Summary
Overview
Work History
Education
Skills
Timeline
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Karla Zamora

Aubrey,TX

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

11
11
years of professional experience

Work History

Quality Assurance Analyst

Hallmark Financial Services
05.2024 - Current
  • Mentored and coached team members on QA topics and strategies.
  • Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
  • Develop and execute manual test plans and scripts


  • Analyze and clearly document and communicate test results, defects and risks
  • Collaborate with internal and external resources to understand client use cases and ensure features and functionality are working per business requirements
  • Communicate and document test progress, estimates, timeframes and other relevant information to management and other project stakeholders
  • Work closely with others in a team environment
  • JIRA knowledge

Personal Lines Underwriter

Hallmark Financial Services
05.2023 - 05.2024
  • Review all policy information and applies critical thinking skills to determine if risk meets the Company’s underwriting guidelines and to ensure the policy is rated correctly.
  • Review new business policies, endorsements, and renewal policies for accuracy, correct rating, and compliance with program underwriting guidelines.
  • Process cancellations and non-renewals of unacceptable risks within state statutory requirements and program underwriting guidelines.
  • Reviews discount proofs to validate discount qualification.
  • Process correspondence from agents, policy holders, and loss payees/additional interests.
  • Review , investigates and processes claim alerts.
  • Process policy reinstatements.
  • Review underwriting reports including but not limited to MVR, Loss History, and TransUnion insurance score reports ordered at point-of-sale.
  • May order and process underwriting reports such as MVR, Loss History, TransUnion Insurance score and Vehicle History reports.
  • Identifies and investigates red flags encountered during processing work or phone calls.
  • Documents policy files in a factual and professional manner that reflects solid thought process, decision making, and application of underwriting guidelines.
  • Provide feedback to Personal Lines Underwriting Manager on agency issues.
  • Handle inbound calls assisting agents and policy holders with policy questions or concerns as assigned.
  • Perform duties and responsibilities within the department quality and productivity standards, state regulatory requirements, and product underwriting guidelines.

Shared Services Specialist

Hallmark Financial Services
08.2022 - 05.2023
  • Enter rush clearance request from Brokers and Underwriters into processing database and triage to appropriate underwriter.
  • Monitor group e-mail and outlook mailboxes. Obtain necessary business knowledge to respond accurately and timely to all request.
  • Audit Underwriter accounts to update submission status in the processing system.
  • Assist manger with the training of new hires on all shared services task as needed.
  • Participate in department projects
  • Keep manager and team members informed of activates and/or problems within assigned area of responsibility. Being sure to escalate issues to manager in timely manner.


Policy Services Team Lead

Hallmark Financial Services
02.2018 - 08.2022
  • Boosted team morale and engagement by organizing team-building activities, promoting collaboration, and recognizing individual achievements.
  • Effectively respond to requests from policy associates, policy holders and agents via TL Inbox, Teams chats and phone calls regarding policy information, including: coverage or coverage definition inquiries, policy changes and quotes.
  • Execute critical thinking and sound judgment to resolve escalated issues of intermediate complexity from associates, policy holders and agents.
  • Administer detailed underwriting review and processing on new and existing business within established guidelines.
  • Support Supervisor in onboarding training for new team members by monitoring calls and giving feedback
  • Assist Supervisor with ensuring quality and processing standards are met within assigned team by completing monthly quality call controls.
  • Responsible for coaching as a follow up on quality control calls
  • Responsible for monitoring RingCentral board to ensure calls/chats are answered in a timely manner to ensure that the call center service level is met.
  • Shared responsibility for constructing and sending out the daily Call Center Service Level report from the previous day.
  • Assist Supervisor with communicating with IT of any system issues
  • Assist Supervisor with communicating with HPL Diamond on issues/errors on policies within Diamond
  • Responsible for communicating with the Supervisors on any mistakes/training issues via a DTO
  • Assist Supervisor with special projects that as assigned

Customer Service Representative

A-max Auto Insurance
04.2014 - 12.2016
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded proactively and positively to rapid change.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Trained new personnel regarding company operations, policies and services.
  • Met customer call guidelines for service levels, handle time and productivity

Education

High School Diploma -

Plano West Senior High School
Plano, TX
06.2011

Skills

  • Conflict Resolution
  • Collaborative Environments
  • Multitasking and Organization
  • Account Management
  • Administrative and Office Support
  • Providing Feedback
  • Quality Assurance Evaluation
  • Call Volume and Quality Metrics

Timeline

Quality Assurance Analyst

Hallmark Financial Services
05.2024 - Current

Personal Lines Underwriter

Hallmark Financial Services
05.2023 - 05.2024

Shared Services Specialist

Hallmark Financial Services
08.2022 - 05.2023

Policy Services Team Lead

Hallmark Financial Services
02.2018 - 08.2022

Customer Service Representative

A-max Auto Insurance
04.2014 - 12.2016

High School Diploma -

Plano West Senior High School

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Karla Zamora