Summary
Overview
Work History
Education
Projects
Skills
Awards
Timeline
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Hannah Gallo

Gilbert,AZ

Summary

Results-driven Operations Representative with expertise in process improvement and project management. Streamlined operational procedures to enhance efficiency and productivity. Delivered effective operational strategies while fostering team collaboration and strategic planning.

Overview

5
5
years of professional experience

Work History

Policy Operations Representative

American Family Insurance
Phoenix, USA
06.2023 - Current
  • Processed policy changes, cancellations, and reinstatements for Home, Auto, and Umbrella insurance lines.
  • Exhibited advance understanding of insurance processing and state regulations.
  • Assisted agencies with complex service requests and collaborated with team members to ensure timely and accurate resolutions.

Testforce Specialist

Carvana
Tempe, USA
08.2022 - 06.2023
  • Collaborated with Engineering product teams to conduct quality control testing and support company-wide product rollouts, ensuring accurate coding and feature functionality.
  • Assessed production risks and potential errors while evaluating business profitability.
  • Liaison between Production and Engineering to maintain clear directive for product development and completion.

Fraud Analyst

Carvana
Tempe, USA
04.2022 - 08.2022
  • Investigated account activity for potential fraud, verifying loan documentation and financial information with banks and credit unions to mitigate risk.
  • Supported implementation of new fraud-detection software, improving detection of coordinated fraud activity.
  • Reviewed customer accounts for unusual behavior and flagged for further review.

Verification Specialist

Carvana
Tempe, USA
05.2021 - 04.2022
  • Analyzed client financials to determine loan eligibility for in-house and self-arranged financing, ensuring compliance with lending standards.
  • Evaluated loan risk based on business guidelines and delegated authority, facilitating informed lending decisions.
  • Reviewed customer documentation for accuracy and compliance with company standards.

Education

Diploma -

Red Mountain High School
Mesa, AZ

Some College (No Degree) -

Mesa Community College
Mesa, AZ

Projects

  • Return to Office Lead, 2026, participated in Arizona’s return to office initiative including neighbor networking, assistance with questions / concerns and leading point of contact.
  • Services LINK, 2026, Collaborated with representatives to communicate departmental change questions, and ensure smooth transitions.
  • Shelf Ambassador, 2025, Attended meetings with interdepartmental representatives to gain knowledge and perspectives to share out to fellow operations representatives.
  • Advanced SME, 2025, Showed advanced knowledge of system inner workings such as hard stops, errors and best practices.
  • Round Table Discussions, 2022, Led a mentorship program designed to help advocates identify areas of opportunities to combat internal errors.

Skills

  • Claims processing
  • Regulatory compliance
  • Fraud detection
  • Data analysis
  • Microsoft expertise
  • Customer service
  • Risk assessment
  • Analytical thinking
  • Decision-making
  • Time management
  • Team leadership
  • JIRA

Awards

  • Managers Top 3, Top overall performer for 90 days above the 50th percentile.
  • Managers Top 15 (WIPH), Placed as one of the highest performers in the verifications organization.
  • Quality Accuracy Award, Properly completed accounts while demonstrating advanced knowledge of company procedures and regulations.

Timeline

Policy Operations Representative

American Family Insurance
06.2023 - Current

Testforce Specialist

Carvana
08.2022 - 06.2023

Fraud Analyst

Carvana
04.2022 - 08.2022

Verification Specialist

Carvana
05.2021 - 04.2022

Diploma -

Red Mountain High School

Some College (No Degree) -

Mesa Community College
Hannah Gallo