Laura Leyva
Flower Mound,TX
Summary
Dynamic Quality Assurance Analyst successfully executes testing methodologies to identify gaps and make recommendations for process improvements. Leverages excellent analytical and programming skills to document and troubleshoot errors. Advanced knowledge of test case management and defect tracking tools to support test processes.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Quality Assurance Analyst
Insurance Technologies Corporation
Carrollton, TX
07.2020 - Current
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
- Documented current production methods to identify points of limitation to target for quantification through testing procedures.
- Monitored resolution of bugs, tested fixes and helped developers tackle ongoing problems by providing QA perspective.
- Identified and tracked defects with Insurance Rater and supported developers in resolving problems by completing additional tests.
- Evaluated data sets from multiple test implementations to determine and account for standard variance in test results.
Customer Success Manager
Insurance Technologies Corporation
Carrollton, TX
12.2019 - 07.2020
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Managed over 50 customer calls per day. Increased retention and sales by 25%.
Sales and Service Manager
MGA Insurance
Dallas, TX
08.2015 - 12.2019
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
- Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
- Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.
- Designed and implemented strategic business plans to achieve growth and sales goals while managing sales team and building long-lasting customer relationships.
- Increased customer retention by developing and offering unique discount options while driving interest in new product lines.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved concerns with products or services to help with retention and drive sales.
- Managed team of 50 service and sales agents. Increased sales by 60% and increased customer retention by 85%.
Quality Assurance Manager
MGA Insurance
Dallas, TX
08.2010 - 08.2015
- Implemented new quality assurance and customer service standards.
- Established and tracked quality department goals and objectives.
- Monitored staff organization and suggested improvements to daily functionality.
- Determined quality department standards, practices and procedures.
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
- Collaborated with audit clients and action owners to apply root cause analysis guidance and establish effective corrective action plans.
- Tracked quality issues with external customers, suppliers and internal plant operations.
- Managed team of 10. Improved quality, processes, and performance by 55%.
Education
Associate of Business Administration - Business Administration
Valle Verde Community College
El Paso, TX05.1996
Skills
- Quality Issue Identification
- Test Case Development
- Improvement Recommendations
- Time Management
- Critical Thinking
- Strategic Planning
- Functional Testing
- Microsoft Office
- Microsoft SQL Servers
- Microsoft Outlook
- Problem-Solving
- Monitoring
- Service-Orientation
- Taking Precise Measurements
- Quality assurance
Certification
- P&C General Lines License
- Public Notary
Languages
Spanish
Native or Bilingual
Timeline
Quality Assurance Analyst
Insurance Technologies Corporation
07.2020 - Current
Customer Success Manager
Insurance Technologies Corporation
12.2019 - 07.2020
Sales and Service Manager
MGA Insurance
08.2015 - 12.2019
Quality Assurance Manager
MGA Insurance
08.2010 - 08.2015
Associate of Business Administration - Business Administration
Valle Verde Community College
- P&C General Lines License
- Public Notary
Similar Profiles
Peter HydePeter Hyde
Software Architect at Alegeus Technologies LLCSoftware Architect at Alegeus Technologies LLC
Jamila ReedJamila Reed
Financial Institution Specialist at Federal Deposit Insurance Corporation, FDICFinancial Institution Specialist at Federal Deposit Insurance Corporation, FDIC
BHARATH SAMREDDYBHARATH SAMREDDY
Full Stack Developer at Insurance Corporation of British ColumbiaFull Stack Developer at Insurance Corporation of British Columbia