Jennifer Walker
Olathe,KS
Summary
Multi-faceted, outcome-driven professional with over two decades of extensive experience in Quality Assurance and Compliance within highly regulated insurance environments. Demonstrates a proven track record of ensuring policy adherence, regulatory compliance, and enhancing customer satisfaction. As a collaborative and performance-driven leader, possesses extensive expertise in overseeing and mentoring QA teams, fostering a culture of accountability, collaboration, and continuous improvement within a customer-centric environment. Transferrable skill set includes a strong foundation in leadership, commitment to enhancing customer experience, and a track record of improving business outcomes while effectively leading teams to success. Seeking to leverage this wealth of experience and skills in a dynamic professional setting that values innovation, excellence, and a customer-focused approach.
Overview
21
21
years of professional experience
Work History
National Quality Assurance Consultant - FNOL, Coverage Investigations
Farmers Insurance
06.2015 - 11.2023
- Compiled and analyzed large datasets of individual audit results, identifying performance trends and presenting findings in written and visual formats using Microsoft Office suite, Excel pivot tables, and PowerBI. Regularly managed multiple ongoing reports simultaneously.
- Collaborated with leaders and peers both remotely and in office setting to discuss quality performance and develop training and process improvements. Partnered with leaders to develop action plans based on JD Power results, quality performance indicators, and business updates.
- Responsible for 500 benchmark audits, data analysis, and reporting across all lines of business, Auto, Property, Tow, Glass, Commercial, and Glass/Tow Coverage.
- Invested in professional development by enrolling in relevant courses and collaborating with colleagues to enhance proficiency in advanced tools such as Clarabridge VOC and PowerBI, effectively leveraging data analysis and visualization for improved decision-making and insights.
- Conducted targeted audits and evaluations of departmental processes and workflows to identify areas of improvement and compliance risks.
- Developed and updated quality feedback programs and questionnaires used by claims leaders, resulting in 30% improvement in quality performance of claims customer service department.
- Assumed role of Acting National Quality Manager with pivotal responsibilities, demonstrating leadership excellence, particularly during critical transition to new quality platform.
Quality Assurance Supervisor
Farmers Insurance
09.2012 - 06.2015
- Led and directed diverse team of 8-10 quality auditors responsible for assessing business performance, work quality and prioritizing strategic actions.
- Provided strategic leadership, fostering exceptional performance and prioritizing personal and professional development. Significantly contributed to career advancement of multiple team members into cross functional roles throughout organization.
- Collaborated with leadership teams in multiple offices to ensure consistent standards and alignment across all sites.
- Played integral role in nurturing workplace culture that prioritized quality, elevated customer’s experience, promoted collaboration, and cultivated strong sense of unity and family.
- Oversaw onboarding and training of new employees to promote qualified and well-coordinated quality assurance team
Senior QA Coach
Farmers Insurance
09.2009 - 09.2012
- Ensured accuracy of audits completed by QA coaches and provided feedback on how to improve.
- Assisted in creating new quality forms and led innovation for team by introducing new production tracking process to improve efficiency and other internal improvements.
Customer Service Associate / Acting Senior Coach / Acting QA Supervisor
Farmers Insurance
06.2002 - 09.2009
- Interacted with customers to enter loss information and process claims.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Trained new coaches and approved their audits.
- Leading team by demonstrating desired behaviors, communicating goals and providing periodic reviews.
Skills
LEADERSHIP
- Inclusive & Collaborative
- Communication
- Outcome Focused
- Employee Development
INNOVATION
- Problem Solving
- Process Improvement
- Data Analytics
- Curiosity
STRATEGY
- Consultancy
- Performance Metrics
- Change Management
- Influence
Accomplishments
- Achieved substantial cost savings in the call center by identifying process enhancements for glass-related calls, resulting in a 4 FTE annual equivalent reduction.
- Recommended improvements with our glass vendor partner to enhance accuracy in capturing key data during First Notice of Loss (FNOL) calls, increasing quality results by over 70%.
- Spearheaded the development of a new quality program for two departments, leading sessions to pinpoint essential quality metrics, conducting calibration sessions with key stakeholders, and actively contributing to the evolution and enhancements of quality standards for these units.
- Streamlined quality processes by consolidating 14 separate questionnaires into a single comprehensive format during the transition to new quality software platforms.
- Contributed to Automated Claim Review projects within the Agile framework, writing user stories to ensure the representation of each department's unique needs and requirements.
- Recognized with three Excellence in Claims awards and two nominations for Passion for Excellence awards, underscoring exceptional leadership and commitment to quality.
Personal Information
Title: Quality Assurance Consultant
Licenses
Licensed Insurance Adjuster | State of Texas
Texas Department of Insurance
Timeline
National Quality Assurance Consultant - FNOL, Coverage Investigations
Farmers Insurance
06.2015 - 11.2023
Quality Assurance Supervisor
Farmers Insurance
09.2012 - 06.2015
Senior QA Coach
Farmers Insurance
09.2009 - 09.2012
Customer Service Associate / Acting Senior Coach / Acting QA Supervisor
Farmers Insurance
06.2002 - 09.2009