Ashley Castillo
San Antonio
Summary
Detail-oriented Quality Assurance Analyst with 9+ years of experience in implementing quality processes and conducting thorough data analysis within the P&C department. Known for strong critical thinking and communication skills, facilitating improvements that enhance operational efficiency and team performance.
Overview
12
12
years of professional experience
Work History
Quality Assurance Analyst
Nationwide
San Antonio, TX
06.2016 - Current
- Analyzed call records in personal lines department to identify compliance issues and implement corrective measures for improved service quality.
- Produced thorough written explanations of errors, emphasizing corrective measures to foster improved future interactions.
- Conducts reviews of laws and regulations for business impact and conveys requirements for awareness and action.
- Facilitated coaching and feedback sessions for P&C business departments to enhance operational processes.
- Ensured adherence to updated guidelines and procedures through effective resource management.
- Performed comprehensive focus reviews to uncover trends and support business unit decision-making.
- Mentored and coached team members on QA topics and strategies.
Insurance Customer Service Representative
Nationwide
San Antonio, TX
07.2014 - 06.2016
- Investigated and resolved customer inquiries concerning policy changes and billing discrepancies, ensuring clarity and understanding.
- Managed high-volume communication channels while maintaining quality service standards.
- Assisted colleagues in resolving complex cases by sharing knowledge of policies and best practices when needed.
- Enhanced customer experience by accurately addressing and resolving diverse range of insurance queries.
- Educated clients on personal line policies to enhance awareness of coverage options and benefits.
Education
Associate of Applied Science - Cyber Security
St. Philip's College
San Antonio, TX05-2019
Skills
- Quality assurance
- Quality processes
- Data analysis
- Mentoring and training
- Root-cause analysis
- Collaboration and communication
- Critical thinking
- Friendly, positive attitude
- Collaborative team player
Timeline
Quality Assurance Analyst
Nationwide
06.2016 - Current
Insurance Customer Service Representative
Nationwide
07.2014 - 06.2016
Associate of Applied Science - Cyber Security
St. Philip's College