Kimberly Sikes
Middleburg
Summary
Dynamic operations and compliance professional with extensive experience in improving operational effectiveness across diverse teams. Proven track record in leading quality assurance initiatives, managing high-volume call center workflows, and partnering with leadership to strengthen compliance and enhance service delivery.
Overview
17
17
years of professional experience
1
1
Certification
Work History
QA & Compliance Manager
Alliance Insurance
07.2024 - 05.2026
- Led quality assurance and compliance initiatives, enhancing operational effectiveness across departments.
- Reviewed audits and developed corrective action plans to address compliance gaps.
- Partnered with leadership to identify and mitigate compliance risks, strengthening operational processes.
Referral Agent Support Department Manager
Alliance Insurance
04.2023 - 07.2024
- Oversaw workflows, compliance procedures, and operational reporting for a high-volume call center to maintain service quality and regulatory adherence.
- Managed health referral agent support operations in a remote environment to ensure seamless service delivery.
- Maintained detailed records of client interactions and referrals.
Executive Admin Assistant & Recruiting Coordinator
Alliance Insurance
11.2021 - 02.2024
- Supported executive leadership with administrative operations, recruiting coordination, and HR liaison duties.
- Coordinated scheduling while safeguarding confidentiality of employment documents to uphold trust and compliance.
- Collaborated with cross-functional teams to develop innovative insurance solutions.
Referral Agent Support Department Manager
Alliance Insurance
10.2020 - 11.2021
- Led health enrollment operations and customer support functions to enhance service delivery.
- Coordinated policy renewal processes and customer retention efforts to maintain client relationships.
- Maintained up-to-date knowledge of insurance products and services.
Personal Lines Assistant Manager
Alliance Insurance
07.2019 - 10.2020
- Managed personal lines insurance operations and evaluated staff performance to ensure service quality.
- Coordinated communication between clients and underwriters for policy changes.
- Assisted clients with personal lines policy inquiries and updates.
Personal Lines Team Lead
Alliance Insurance
11.2018 - 07.2019
- Supervised daily service operations, ensuring adherence to quality standards through regular reviews.
- Coordinated workflow among team members to enhance operational efficiency.
- Trained new staff on company policies and procedures for optimal performance.
Personal Lines Senior CSR
Alliance Insurance
06.2016 - 11.2018
- Provided personalized support for personal lines insurance clients, addressing inquiries and resolving issues to enhance customer satisfaction.
- Resolved complex customer issues through effective communication and problem-solving.
- Educated clients about insurance products and coverage options.
Member Service Specialist
VyStar Credit Union
04.2013 - 03.2016
- Educated members on financial products and services offered by the credit union.
- Resolved member complaints and provided timely solutions to enhance satisfaction.
- Delivered customer service and supported financial transactions in high-pressure banking environment.
- Selected for dedicated internet banking support team
Student Manager
VyStar Credit Union
06.2009 - 06.2011
- Managed student branch operations, performed audits, and executed administrative functions to promote compliance and operational efficiency.
- Managed student-led initiatives to enhance financial literacy programs.
Education
Associate of Arts - Mathematics
University of North Florida
Jacksonville, FL04-2013
Skills
- Compliance & internal auditing
- Quality assurance oversight
- Regulatory compliance oversight
- Process development & improvement
- Data privacy
- Data evaluation
- Leadership & management
- Operational reporting
- Health Insurance
- Personal Lines Insurance
- Training development
- Recruiting Coordination
- Strong attention to detail
- 70-80 WPM
Certification
- 240 - Florida Health License
- 2044 - Florida Personal Lines License
Timeline
QA & Compliance Manager
Alliance Insurance
07.2024 - 05.2026
Referral Agent Support Department Manager
Alliance Insurance
04.2023 - 07.2024
Executive Admin Assistant & Recruiting Coordinator
Alliance Insurance
11.2021 - 02.2024
Referral Agent Support Department Manager
Alliance Insurance
10.2020 - 11.2021
Personal Lines Assistant Manager
Alliance Insurance
07.2019 - 10.2020
Personal Lines Team Lead
Alliance Insurance
11.2018 - 07.2019
Personal Lines Senior CSR
Alliance Insurance
06.2016 - 11.2018
Member Service Specialist
VyStar Credit Union
04.2013 - 03.2016
Student Manager
VyStar Credit Union
06.2009 - 06.2011
Associate of Arts - Mathematics
University of North Florida