Jennifer Lawson
Cedar Park,TX
Summary
In-depth Quality Assurance Specialist with success in prioritization and multitasking. Exceptional communication and organizational skills. Committed to paying impeccable attention to reviews and auditing procedures. Thorough Quality Assurance Specialist with a 5 year background in insurance. Excellent resource management and allocation skills. Outstanding communication, organizational and time management talents. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
Work History
Quality Assurance Consultant
Farmers Insurance Group
05.2020 - 08.2023
- Created PowerPoint presentations to present to stakeholders.
- Reduced defect rates by conducting thorough root cause analysis and providing actionable feedback to development teams.
- Reviewed recorded phone calls and chats to endure the correct the current processes were followed. Made sure that it fell under the rules of compliance.
- Audited knowledge resources to ensure they were correct and easy to understand.
- Manage our monthly plan by creating a weekly plan and providing my peers with daily updates.
Senior Service Advocate
Farmers Insurance Exchange
11.2010 - 05.2020
- Personal Lines Producer licensed in multiple states (TX).
- Supported customers and agents on any policy changes, complex billing issues, retention and upsell.
- Supported new hires with onboarding from 2012-2020.
- Mentored junior service advocates, providing guidance on best practices and customer relationship management.
- Provided backstop support for supervisors who were on vacation or leave.
Bookkeeper
Howard Edward Butt Grocery Company
05.2007 - 09.2010
- Provide and analyze internal reports to top management on a daily basis.
- Developed excellent cash handling skills by processing approximately $100,00 per day.
- Reduced errors in financial reporting by conducting thorough reviews and ensuring accurate data entry.
Education
Associates of General Insurance - Insurance
The Institutes
New York, United States08.2010
High School Diploma -
Monsignor Kelly Catholic High School
Beaumont, United States05.2002
Skills
- Fluent in Spanish
- 70 WPM typist Proficient in Microsoft Office (Word, Excel, Outlook), PowerPoint, Skype, WebEx
- Excellent communication, critical thinking, multitasking, dependability, problem solving abilities, adaptability and team player
Timeline
Quality Assurance Consultant
Farmers Insurance Group
05.2020 - 08.2023
Senior Service Advocate
Farmers Insurance Exchange
11.2010 - 05.2020
Bookkeeper
Howard Edward Butt Grocery Company
05.2007 - 09.2010
Associates of General Insurance - Insurance
The Institutes
High School Diploma -
Monsignor Kelly Catholic High School
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