Dondrea Cattling
Kissimmee,FL
Summary
Operations and process improvement professional with 10+ years of experience across healthcare, financial services, insurance, quality assurance, and administrative operations. Experienced in managing complex workflows, reviewing documentation for accuracy and compliance, coordinating across departments, resolving escalated issues, supporting training and onboarding, and monitoring operational performance. Skilled in process improvement, case and records management, reporting, cross-functional coordination, and using business systems to improve efficiency, consistency, and service outcomes.
Overview
1
1
Certification
3
3
years of post-secondary education
13
13
years of professional experience
Work History
Insurance Solutions Specialist (Contract)
Hanover Insurance Group
03.2026 - Current
- Coordinated policy administration workflows across servicing, underwriting, billing, and related teams, ensuring accuracy and timeliness per carrier and regulatory requirements.
- Researched complex account issues across multiple systems, identifying missing information or process gaps and driving requests to resolution.
- Maintained operational documentation and supported workflow consistency through peer training and onboarding.
Policy Operations Specialist
Liberty Mutual
03.2025 - 02.2026
- Managed high-volume policy administration workflows for renewals, billing updates, documentation, and account changes, ensuring timely and accurate processing across multiple systems.
- Researched discrepancies and coordinated with internal teams to resolve account issues, adhering to service and quality standards while tracking follow-up actions.
- Maintained accurate records and facilitated process adoption by clarifying procedures and assisting peers with system navigation.
Personal Lines Insurance Specialist
Progressive
01.2023 - 01.2024
- Managed end-to-end application workflows, consistently meeting quality, documentation, compliance, and productivity standards.
- Evaluated application data across rating and CRM systems, ensuring accuracy in quotes, records, and policy transactions.
- Applied state requirements and operational procedures to validate information and route cases needing additional review.
Quality Assurance Supervisor (Contract)
Tetra Tech
01.2021 - 01.2022
- Supervised high-volume eligibility team, coordinating workloads, setting productivity expectations, ensuring documentation quality, meeting deadlines, and monitoring performance metrics.
- Delivered onboarding, coaching, corrective feedback, and ongoing performance support to strengthen team consistency and operational results.
- Identified workflow bottlenecks contributing to stalled cases and helped redesign case-handling procedures using a more structured triage approach.
- Tracked case progress and operational performance, analyzing reporting and workflow data to identify trends and informing management decisions.
Executive Case Resolution Specialist (Contract)
Wells Fargo
01.2020 - 01.2021
- Managed complex escalated cases for business and commercial banking accounts, researching account history across multiple systems and coordinating resolution from intake to closure to ensure customer satisfaction.
- Reviewed high-risk complaints, claims, fee disputes, and potential legal escalations, applying internal policies and banking regulations to support defensible case decisions and mitigate risk.
- Partnered cross-functionally with Fraud, Claims, Legal, Compliance, Retail Banking, and other internal teams to investigate discrepancies and resolve complex account issues.
- Maintained detailed, audit-ready case documentation and supporting evidence through quality and compliance reviews, ensuring readiness for final resolution.
Training & Operations Coordinator
Sears Home Improvement
11.2017 - 02.2020
- Supported Learning & Development and operations leadership with new-hire onboarding, training coordination, scheduling, materials, system access, and classroom readiness.
- Facilitated training modules and coached new hires as they transitioned from classroom learning into production.
- Tracked training and production performance metrics, identified trends and performance gaps, and summarized findings for leadership review.
- Coordinated administrative workflows for calendars, rosters, system access, travel, expenses, event logistics, and cross-functional follow-up to streamline operations.
- Standardized onboarding processes to eliminate delays from missing logins, equipment, materials, and incomplete setup before training.
Medical Office Operations Assistant
South Florida Medical Center
10.2013 - 11.2017
- Verified insurance eligibility and coverage, prepared patient charts and required documentation, and ensured efficient appointment flow through the practice.
- Managed and organized confidential medical records, processed incoming and outgoing documentation and faxes, and maintained accurate filing and retrieval systems.
- Supported referral workflows by coordinating with physicians, medical assistants, insurers, outside offices, and the referral coordinator to route required information and follow up on outstanding items.
- Assisted with billing operations by entering billing and procedure codes, updating account information, and ensuring documentation accuracy within legacy medical billing systems.
- Supported the practice’s transition from paper records to an electronic medical record system by organizing, entering, and converting patient information into digital files.
Education
A.S. - Computer Programming & Analysis
Valencia College
Orlando, FL 01.2026 - 09.2026
Associate of Arts -
Valencia College
Orlando, FL 01.2015 - 09.2017
Skills
- Workflow & Process Improvement
- Business Operations Coordination
- Quality Assurance & Compliance
- Cross-Functional Collaboration
- Case & Escalation Management
- Reporting & KPI Monitoring
- Documentation & Records Management
- Project & Deadline Coordination
- Training, Coaching & Onboarding
- Data Accuracy & Quality Control
- Microsoft Excel, Word, PowerPoint & Outlook
- CRM, Case Management & Workflow Systems
- Policy Administration Systems
- Electronic Medical Records / Healthcare Systems
Personal Information
Title: Operations & Process Improvement Specialist
Certification
Active Florida Property & Casualty License
Timeline
Insurance Solutions Specialist (Contract)
Hanover Insurance Group
03.2026 - Current
A.S. - Computer Programming & Analysis
Valencia College
01.2026 - 09.2026
Policy Operations Specialist
Liberty Mutual
03.2025 - 02.2026
Personal Lines Insurance Specialist
Progressive
01.2023 - 01.2024
Quality Assurance Supervisor (Contract)
Tetra Tech
01.2021 - 01.2022
Executive Case Resolution Specialist (Contract)
Wells Fargo
01.2020 - 01.2021
Training & Operations Coordinator
Sears Home Improvement
11.2017 - 02.2020
Associate of Arts -
Valencia College
01.2015 - 09.2017
Medical Office Operations Assistant
South Florida Medical Center
10.2013 - 11.2017