Jessica Ayala

· Investigate companies' financial records to make sure they comply with law.

· Make and receive inbound and outbound calls and emails to Insureds, Retail Agents and Brokers on a daily basis

· Responded to client calls and emails to follow up on audits and answer questions about current and prior audits.

· Schedule and conduct Interviews.

· Interview business owners to understand needs and explain audit scope.

· Analyzed data and findings to prepare reports detailing financial information.

· Compiled and evaluated digital documents to complete general liability and workers comp audits.

· Input data into companies' software for analysis.

· Performed observations and evaluated supporting documents to supplement audit findings.

· Maintained integrity of general ledger and chart of accounts.

· Input data into companies' software for analysis.

· Created thorough audit reports with results, recommendations and conclusions.

· Maintained and managed customer files and databases.

• Conducted 100+ interviews daily
• Followed project specifications with high-level accuracy and integrity
• Read script verbatim, recorded and coded results and data from interviews or surveys, using company software
• Earned title of Top Agent, while creating effective and fantastic customer experience exceeding customer expectations
• Provided excellent quality customer service by patiently listening and communicating company policies with empathy
• Received a positive feedback rating of 97% based on customer satisfaction surveys.
• Handled a large volume of customer inquiries and complaints always maintaining positive mindset and attitude.

• Handled an average of 50+ customer complaints per day with a 97% customer satisfaction rating
• Negotiated and upgraded customer contracts for company services
• Possessed High levels of emotional intelligence and empathy to keep angry/ irate customers calm
• Answered 100+ incoming calls daily and provided instructions to resolve customers' issues
• Suggested new ways to persuade customers to maintain or upgrade their services, resulting in 21% fewer cancellations
• Manage disputes quickly and effectively.
• Addressed potential cancellations and offered catered solutions to retain accounts.
• Controlled resources and utilized assets to achieve qualitative and quantitative targets.

• Assisted in receipt, storage, issue, maintenance, modification, destruction, and demilitarization of explosive items; performs ammunition supply stock control and accounting duties using automated procedures; assists in preparation of transportation of ammunition components and explosives
• Supervised assembly and placement of large-scale artillery systems prior to launch.
• Completed inspections and any basic repairs needed to uphold strict performance standards.
• Established performance goals for Soldiers and provided feedback on methods for reaching those milestones.
• Established and maintained performance, quality and service standards for professional customer care