Summary
Overview
Work History
Education
Skills
Accomplishments
Interests
Timeline
Generic

Chelsea Saragosa

West Jordan,UT

Summary

Highly motivated, detail oriented, working professional with experience in quality assurance, quality control, training, and customer service is seeking a position that is rewarding and challenging with the opportunity for growth.

Overview

12
12
years of professional experience

Work History

IT- Quality Assurance Analyst

Illumifin
09.2024 - 07.2025
  • Mentored and coached team members on QA topics and strategies.
  • Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
  • Reported progress, test metrics and results to project stakeholders.
  • Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
  • Acted as a liaison between the QA team and other departments such as Operations, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
  • Conducted training sessions for junior QA analysts, enhancing their skills and knowledge of industry best practices.
  • Improved product reliability by executing rigorous test plans and ensuring software met established requirements.
  • Streamlined communication between QA and development teams, expediting bug fixes and feature enhancements.
  • Conducted comprehensive test scenarios to decrease downtime and elevate user satisfaction.
  • Played key role in successful launch of multiple high-stakes projects by prioritizing critical test areas and resource allocation.
  • Collaborated closely with development teams to clarify requirements, resulting in more efficient bug resolution process.
  • Developed and maintained comprehensive documentation, including test cases, results, and improvement recommendations, for stakeholder review.

Annuity Policy Service - Trainer

Illumifin
03.2022 - 08.2024
  • Established a positive work environment by fostering open communication and collaboration among team members.
  • Monitored participant knowledge before and after training events to help determine additional follow-up activities required to close knowledge gaps or improve results.
  • Identified key areas that could use improvement and implemented new processes, which increased efficiency.
  • Developed assessments to measure and assess effectiveness of training curriculum and learner performance.
  • Streamlined onboarding processes for new hires, ensuring a seamless transition into their roles within the company.
  • Enhanced customer satisfaction by implementing effective service training programs for staff.
  • Ensured compliance with industry standards by staying up-to-date on relevant regulations and incorporating updates into existing training materials accordingly.
  • Mentored staff members and delivered on-the-job coaching to build skills and prepare personnel for various work-related situations.
  • Maintained accurate records of employee progress throughout the duration of their training experience.
  • Served as a mentor to junior employees, providing guidance and support in their professional development.
  • Developed department training programs to provide employees knowledge and tools necessary to improve personal performance and development.
  • Published and maintained the policies and procedures manual with the most up to date procedures.

Annuity Policy Service - Quality Control

Illumifin
11.2019 - 03.2022
  • Audited department tasks for accuracy and completion.
  • Maintained quality scores and mentored employee members on their progress.
  • Managed time efficiently in order to complete all audits within deadline.
  • Was the sole auditor for the annuity death claims that required a great attention to detail. Claims were processed manually and required auditor to review calculations for accuracy.

Annuity Policy Service - Representative

Illumifin
07.2019 - 11.2019
  • Answered phone calls in a timely manner and assisted agents and policyholder's with enforced policies, product information, and task related questions.
  • Processed tasks for enforced annuity policies in between phone calls, such as policy updates, distributions, and annuity death claims.
  • Enhanced customer satisfaction by promptly addressing policy inquiries and providing accurate information.
  • Provided exceptional customer service by maintaining a deep understanding of company products and offerings, enabling tailored recommendations based on individual client needs.
  • Exceeded departmental goals for productivity and customer service ratings through consistent attention to detail and proactive problem-solving efforts.

Patient Services Representative/Indexer

Waikiki Health Ctr
12.2018 - 04.2019
  • Viewed 100+ images per day to determine appropriate index for the document type.
  • Stacked, indexed, scanned and coded documents according to patient care.
  • Organized patient records and database to facilitate information storage and retrieval.
  • Created workflow guides for indexing position.

After-School Site Coordinator

Moiliili Community Center
10.2013 - 09.2018
  • Oversaw 80+ children and 8+ staff to ensure after-school site was safe and efficient.
  • Met with parents about daily activities, positive developments and issues.
  • Provided first-aid with ice, bandages, and antiseptic wipes as needed.
  • Monitored indoor and outdoor activities to maintain safety and organized environments.
  • Enforced rules and managed behavior through positive appropriate discipline.
  • Conducted extensive staff training that focused on children's safety.
  • Planned holiday programs for children and their families.
  • Created monthly newsletters and special program handouts.

Education

High School Diploma -

Kaimuki High School

Bachelor of Science - Computer Science

Southern New Hampshire University
Hooksett, NH
09-2029

Skills

  • Mentoring and training
  • Quality processes
  • Project management
  • Requirements analysis
  • Teamwork and collaboration
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Decision-making
  • Task prioritization
  • Self motivation
  • Public speaking
  • Customer service
  • Microsoft Excel, word, outlook, SharePoint, etc

Accomplishments

Traveled to India in 2024 for one month to implement a training program as a subject matter expert. Worked closely with subject matter experts in India to develop a training program that would meet company standards, as well as meet the needs of the offshore team. The training was very successful and the company was able to send 90% of the work offshore.

Interests

  • Solo traveling - my last trip was to Chicago this past July
  • I enjoy watching Korean variety shows
  • I like to play Roblox

Timeline

IT- Quality Assurance Analyst

Illumifin
09.2024 - 07.2025

Annuity Policy Service - Trainer

Illumifin
03.2022 - 08.2024

Annuity Policy Service - Quality Control

Illumifin
11.2019 - 03.2022

Annuity Policy Service - Representative

Illumifin
07.2019 - 11.2019

Patient Services Representative/Indexer

Waikiki Health Ctr
12.2018 - 04.2019

After-School Site Coordinator

Moiliili Community Center
10.2013 - 09.2018

High School Diploma -

Kaimuki High School

Bachelor of Science - Computer Science

Southern New Hampshire University

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