Elizabeth Payton
Everett
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
27
27
years of professional experience
Work History
Quality Assurance/Trainer
WPAS Inc
11.2021 - 01.2025
- Conducted regular quality assurance audits to evaluate accuracy, compliance, and adherence to company policies and industry standards.
- Analyzed performance data and provided actionable feedback to improve process efficiency and customer satisfaction.
- Developed and maintained QA scorecards, reports, and dashboards to monitor trends and identify areas of improvement.
- Created and delivered training materials, workshops, and one-on-one coaching sessions for new hires and existing staff.
- Collaborated with management and cross-functional teams to design and implement process improvements.
- Provided ongoing support and mentorship to staff, driving performance, accuracy, and compliance goals.
- Created policy updates and communicated procedural changes to staff through training sessions and reference guides.
- Implemented process improvements that increased compliance with industry standards.
- Collaborated with cross-functional teams to align training goals with organizational objectives.
- Analyzed QA metrics to identify trends and inform future training initiatives.
- Increased efficiency in the QA process by providing clear guidelines, expectations, and feedback to team members.
- Promoted a positive work environment by addressing employee concerns promptly and effectively.
- Evaluated individual performance through periodic reviews, offering constructive feedback that facilitated professional growth.
- Monitored production processes closely to identify potential risks or issues early on and implement corrective actions promptly.
- Improved product quality by developing and implementing comprehensive QA training programs.
- Provided coaching and mentoring to employees.
- Trained and mentored 60+ new personnel hired to fulfill various roles.
- Facilitated virtual, in-person and blended learning sessions.
- Developed detailed ad hoc and cost-savings reports across 11 trust funds each month to support financial planning and compliance.
Business Analyst
WPAS Inc
09.1998 - 11.2021
- Created a new claims auto adjudication system with 99.7% percent accuracy and migrated 15+ trust funds to the system.
- Consistently updated auto-adjudication rules to ensure smooth and accurate claim processing.
- Collaborated with cross-functional teams (IT, operations, finance, and management) to design and implement effective business solutions.
- Assisted with system testing, user acceptance testing (UAT), and change management processes to ensure smooth solution deployment.
- Tested and evaluated two new claims systems to ensure compatibility with company requirements and operational needs.
- Developed and implemented a new claims system currently in active use, overseeing the successful migration of 15+ plans.
- Developed detailed documentation, including business cases and functional specifications, to support project initiatives.
- Utilized data analysis tools to generate insights that informed decision-making and improved business performance.
- Led training sessions for staff on new systems and processes, fostering a culture of continuous improvement..
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
- Improved business processes by analyzing current practices and recommending optimization strategies.
- Optimized workflow processes to enhance overall productivity and achieve operational excellence.
- Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in the organization.
- Fostered culture of continuous improvement by leading regular review sessions to identify and implement process enhancements.
- Increased project visibility by creating comprehensive dashboard for real-time status updates, improving stakeholder communication.
- Streamlined report generation processes, significantly reducing time spent on monthly performance analysis.
- Supported successful product launches with detailed market analysis and competitive positioning strategies.
- Collaborated with IT to develop business intelligence tools, enhancing quality of data-driven decision-making.
- Enhanced data accuracy by implementing rigorous data validation techniques, leading to more reliable business insights.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Developed customized reports, summarizing and presenting data in visually appealing format.
- Generated ad-hoc reports to evaluate specific business requirements.
- Generated standard and custom reports to provide insights into business performance.
Senior Claims Adjuster
WPAS Inc.
01.1998 - 09.1998
- Collaborated with legal teams to resolve disputes and negotiate settlements efficiently.
- Mentored junior adjusters, enhancing team performance through knowledge sharing and training.
- Implemented process improvements that streamlined claim review procedures, reducing turnaround time.
- Consulted police and hospital records when needed.
- Enhanced customer satisfaction by promptly addressing and resolving complex claim issues through thorough investigation and analysis.
- Minimized company exposure to financial risk by diligently identifying fraudulent claims and coordinating with legal teams for resolution.
- Contributed to the continuous improvement of departmental policies and procedures through the identification of inefficiencies and proactive problem-solving techniques.
- Reduced claim processing time by implementing streamlined procedures and efficient documentation practices.
- Served as a subject matter expert within the company for complex claims issues, providing guidance and support to colleagues when needed.
- Mentored junior adjusters on effective time management and organizational skills, leading to improved work quality and job satisfaction.
- Examined claims forms and other records to determine insurance coverage.
- Answered customer questions regarding deductibles.
- Verified insurance claims and determined fair amount for claims payment.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Followed up with insured individuals regarding premium and deductibles payments.
- Collected personal information from customers to complete claims and legal files.
- Directed claims negotiations within allowable limit of $100,000 and supported successful litigations for advanced issues.
Education
High School -
Edmonds-Woodway High School
Edmonds, WA01.1988
Skills
- Functional Testing
- Cross-functional team collaboration
- Real-time data analysis during testing
- Code review for bug prevention
- Mentorship and peer training
- Quality Assurance Metrics Reporting
- Test Plan Documentation
- System performance monitoring tools
- Collaborative Communicator
- Problem-Solving & Critical Thinking
- Strong Work Ethic and Accountability
- Manual testing
- Analytical thinking
Timeline
Quality Assurance/Trainer
WPAS Inc
11.2021 - 01.2025
Business Analyst
WPAS Inc
09.1998 - 11.2021
Senior Claims Adjuster
WPAS Inc.
01.1998 - 09.1998
High School -
Edmonds-Woodway High School