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
Austin, United States
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
Austin, United States
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
Austin, United States
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