Heather Ezell
San Antonio,TX
Summary
Experienced Quality Assurance Analyst with nearly a decade of expertise in supporting Nationwide Sales Solutions. Proven track record in ensuring the highest standards of quality for new business auto, home, powersports, and other P&C products. Adept at developing and implementing testing protocols, collaborating with cross-functional teams, and providing actionable insights to drive continuous improvement. Strong analytical skills, attention to detail, and a commitment to excellence.
Overview
13
13
years of professional experience
Work History
Quality Assurance Analyst
Nationwide Insurance Company
02.2017 - Current
- Conducted comprehensive quality assurance reviews for new business auto, home, powersports, and other P&C products, ensuring compliance with company standards and regulatory requirements.
- Developed and implemented testing protocols and procedures to identify and resolve defects in sales processes and systems.
- Collaborated with cross-functional teams, including sales, underwriting, and IT, to streamline workflows and enhance overall product quality.
- Analyzed data and generated detailed reports on quality metrics, providing actionable insights to senior management.
- Trained and mentored junior QA analysts, fostering a culture of continuous improvement and professional development.
- Utilized advanced QA tools and software to automate testing processes, reducing manual effort and increasing efficiency.
- Participated in regular audits and reviews, contributing to the development of best practices and quality standards.
- Provided feedback and recommendations to improve product features and customer satisfaction based on QA findings
Quality Assurance Analyst - Powersports
Nationwide Insurance Company
08.2015 - 02.2017
- Conducted thorough quality assurance reviews for powersports and other P&C products, ensuring adherence to company standards and regulatory requirements.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Skilled at working independently and collaboratively in a team environment.
- Reported progress, test metrics and results to project stakeholders.
- Mentored and coached team members on QA topics and strategies.
Member Care Representative
Nationwide Insurance Company
02.2012 - 08.2015
- Provided exceptional customer service and support for auto, home, powersports, and other P&C products, ensuring high levels of customer satisfaction.
- Assisted customers with policy inquiries, and coverage options, delivering accurate and timely information.
- Resolved customer issues and complaints efficiently, maintaining a positive and professional demeanor.
- Collaborated with sales and underwriting teams to facilitate smooth policy issuance and renewals.
- Conducted policy reviews and updates, ensuring compliance with company standards and regulatory requirements.
- Utilized CRM systems to document customer interactions and track service requests, enhancing operational efficiency.
- Educated customers on available products and services, promoting cross-selling opportunities and increasing revenue.
- Participated in training programs and workshops to stay updated on industry trends and best practices.
Education
High School Diploma -
Smithson Valley High School
Spring Branch, TX05-2006
Skills
- Effective Communication: Maintained clear and consistent communication with team members and stakeholders through various digital platforms, ensuring alignment and collaboration on projects
- Time Management: Demonstrated exceptional time management skills by prioritizing tasks, meeting deadlines, and balancing multiple projects efficiently
- Self-Motivation: Exhibited a high level of self-motivation and discipline, consistently delivering high-quality work with minimal supervision
- Technical Proficiency: Utilized a range of in office and remote work tools and technologies, including video conferencing, project management software, and cloud-based collaboration platforms, to enhance productivity and connectivity
- Problem-Solving: Proactively identified and resolved issues independently, leveraging critical thinking and resourcefulness to overcome challenges in office and remote work environment
- Adaptability: Adapted quickly to changing circumstances and new technologies, maintaining productivity and effectiveness in a dynamic in office or remote work setting
- Team Collaboration: Fostered strong relationships with remote team members, contributing to a positive and cohesive team culture
Timeline
Quality Assurance Analyst
Nationwide Insurance Company
02.2017 - Current
Quality Assurance Analyst - Powersports
Nationwide Insurance Company
08.2015 - 02.2017
Member Care Representative
Nationwide Insurance Company
02.2012 - 08.2015
High School Diploma -
Smithson Valley High School
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