CHRISTINE PARR
Phoenix,AZ
Summary
Results-oriented customer service leader with superior problem-solving and critical thinking skills, as well as a meticulous attention to detail and methodical nature. Well-versed in personal lines as well as banking products and skilled in tackling problems in unique ways to develop innovative solutions. With 2 years of SCRA experience and over 3 years of Quality Assurance experience while employed at USAA.
Overview
20
20
years of professional experience
Work History
Quality Assurance
USAA Federal Savings Bank
10.2022 - Current
- Supporting Military Benefits team in achieving compliance goals through SCRA benefit audits and process improvements.
- Records findings of inspection process, collaborating with quality team to implement corrective actions.
- Provided updates to team leadership on quality metrics by communicating consistency problems or production deficiencies to better improve performance within SCRA.
- Participated in departmental meetings to establish short- and long-term strategy.
Modernization Rotation
United Services Automobile Association
11.2021 - 06.2022
- Researching, executing, and closing Cap Gemini change requests, internal change requests, injects, urgent pre-RDW action items, and general content work
- Delivers completed work to associated EO/BPO for approval prior to closing them out
- Creating and editing content for Action Items associated Rally and JIRA stories.
- Assisted team in collaborating with necessary stakeholders to create new and effective strategies while achieving digital or technology product goals against deadlines.
- Identifies opportunities, offer solutions, as well as create and maintain roadmaps to help improve overall performance of the team.
Insurance Professional, United Services Automobile Association
07.2015 - 11.2021
- Expert knowledge of all P&C USAA products as demonstrated through integrated product sales that consistently exceed goals and standards
- Mentor new hires and providing support for facilitators resulting in stronger staff development, technical and compliance accuracy, and increased productivity
- Built lasting and collaborative partnerships with individuals both within my team and throughout USAA
- Team subject matter expert and point of contact for Technical and Compliance, Healthy Points as well as Newsletter team
- Evaluates peer calls and coaches according to SERVE behaviors
Project Manager
IMIAE
08.2019 - 07.2020
- Introduced, negotiated, and implemented new projects to expand scope of engagement
- Built and reported results organization wide
- Gathered and reviewed current data to determine areas in need of improvement
- Presented clear, organized data in graphs, charts, tables, and written reports
- Developed and initiated projects, including managing costs, schedule, and performance
- Engaged prospects and customers through various events, including trade shows, seminars, and workshops
- Directed training and retraining of employees to boost performance and enhance business results.
Member Assistance
United Services Automobile Association
01.2017 - 07.2019
- Successfully manage and reconcile customer accounts
- 2 years’ experience in SalesForce
- Collaborate with upper management to update and review current and new processes
- Conduct daily reviews and quality assessments of coworker’s daily assignments
- Build and implement new processes
- Subject matter expert in department with compliance and accuracy
Psychological Operations - Team Leader
US Army
10.2003 - 10.2007
- Developed and led training programs in preparation for combat and non- combat operations
- Planned and briefed personnel on missions as well as foreign ambassadors
- Influence specific audiences and individuals during 4-year Psychological Operations enlistment with the U.S
- Army to change attitudes, beliefs, and behaviors through assessments, creative thinking, and communication
- Documented and Processed classified materials
- Kept accountability of over $100,000 in military gear and equipment
Education
MBA - Business Administration
University of Phoenix
Tempe, AZ06.2020
Bachelor of Science - Human Services
Arizona State University
Tempe, AZ10.2015
Skills
- Project Management
- Strategic Planning
- Prior experience working with legal and compliance partners
- Accurate and Detailed
- 4 years of US Military/Army Special Operations experience
- Proficient in Microsoft software (Excel, PowerPoint, Office etc)
- Exceptional Interpersonal Communication
- Process Improvement
- Over 4 years of experience in P&C Sales and Service
- Strong ability to multitask in any situation
- Over 2 years of product acumen in Auto and Property lines of business
Timeline
Quality Assurance
USAA Federal Savings Bank
10.2022 - Current
Modernization Rotation
United Services Automobile Association
11.2021 - 06.2022
Project Manager
IMIAE
08.2019 - 07.2020
Member Assistance
United Services Automobile Association
01.2017 - 07.2019
Insurance Professional, United Services Automobile Association
07.2015 - 11.2021
Psychological Operations - Team Leader
US Army
10.2003 - 10.2007
MBA - Business Administration
University of Phoenix
Bachelor of Science - Human Services
Arizona State University
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