Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Julia Kaherl

Hastings,MI

Summary

Methodical Quality Assurance Specialist with an eight-year track record of providing exceptional discretion, quality management, and performance analysis services in the Insurance industry. Adept at training new hires, retraining employees, and managing the accuracy of all products.

Skilled in managing multiple priorities and projects to solve promptly. Ability to adapt quality skills to translate to any market.

I am seeking an opportunity to leverage these skills to contribute to the overall success of the company.

Overview

16
16
years of professional experience

Work History

Quality Consultant - Personal Lines & Specialty Lines

Farmers Insurance
Grand Rapids, MI
08.2021 - 08.2023
  • Reviewed customer complaints and identified root causes of quality issues.
  • Developed and implemented corrective actions to improve product quality.
  • Conducted internal audit reviews to ensure compliance with established procedures.
  • Assessed new processes for potential areas of improvement in quality control.
  • Analyzed data from customer surveys to identify opportunities for improvement.
  • Performed process mapping to evaluate current operations and recommend changes for improved efficiency.
  • Created detailed reports on the results of quality audits.
  • Collaborated with cross-functional teams to develop strategies for improving product reliability.
  • Designed and implemented training programs to enhance employee performance and knowledge of quality standards.
  • Initiated investigations into non-conformance issues, identified root causes, and developed solutions.
  • Documented findings from inspections and audits, ensuring accuracy in reporting information regarding product defects or other irregularities.
  • Conducted regular meetings with staff members responsible for production activities in order to discuss any problems or concerns relating to product quality.
  • Evaluated existing processes against industry best practices in order to identify areas needing attention or improvement.
  • Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
  • Prepared reports to communicate results of quality inspection activities to management.
  • Analyzed quality assurance data to identify trends and develop and implement corrective action plans.
  • Consulted with management and personnel to educate on QA standards.

Service Consultant

Farmers Insurance
Grand Rapids, MI
12.2016 - 08.2021
  • Maintained risk selection and financial control integrity for the Non-Standard auto product by analyzing and processing complex transactions.
  • Provided excellent customer service to customers by answering inquiries and resolving complaints.
  • Demonstrated knowledge of company products and services, including pricing plans and features.
  • Maintained accurate records of customer interactions, transactions, comments, and complaints.
  • Researched billing issues for customers using various software programs.
  • Analyzed data from surveys to identify areas where improvements could be made in customer service delivery processes.
  • Performed administrative tasks such as filing documents, and responding to emails., as required.
  • Developed training materials for new employees related to providing excellent customer service.
  • Mentored junior staff members on best practices when interacting with customers via telephone or email.
  • Responded quickly to customer concerns and complaints, typically within one business day.
  • Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
  • Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
  • Utilized in-house systems and software to drive customer interaction and communication through service process.

Senior Service Advocate

Farmers Insurance
Grand Rapids, MI
06.2015 - 12.2016
  • Analyzed, clarified, and resolved policy and account-related questions from internal and external customers in Farmer's Non-Standard California-specific auto product to determine appropriate solutions.
  • Developed and maintained positive relationships with customers through timely responses and follow-up calls.
  • Resolved complex customer issues by researching information from multiple sources.
  • Assisted customers in navigating the company's website.
  • Adhered to established policies and procedures while providing exceptional customer service support.
  • Handled escalated customer concerns professionally to ensure satisfaction was achieved.
  • Attended regular team meetings discussing current challenges faced by the organization's customers.
  • Participated in training sessions aimed at improving the overall knowledge base of team members.
  • Maintained accurate records of all customer interactions using the company's database system.
  • Performed data entry tasks accurately within established timelines.
  • Ensured compliance with applicable laws, regulations, policies, and procedures related to customer service activities.
  • Supported other teams as needed by taking on additional tasks or projects when needed.
  • Safeguarded customer privacy with strict adherence to protocols.

Residential Advocate

MOKA
Grand Rapids, MI
06.2007 - 06.2015
  • Demonstrated empathy and care for individuals with severe disabilities in a residential environment.
  • Assisted in the development of safety plans for clients, including referrals to community resources.
  • Facilitated monthly case management meetings with clients to review progress toward stated objectives.
  • Maintained accurate client records, ensuring all documentation was up-to-date according to agency standards.
  • Collaborated with a multidisciplinary team of professionals in order to coordinate services for clients.
  • Responded promptly and compassionately to emergency calls from residents of the facility.
  • Served as a liaison between residents of the facility and external organizations providing assistance or resources.
  • Transported and accompanied residents to and from medical appointments, shopping trips, recreational activities and scheduled activities.
  • Maintained neat and clean bathrooms and changed linens on daily basis.
  • Worked with care team to assess client needs and discuss collaborative treatment efforts.
  • Established behavioral modification goals and assessed progress toward goals.
  • Maintained confidentiality through stringent handling of charts and data.

Education

Bachelor of Arts (BA) - Psychology

Cornerstone University

Skills

  • Insurance Underwriting
  • Excellent Verbal and Written Communications Skills
  • Relationship Management
  • Time Management
  • Risk and Data Analysis
  • Cross-functional Collaboration
  • Salesforce Experience
  • TeamThink Experience
  • Microsoft Office
  • Meeting Facilitation
  • Prioritization
  • Highly Organized
  • Detail-Oriented
  • Internal/External Audit
  • Experienced Quality Professional
  • Correction Action Planning
  • Documentation and Reporting
  • Team Collaboration
  • Performance Monitoring
  • Issue Resolution
  • Sampling
  • Regulatory Compliance
  • Risk Management
  • Vendor and Client Relations
  • Establishing and Enforcing Policy
  • Sound Decision-Making Abilities
  • Quality Improvements
  • Customer Service
  • Analytical Thinking
  • Project Management
  • Public Speaking

References

References available upon request.

Timeline

Quality Consultant - Personal Lines & Specialty Lines

Farmers Insurance
08.2021 - 08.2023

Service Consultant

Farmers Insurance
12.2016 - 08.2021

Senior Service Advocate

Farmers Insurance
06.2015 - 12.2016

Residential Advocate

MOKA
06.2007 - 06.2015

Bachelor of Arts (BA) - Psychology

Cornerstone University

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Julia Kaherl