Matthew Reilly
Port Saint Lucie,FL
Summary
Detail-oriented Quality Assurance Analyst with 5+ years of experience in identifying trends and providing recommendations for companywide process improvements. Skilled in quality assurance, financial product knowledge, and cross-functional collaboration, consistently promoting a work environment focused on teamwork and communication. Proven ability to enhance team capabilities through training and maintain high net promoter scores by resolving client issues efficiently.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Sr. Quality Assurance Analyst
Policygenius Inc.
New York, NY
01.2022 - Current
- Led comprehensive audits across departments, identifying adverse trends and proposing actionable recommendations to upper management.
- Developed stakeholder reports on quality goals and progress; facilitated cross-training to enhance team capabilities.
- Promote a work environment focused on quality, communication, collaboration, and teamwork.
- Monitored and maintained Trustpilot, Google, and Better Business Bureau accounts, resolving issues to sustain high net promoter scores.
- Coordinated with the legal department to ensure compliance with client privacy and deletion requests within legal timeframes.
- Promoted a work environment centered on quality, communication, and teamwork, contributing to overall company success.
Client Experience Specialist
Policygenius Inc.
New York, NY
10.2019 - 01.2022
- Managed a diverse client health portfolio through the insurance underwriting process, ensuring optimal rate acquisition and high client satisfaction.
- Handled escalated and complex cases with precision, providing top-tier service and resolving issues efficiently.
- Enhanced team performance by mentoring junior associates in handling complex underwriting cases and improving their skills.
- Facilitated cross-functional job interviews, improving team cohesion and ensuring alignment with departmental goals.
Financial Services Advisor
UnitedHealth Group
Melville, NY
04.2018 - 10.2019
- Provided tailored payment plans and educated patients about their healthcare benefits for better comprehension.
- Communicated complex insurance details effectively, enhancing patient financial literacy.
- Developed personalized payment solutions, improving patient satisfaction and financial strain.
- Mastered health insurance billing processes, ensuring accurate and timely patient billing.
- Rectified discrepancies in medical coding to ensure precise billing procedures.
Education
Bachelor of Science - Business Management
Farmingdale State College
Farmingdale05-2016
Skills
- Quality Assurance
- Interpersonal & Communication Skills
- Analytical Skills
- Technically Savvy
- Customer Relations
- Cross Functional Collaboration
- Employee Training and Coaching
- Financial Product Knowledge
Certification
Licensed Life Insurance Advisor - All States
Timeline
Sr. Quality Assurance Analyst
Policygenius Inc.
01.2022 - Current
Client Experience Specialist
Policygenius Inc.
10.2019 - 01.2022
Financial Services Advisor
UnitedHealth Group
04.2018 - 10.2019
Bachelor of Science - Business Management
Farmingdale State College
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