracking method for the assigned system.
• Identified and executed improvement initiatives related to the testing.
• Collaborates with various internal departments, analysts, development teams, external vendors, and leadership to ensure proper testing and system functionality is met.
• Prepared reports or audits by analyzing and summarizing test results to make recommendations and meet project timelines.
• Assisted in training new procedures, and system modifications and met project timeline.
• Verified XML and JSON from API (Middleware).
• Knowledgeable of insurance terminology, Testing Salesforce workflow with various persona

• Implementation of test plans and test strategies to manage and maintain smooth childcare assistance and scholarship Program platform.
• Participated in developing test plans and test cases based on requirements for re-engineering the web-based application.
• Executed manual test cases and tracked defects using Octane. ◻ Performed Compatibility testing of the web application on different versions of browsers i.e., CCATS and OnBase.
• Data integration, migration, and compliance between legacy platforms to new versions ◻ Participated in peer reviews for test cases and use cases.
• Developed test summary reports & test execution reports to show several test cases executed, passed, failed, and the test cases left to execute.
• Worked with Scrum Team and daily stand up to discuss all tasks and technical issues with Business Analyst and Developer.
• Performing all functional test script documentation with reporting issues.
• Analysis and development of vouchers for providers typically processed payment on the Payment Processing platform for the compliance of data and rectifying errors performed during automated processing of payments.
• Performed verification and validation of data from the State on a sensitive secure data-based platform.
• Working in agile methodology to make any changes, if required at any stage of development easily. Extracting complex data through sql queries

• Processed submission of PDFs, scans, and other forms of unstructured data using machine-learning models pretraining on thousands of ACCORD applications, loss runs, and other insurance documents.
• Reviewed product output leveraging analytical and data entry skills.
• Perform analysis of inputs in near real-time to find missing information and resolve quality issues.
• Created and shared analysis with Customer Success Managers and Product team to further enhance product output.
• Data entry & accuracy, maintenance of files, spreadsheets, and various management reports in Microsoft Excel.
• Toggle between 3-4 different systems to support the Underwriting policies and loss runs that come in from clients through the UI system for commercial underwriting. Validated client documents on large Excel grids.