Karen Quiroz Acosta
Coral Gables,USA
Summary
Diligent and detail-oriented professional with over 5 years of customer experience with attention to complex claims processes in compliance with regulatory requirements to reach fair and equitable settlements. Adept at determining proper course of action for coverage and disposition of claims through effective judgment, analytical, and decision-making skills.
Overview
9
9
years of professional experience
Work History
Quality Assurance Coordinator
American Express Assurant
07.2024 - Current
- Evaluate and analyze claims to ensure accuracy and compliance.
- Review coverage details to verify alignment with the policies.
- Ensure accurate documentation is maintained thorough claim processing.
- Assess settlement negotiations to ensure they align with policy terms and are consistent.
- Conduct quality audits of claims to identify discrepancies and recommend actions needed.
- Monitor and review adjuster decisions to ensure consistency with company policies and regulatory requirements.
Quality Analyst Coordinator
Q Link Wireless
04.2024 - 06.2024
- Developed and implemented a streamlined process for generating comprehensive quality assurance reports using Microsoft Excel
- Created templates and automated tools to track and analyze key metrics such as productivity, attendance, accuracy, and equipment calibration
- Ensured data integrity and accuracy through meticulous validation and verification procedures
- Collaborated with cross-functional teams to gather and integrate data, ensuring alignment with organizational goals and regulatory requirements
- Presented actionable insights derived from Excel reports to senior management, facilitating data-driven decision-making and process improvements
Quality Analyst
Q Link Wireless
08.2023 - 04.2024
- Monitor and analyze sale calls to implement scripting changes and apply coaching to grow revenue
- Evaluate performance across offshore call centers spanning India, North, and Central America
- Conduct comprehensive call audits to ensure telecommunications company compliance with government regulations
- Analyze various quality metrics including voice, live chat, emails, social media interactions, CSAT, and app reviews
- Provide onboarding training and ongoing coaching for team members
- Maintain and uphold quality KPI metrics
- Generate detailed reports outlining weekly trends and insights
Quality Analyst
Allstate Insurance
01.2020 - 11.2021
- Collaborated with training and operations teams to enhance associate performance
- Developed and implemented strategies to maintain KPIs in production
- Monitored call and case performance, utilizing key metrics to track product quality
- Created engaging training materials to support continuous improvement
- Introduced new processes and tools to optimize quality procedures
Bilingual Representative
Allstate Insurance
02.2019 - 01.2020
- Responded promptly to customer inquiries, resolving issues effectively
- Maintained accurate documentation of service issues and resolutions
- Managed product/service workflows, prioritizing tasks accordingly
- Collaborated with management to address complex organizational challenges
Sales Representative
Innovative Solutions Inc.
08.2018 - 01.2019
- Successfully exceeded quarterly sales targets by 20%, consistently ranking as a top performer in the sales team
- Leveraged fluency in English and Spanish to effectively communicate with a diverse client base, resulting in a 30% increase in customer acquisition within Spanish-speaking markets
- Utilized advanced CRM systems such as Salesforce and Sprout Social to manage customer interactions, track leads, and streamline sales processes
- Developed and implemented tailored sales strategies based on thorough market analysis and customer needs assessment, resulting in a 25% improvement in customer satisfaction scores
- Collaborated cross-functionally with marketing and product teams to launch new products and promotions, contributing to a 15% increase in overall revenue
Bilingual Representative
TRS Corporation
08.2018 - 12.2017
- Provided detailed product/service information to customers, driving sales
- Delivered high-quality service, resolving customer objections professionally
- Directed incoming calls to appropriate departments, maintaining customer records
- Represented the company effectively within the customer base
Customer Representative
Atlantic International
03.2016 - 07.2015
- Proactively sold products, addressing customer needs effectively
- Managed existing and potential accounts, optimizing sales strategies
- Tailored sales presentations to various sales outlets and factors
- Submitted comprehensive activity reports to management, contributing to territory analyses
Education
B.S. - Industrial Engineering
Universidad Autónoma del Caribe
03.2021
Skills
0620- Insurance Adjuster- All lines License
Microsoft Power BI
Proficient Microsoft Office suite
Bilingual: English and Spanish
Data Analysis
Salesforce
Live Agent
Analytical thinker
Problem-solving
Attention to detail
Timeline
Quality Assurance Coordinator
American Express Assurant
07.2024 - Current
Quality Analyst Coordinator
Q Link Wireless
04.2024 - 06.2024
Quality Analyst
Q Link Wireless
08.2023 - 04.2024
Quality Analyst
Allstate Insurance
01.2020 - 11.2021
Bilingual Representative
Allstate Insurance
02.2019 - 01.2020
Sales Representative
Innovative Solutions Inc.
08.2018 - 01.2019
Bilingual Representative
TRS Corporation
08.2018 - 12.2017
Customer Representative
Atlantic International
03.2016 - 07.2015
B.S. - Industrial Engineering
Universidad Autónoma del Caribe
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