Laurie Harris
Hammond,IN
I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.
Maya Angelou
Summary
Thorough Quality Assurance Specialist with 10+ year background in Insurance, Benefit Administration and Customer Success. Excellent resource management and allocation skills. Outstanding communication, organizational and time management talents. Familiar with handling multiple projects in highly competitive environments; solid interpersonal and collaboration skills. Accomplished trainer and team leader with a focus on identifying issues and implementing solutions. Dedicated to achieving increased customer satisfaction and improved call resolution rates. Detail-oriented in reporting, trend analysis, and workflow management.
Overview
10
10
years of professional experience
7
7
Years within the Quality Assurance and Training relms
4
4
Years of supervisory experience
Work History
Lead Quality Assurance Specialist
KForce/Lennar
Miami
11.2022 - 09.2023
- Maintained detailed records of quality evaluations, providing valuable insights for ongoing performance reviews and improvement initiatives.
- Facilitated regular calibration meetings with supervisors, aligning evaluation standards for consistent results throughout the team.
- Served as a subject matter expert on call center quality assurance, providing guidance and expertise to colleagues and management as needed.
- Collaborated with management to develop targeted coaching plans, resulting in higher agent performance levels.
- Increased team and individual call score average from 74% to 90% during six month period
Quality Assurance Specialist
VIU by HUB
Chicago
10.2021 - 09.2022
- Facilitated regular calibration meetings with supervisors, aligning evaluation standards for consistent results throughout the team.
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
- Streamlined reporting processes for increased efficiency in tracking key call center metrics and trends.
- Maintained detailed records of quality evaluations totaling 150 audits per month, providing valuable insights for ongoing performance reviews and improvement initiatives.
Supervisor
Bswift, an Aetna Company
Chicago
11.2019 - 10.2021
- Improved current teams AHT by 20%. Current AHT is below the company requirement of 9:34 minutes.
- Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.
- Monitor and evaluate individuals to ensure goals are met by utilizing monthly and annual scorecards and targeted feedback
- Accurately report on daily workflow and analyze results to ensure objectives are met and resources are appropriately allocated across service centers
Quality Assurance Specialist
Bswift, an Aetna Company
Chicago
11.2017 - 11.2019
- Coordinated cross-functional training programs, streamlining knowledge transfer between departments.
- Improved customer satisfaction ratings by analyzing call recordings and identifying areas for improvement.
- Managed approximately 150+ calls per month, including escalation calls, audits and manager calls.
- Played a critical role in reducing average handle time by recommending process improvements based on data analysis.
Coverage Placement Specialist
Insureon
Chicago
05.2017 - 11.2017
- Conducted thorough policy reviews for existing clients, identifying gaps in coverage and recommending appropriate solutions.
- Delivered tailored insurance presentations to diverse audiences, demonstrating the benefits of specific policies and coverage options.
- Evaluated competitor offerings by researching market trends to inform targeted sales pitches that highlighted unique value propositions of available policies.
- Managed approximately 30-50 incoming calls, emails and faxes per day from prospective clients.
Quality Assurance Manager, Trainer
Insureon
Chicago
08.2015 - 06.2017
- Developed customized training materials for various industries, ensuring relevance to the target audience.
- Improved employee performance by designing and implementing effective training programs.
- Conducted call calibration sessions to evaluate and effectively optimize customer service
- Developed customer satisfaction survey improving outcomes; Increased satisfaction rate from 70% to 91%
- Implemented call-grading system based on industry standards.
- Spearheaded outsourcing of a call center and trained 75 customer service agents for the Insureon Wholesale/Retail Insurance division.
Application Specialist
Insureon
Chicago
03.2014 - 08.2015
- Processed 75+ interactions per day, including calls, emails and chats from clients and clarified business insurance coverage options
- Trained new customer service representatives on best practices, policies and procedures.
- Completed customer applications and updated records to reflect current information.
- Provided primary customer support to internal and external customers.
Education
Certification - Medical Administrative Assistant
06.2007
- Dean's List [2006-2007]
Skills
- Team Management
- Reinforcement Coaching
- Quality Assurance
- Benefits Administration
- Property and Causality
- Call Center Staff Training
- Root Cause Analysis
- Insurance Industry
- HR Policies and Procedures
- Workflow Analysis
- Call Monitoring
- Customer Service
- Process Evaluations
- Customer Relationship Management (CRM)
- InContact and Ring Central Phone Systems
- Microsoft Office
- NICE/Engage Call Monitoring Systems
- Service Now
- Zendesk
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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