Lori Mizelle
Chesterfield,VA
Summary
Quality Assurance Analyst with experience in detailed technical specifications. Offers collaborative style and has outstanding communication skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
Work History
Associate Operation Quality Assurance Analyst
Genworth Financial
07.2016 - Current
- Score monthly Customer Service and Claims calls to assure all company guidelines are followed with both inbound and outbound calls
- Mentor and Coach Customer Service and Claims representatives to improved call quality and customers call experience
- Lead Call Quality Discussions with newly hired employees - providing guidance on what is expected to provide a great customer experience
- Self driven to complete assigned work as well as working and as well as interacting with peers and management daily.
Customer Service Representative
Genworth Financial
09.2014 - 07.2016
- Handled customer inquiries related to Long Term Care claims professionally with empathy and compassion
- Initiated new Long Term Care claims
- Worked within the transaction team to support the claims representatives with confirming information to process claims, update customer addresses, requested stop payment on benefit checks returned or not received and other support processes such as managing the support email box
Customer Service Representative
Allianz Global Assistance
10.2013 - 09.2014
- Handled inbound calls from credit card holders related to lost or stolen credit cards or the benefits provided with their credit card
- Handled inbound calls from financial institutions related to reissuing an emergency replacement card or emergency cash advance to someone traveling domestically or abroad
- Worked as a case manager to assign work for follow up calls to both card holders and financial institutions on emergency replacement cards or cash advances.
Customer Service Representative
Allianz Global Assistance USA
03.2010 - 10.2013
- Handled inbound customer inquires for BlueCross/BlueShield customers who received medical services outside of the United States with filing claims for reimbursement of medical services
- Followed up with customers insurance plan to provide additional information or get status of the international claim
Customer Service Representative
Allianz Global Assistance USA
12.2007 - 03.2010
- Handled inbound calls for induviduals who wanted to purchase travel or event insurance.
- Provided quote for insurance policies
- Initiated claims for travel cancellation, event ticket cancellation, rental car damage and delayed flights
- Answered customer inquiries by replaying to emails regarding travel insurance benefits and claim process
Education
High School Diploma -
Lakeside High School
Hot Springs, AR05.1981
Skills
- Call Quality Processes for both customer service and claims representative
- Call monitoring
- Managing spreadsheets
- Critical thinking abilities
- Collaboration and communication both verbally and in writing
Timeline
Associate Operation Quality Assurance Analyst
Genworth Financial
07.2016 - Current
Customer Service Representative
Genworth Financial
09.2014 - 07.2016
Customer Service Representative
Allianz Global Assistance
10.2013 - 09.2014
Customer Service Representative
Allianz Global Assistance USA
03.2010 - 10.2013
Customer Service Representative
Allianz Global Assistance USA
12.2007 - 03.2010
High School Diploma -
Lakeside High School
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