Lisa Revely
Lavon,TX
Summary
Accomplished leader specializing in quality assurance and process optimization. Demonstrated success in enhancing operational efficiency through effective workflow management. Strong leadership skills with a focus on team development and customer relationship management.
Overview
12
12
years of professional experience
Work History
ECC Supervisor
State Farm
Richardson, Texas
12.2023 - Current
- Selected for leadership role by inspiring excellence and aligning with organizational values
- Conduct 40+ monthly quality reviews to enhance professionalism and consistency
- Led audit team to top performance in calls handled, Average Handle Time, After Contact Work, adherence, and quality
- Spearheaded dual-skilling initiatives, boosting team versatility and efficiency
- Key contributor to IWO program realignment, optimizing workflows and audit impact
- Led Continuous Improvement Ideas committee, driving employee engagement enhancements
- Collaborated on floor plan design to foster positive culture and team collaboration
- Modeled core skills, motivating team to achieve outstanding results
Underwriter
State Farm
Richardson, tx
02.2018 - 12.2023
- Managed underwriting processes with 100% accuracy in risk assessment and policy issuance.
- Built and maintained agency relationships to support underwriting operations and customer satisfaction.
- Acted as Subject Matter Expert, providing guidance to peers and leadership.
- Handled coverage and audit inquiries via calls and chat, ensuring First Contact Resolution.
- Led team meetings and training on chat protocols and application reviews.
- Reviewed applications to ensure compliance with underwriting standards.
- Managed agent communications to streamline workflows and resolve issues.
- Served as Change Ambassador to facilitate communication between staff and management.
- Completed Leadership Development Program to enhance leadership skills.
CIR Specialist-Writer
State Farm
Richardson, Texas
10.2016 - 02.2018
- Analyzed and summarized employee behavior trends from graded calls, delivering insights to first line leaders
- Served as backup for customer interaction review specialists by grading calls and documenting observed behaviors
- Supported change initiatives as an On the Ground (OTG) team member
- Provided feedback to improve processes and enhance team performance
Licensed Insurance Producer
State Farm
Richardson, Texas
10.2013 - 10.2016
- Handled incoming calls in a high-volume call center environment
- Provided accurate quotes and bound auto and renters’ insurance policies
- Acted as a licensed insurance producer and sales representative
- Consistently ranked in the top 10% for sales performance
Education
Bachelor of Science - Accounting
University of Phoenix
Dallas, TX01-2016
Skills
- Quality assurance and risk assessment
- Process optimization and workflow management
- Team leadership and collaboration
- Customer relationship management
Timeline
ECC Supervisor
State Farm
12.2023 - Current
Underwriter
State Farm
02.2018 - 12.2023
CIR Specialist-Writer
State Farm
10.2016 - 02.2018
Licensed Insurance Producer
State Farm
10.2013 - 10.2016
Bachelor of Science - Accounting
University of Phoenix