Laurie Harris
Hammond,IN
Summary
Dynamic Quality Assurance Specialist with a decade-long record of elevating call center performance. Expert in developing and implementing call grading systems, boosting team scores from 74% to 90%. Adept at training and mentoring staff to excel in customer service while meeting sales metrics. Proven success in optimizing workflows, enhancing first call resolution rates, and fostering a culture of empathy.
Overview
9
9
years of professional experience
Work History
Consultant-Personal Lines Insurance
Progressive Auto Insurance
03.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handle inquiries and transactions for single or multiple lines of business and states.
- Process cancellations, renewals, reinstatement's, endorsements, payments and state/federal filings in Progressive system.
- Identify the customer's motive for calling and understanding the customer's insurance needs.
Quality Assurance Specialist
Kforce Global Solutions
11.2022 - 09.2023
- Monitored inbound Service Desk calls and ticketing system to assess employee demeanor, technical accuracy, and conformity to company policies.
- Developed and implemented a call-grading system, resulting in a 15% increase in team and individual call scores within six months.
- Designed and delivered ongoing and new hire onboarding training programs focusing on quality and performance expectations.
Quality Assurance Specialist
VIU by HUB
10.2021 - 09.2022
- Monitored quality for the personal lines division, auditing calls to ensure adherence to quality standards and sales metrics.
- Coached customer service staff on promoting call quality and customer satisfaction while maintaining call volume targets.
- Reviewed and assessed the work of a team of 10 agents, consistently meeting or exceeding process requirements with a 95% accuracy rate.
Supervisor
Bswift, An Aetna Company
11.2019 - 10.2021
- Directed and developed 15-20 call center team members to provide superior customer service.
- Improved Average Handle Time (AHT) by 20%, surpassing company requirements, and developed an empathy program to enhance customer interactions.
- Recognized emerging trends in customer service interactions and collaborated with the team to implement preventative measures, reducing escalations by 25%.
Quality Assurance Specialist
Bswift, An Aetna Company
11.2017 - 11.2019
- Oversaw multiple service centers, improving the rate of first call resolution through quality reviews and time management.
- Analyzed trends to identify potential issues and executed solutions to enhance operational efficiency.
- Analyzed and monitored over 250 Customer Service calls and chats monthly, achieving a 98% accuracy rate and ensuring strict policy adherence.
Quality Assurance Manager, Trainer
Insureon
08.2015 - 06.2017
- Developed training materials and implemented quality standards, increasing customer satisfaction rate from 70% to 91%.
- Oversaw the outsourcing of a call center and trained 75 customer service agents for the Insureon Wholesale/Retail Insurance division.
- Identified and documented over 25 opportunities for process improvement, referencing the correct work instructions or sources of truth, leading to a 30% increase in efficiency within the department.
Education
Certification -
Everest College
06.2007
Skills
- Team Management
- Reinforcement Coaching
- Quality Assurance
- Benefit Administration
- Property and Casualty
- Call Center Staff Training
- Salesforce
- Zendesk
- Root Cause Analysis
- Call Monitoring Software
- Customer Relationship Management (CRM)
Timeline
Consultant-Personal Lines Insurance
Progressive Auto Insurance
03.2024 - Current
Quality Assurance Specialist
Kforce Global Solutions
11.2022 - 09.2023
Quality Assurance Specialist
VIU by HUB
10.2021 - 09.2022
Supervisor
Bswift, An Aetna Company
11.2019 - 10.2021
Quality Assurance Specialist
Bswift, An Aetna Company
11.2017 - 11.2019
Quality Assurance Manager, Trainer
Insureon
08.2015 - 06.2017
Certification -
Everest College