Denise De La Garza
Helotes
Summary
Dynamic Business Support Analyst with extensive experience at USAA, excelling in document management and compliance. Proven track record in enhancing workflows and improving communication through cross-department collaboration. Skilled in Microsoft Office Suite and adept at problem-solving, ensuring quality assurance and operational efficiency in high-stakes environments.
Overview
18
18
years of professional experience
Work History
Business Support Analys Senior
United Services Automobile Association, USAA
03.2023 - Current
- Lead from document support for new product for our first digital term and permanent Life products to support all new and existing templates ad delivery to our vendor.
- Supported the implementation of the project to modernize the Life Companies templates from a legacy system ELIXIR into the new platform Enterprise Correspondence Tool (ECT).
- Collaborated on resolving multiple MetricStream Issues that impacted member communications by identifying incorrect data dissemination and coordinating cross functional efforts to correct errors.
- Maintained document control system and updated work instructions, procedures and associated databases.
- Worked with internal staff to process templates from creation to implementation.
- Contributed to design and corporate documentation standards, coded variables and archiving of templates.
- Collaborated with IT department to resolve technical issues affecting document management systems, minimizing downtime and disruptions to workflows.
- Developed training materials and conducted workshops to educate staff on best practices for document management.
- Performed regular curation of templates to determine if the most current versions were being utilized.
- Served as the primary point of contact for any concerns or issues related to the organization's document management system, providing timely resolutions and guidance to maintain optimal functionality.
- Provided prompt responses to inquiries about archived data from colleagues requiring historical insights into past projects or decisions made within the organization.
Business Risk and Controls Advisor Senior
United Services Automobile Association, USAA
12.2019 - 03.2023
- Developed strong relationships with clients through regular communication and excellent customer service.
- Collaborated across departments and to gain consensus on procedural documentation.
- Performed document reproduction, printing documents from electronic sources such as email attachments, PDF files and Word files.
- Maintained strict adherence to industry regulations, ensuring compliance with legal and security requirements.
- Checked accuracy and completeness of documents to identify deficiencies and recommend corrective actions.
- Provided support for document controls and worked with Life Insurance contract documents.
Quality Assurance Advisor
United Services Automobile Association, USAA
12.2006 - 01.2011
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.
- Promoted a culture of continuous improvement within the organization by leading training sessions on various aspects of quality control methodologies.
- Enhanced team collaboration, leading cross-functional meetings to discuss quality assurance findings and improvements.
- Collected and analyzed data to measure effectiveness of quality control processes.
- Reported problems and concerns to management.
Education
Bachelor of Arts - Communications
University of The Incarnate Word
12-1993
Skills
- Microsoft Office Suite and document tools
- Document and Forms Management
- Mass Mailings Coordination
- Verbal and written communication
- Compliance and Quality Assurance
- Cross-Department Collaboration
- Vendor Coordination
- Reliability
- Problem Solving
- Teamwork and collaboration
Accomplishments
Experienced and result driven professional with over 30 years in the insurance industry. Specializes in documents management systems, regulatory compliance and mass communications. Adept at bridging the gap between technical teams and business stakeholders to deliver scalable solutions that support operational excellence.
Timeline
Business Support Analys Senior
United Services Automobile Association, USAA
03.2023 - Current
Business Risk and Controls Advisor Senior
United Services Automobile Association, USAA
12.2019 - 03.2023
Quality Assurance Advisor
United Services Automobile Association, USAA
12.2006 - 01.2011
Bachelor of Arts - Communications
University of The Incarnate Word
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