JASON VELAZQUEZ
Aliso Viejo,CA
Summary
Strategic and resourceful Quality Assurance Analyst with more than 15 years of providing quality customer service in the insurance industry. Excellent communicator, managing national-based clients in a fast-paced, ever-changing environment. Hardworking and passionate job seeker with strong organizational skills eager to secure Insurance Representative position. Ready to help team achieve company goals.
Overview
21
21
years of professional experience
Work History
Sr. Quality Methods Analyst
National General Insurance
07.2008 - 02.2024
- Scrutinized national quality assurance audits to ensure accuracy within state-by-state requirements
- Partnered with company executives to reform and construct procedures to identify and reduce operator and system errors
- Contributed to improvement initiatives by communicating with key stakeholders and participating in projects to support delivery of effective client and quality programs
- Supported implementation of processes and technology changes by gathering training resources, coordinating training programs and distributing project information to prepare teams for changes and streamline transactions
- Increased client retention by aligning client expectations and corporate objectives.
National Business Accounts Manager
Verizon Wireless
06.2004 - 03.2008
- Managed, retained and grew national government and business accounts
- Analyzed and recommended equipment orders for highly sensitive business and government accounts
- Maximized customer satisfaction through regular follow-up and proactive problem resolution
- Liaised with internal teams, including sales, marketing and public relations to help retain Verizon the industry leader
- Analyzed customer service data to identify and address customer service issues and enhancements, resulting in improved customer experience
- Leveraged business solutions to grow Verizon’s revenue while improving customers’ business challenges
- Tracked and reported progress through sales force automation tools.
Office Manager
Aliso Viejo Towing & Recovery Inc.
06.2003 - 06.2004
- Single point of contact for all office activities and transactions
- Scheduled employees to ensure optimal coverage and reduce customer wait times during peak hours
- Utilized GPS software to provide real-time updates and arrival times for tow truck assistance
- Prioritized calls and emergency SMS messages by importance and urgency to ensure customer safety and satisfaction
- Dispatched more than 2,000 calls from, but not limited to: Orange County Sheriffs, AAA, Emergency Roadside Assistance, and multiple Orange County Police calls, per month
- Managed and diffused irate customers with education, rapport and trust
- Executed complex financial reports such as profit and loss, balance sheet, and cash flow statements and presented monthly to owners and managements for the improvement of customer service and retention of Sherrif and AAA contracts.
Education
Associates Degree -
Saddleback College
Mission Viejo, CA04.2024
General Education -
Saddleback High School
Santa Ana, CA06.2002
Skills
- Bilingual (Spanish)
- Ability to multitask
- Proficient in Microsoft Office
- Quality Assurance (QA)
- Content Strategy
- Project Management
- Analytical Thinking
- Team Collaboration and Leadership
- Documentation And Reporting
Personal Information
Title: Quality Assurance Analyst
Timeline
Sr. Quality Methods Analyst
National General Insurance
07.2008 - 02.2024
National Business Accounts Manager
Verizon Wireless
06.2004 - 03.2008
Office Manager
Aliso Viejo Towing & Recovery Inc.
06.2003 - 06.2004
Associates Degree -
Saddleback College
General Education -
Saddleback High School