Karol Mabin
Fort Worth,United States
Summary
I have 20 years of extensive expertise at Assurant and worked in the following departments of Customer Service and Quality Assurance as an Auditor for Open Items, Loss Drafts, Processing, Research and Reports. Also, skilled in customer engagement, quality improvement and conflict management. I have a proven track record in enhancing process efficiency by conducting cross-site collaboration with the Global team and with the executive management for the following sites: Springfield, Florence, Duluth and Atlanta. Committed to leveraging strong knowledge of multiple internal systems to drive operational excellence and deliver exceptional service.
Overview
20
20
years of professional experience
Work History
Quality Control Specialist
Assurant
Fort Worth, TX
03.2010 - Current
- Review over 30+ various reports to ensure operational compliance with the client's requirements of policies and procedures
- Exposure to False Placement Reports
- Identify potential quality issues and provide feedback to Operations
- Responsible for cross training collogues on various reports
- Responsible for reviewing multiple systems and internal applications to ensure the proper research was performed by Operations
- Reviewed systems to verify if correct updates and disbursements were made to the system
- Reviewed system to verify if the correct letters were sent out to the customers
- Identify error trends and reports the information to the business
- Utilizes internal systems to validate correct insurance payees
- Review systems to ensure that Lender placed insurance was cancelled or set up on the systems correctly
- Cross train and provide knowledge transfers to collogues
- Partnered with cross-functional global and cross site executive management teams to resolve quality issues, develop best practices
- Assisted with the Development of the Information Gathering Facility and implemented new quality assurance frameworks, resulting in improved accuracy and reduced processing time for obtaining and updating servicing systems with insurance information and payment disbursements
Quality Control Representative, Processing Reviewer
Duluth, GA
11.2012 - 03.2014
- Conducted thorough quality assessments of Verification and Validation
- Identified error trends and provided feedback to Operations
- Ensured that services systems was properly updated and correct disbursements made
Quality Assurance Representative, Loss Drafts Auditor
Duluth, GA
09.2010 - 11.2012
- Conducted a thorough assessment of insurance claims documentation, identifying critical discrepancies
- Partnered with operational teams to implement change in policy and procedures
- Verified if the correct documents were received to release claim checks
Quality Assurance Specialist, Open Items Auditor
Duluth, GA
04.2007 - 09.2010
- Reviewed outbound calls made to insurance companies and/or agencies
Customer Service Representative, Assurant Specialty Property
Fort Worth, TX
03.2006 - 04.2007
- Resolved customer inquiries, enhancing satisfaction and retention
- Managed high call volumes, improving response efficiency
- Collaborated with team to streamline service processes
- Utilized problem-solving skills to address complex issues
- Contributed to a measurable increase in customer loyalty
Education
Microsoft Office -
Mountain View College
Dallas, TX03-2005
Skills
- Quality Auditing (Experienced)
- Cross-Functional Collaboration (Experienced)
- Process Improvement (Experienced)
- False Placement Reports (Experienced)
- Product Knowledge (Experienced)
- Documentation Accuracy (Experienced)
- Quality Improvement (Experienced)
- Call Handling (Experienced)
- Processing (Experienced)
- Multiple Internal Systems, Black Knight, LSAMS, SSP, Trackall, Agilsource, Condo Tracker (Experienced)
Timeline
Quality Control Representative, Processing Reviewer
11.2012 - 03.2014
Quality Assurance Representative, Loss Drafts Auditor
09.2010 - 11.2012
Quality Control Specialist
Assurant
03.2010 - Current
Quality Assurance Specialist, Open Items Auditor
04.2007 - 09.2010
Customer Service Representative, Assurant Specialty Property
03.2006 - 04.2007
Microsoft Office -
Mountain View College