Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Kara Olson

Glenrock,WY

Summary

Thorough Quality Assurance Specialist with over a decade background in Insurance. Excellent resource management and communication skills.

Overview

14
14
years of professional experience

Work History

Express Quality Consultant

Allstate Insurance Co
07.2016 - Current
  • Maintained strong attention to detail while reviewing numerous recordings of customer interactions, and claim documents.
  • Conducted in-depth research to strengthen the overall quality and credibility of each review.
  • Stayed up-to-date on Express claims process and best practices, incorporating relevant information into reviews as needed.
  • Contributed to the development of a knowledge base for common issues encountered during reviews, streamlining future problem-solving efforts.
  • Maintained strict confidentiality with sensitive client information, adhering to industry standards and company policies.
  • Provided input on refining internal review processes based on client feedback, ensuring a positive experience for all stakeholders.
  • Identified areas for potential improvements within reviewed recordings, providing actionable recommendations to leadership.

Team Leader TDY

Allstate Insurance Company
08.2015 - 05.2016
  • Conducted reviews of recorded customer interactions and claims ensuring compliance and accuracy.
  • Performed report analysis to identify areas of opportunity and to measure growth at desk, team and office level
  • Developed team member's skills through targeted coaching sessions and training, resulting in improved individual performance with focus on accuracy and friendly service.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics and recordings of customer interactions.
  • Established clear communication channels that ensured the timely exchange of information between team members and stakeholders.

Workforce Planning

Allstate Insurance Company
05.2014 - 04.2016
  • Served as contact person for Verint software application issues for Express leadership and CES teams.
  • Created reports and spreadsheets for Express aiding in identifying and tracking areas of opportunity, compliance and KPIs.
  • Designed and created quality review forms for Express CSA in English and Spanish.
  • Facilitated meetings and trainings with various Express sites and CSA staff and Express Quality Review teams.
  • Utilized various applications such as Business Objects, EPRS, Form Designer, Desktop analytics and Verint to identify areas of opportunity and improve upon current functionality.
  • Developed strong communication and organizational skills through working on group projects.

Claim Experience Specialist

Allstate Insurance Company
08.2010 - 10.2013
  • Worked directly with a team of 20 Specialists and their direct supervisor assisting with coaching and development plans.
  • Designed and ran reports (including AVAYA, EPRS, and Business Objects) to identify areas of opportunity and to measure growth
  • Monitored and reported on key metrics and behaviors
  • Provided exemplary customer service to both internal and external customers.
  • Completed reviews of live and recorded customer interactions, provided feedback and assisted in developing specialists to improve interactions and claims accuracy.
  • Assisted with investigating and following-up on DOI complaints as needed.

Education

Bachelor of Science - Business Management

Western Governors University
Salt Lake City, UT

Skills

  • Work Prioritization
  • Originality and Creativity
  • Attention to Detail
  • Clear Communication
  • Process Improvement
  • Performance Evaluation
  • Active Listening
  • Business Analysis and Reporting

Accomplishments

  • Developed SMOI 3-2-1 which is still taught throughout Express to improve Express SMOI measurement.
  • Winner of the 2014 Distinguished Performance Award and various local and inner department awards.
  • First Cheyenne Express quality member to achieve 100% on quality audit.

Timeline

Express Quality Consultant

Allstate Insurance Co
07.2016 - Current

Team Leader TDY

Allstate Insurance Company
08.2015 - 05.2016

Workforce Planning

Allstate Insurance Company
05.2014 - 04.2016

Claim Experience Specialist

Allstate Insurance Company
08.2010 - 10.2013

Bachelor of Science - Business Management

Western Governors University

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Kara Olson