Nancy Hauge
New Virginia,IA
Summary
Quality Assurance Analyst with 15 years of experience in the insurance industry. Recognized for the ability to organize a large workload, multi-task and meet multiple established deadlines.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Senior Lead Quality Assurance Analyst
AMBA
Urbandale, IA
04.2022 - Current
- Create capacity plans and assign monthly work
- Monitor production to ensure all team goals are met
- Participate in client and carrier audits
- Assist with transition to new quality platform
- Cross train team members
- Coach and mentor team members for personal and business development
- Provide monthly quality reporting of trends and analysis
Lead Quality Assurance Analyst
Marsh & McLennan Companies
Urbandale, IA
05.2014 - 04.2022
- Managed and led the transfer of the Quality Assurance program for Canadian Clients from our global partners to US and Canada
- Developed and managed a project plan to ensure all steps were followed for the transfer
- Created all training materials and program expectations to align with the current US and Canada exceptions
- Facilitate monthly calibration sessions with the business units that we support
- Provide data and calibrate with clients to ensure our processes are up to date
- Developed and implemented an internal review process to ensure evaluations are consistent
- Off shore assistance
Customer Service Specialist III
Marsh & McLennan Companies
Urbandale, IA
04.2013 - 05.2014
- Administered Property and Causality plans for clients
- Assisted with customer service inquires in call center environment
- Deliver policies and insurance certificates to clients
- Assist new hires with standard operation procedures
- Performed process changes at client's request
Insurance Assistant II
Marsh & McLennan Companies
Urbandale , IA
09.2011 - 04.2013
- Manage clients email box, and directs work to the appropriate area
- Handle all incoming paper mail
- Deliver policies and insurance certificates to the client
- Assist new hires with standard operation procedures
- Handle all process changes for the client’s email box
- Perform all functions of the insurance assistant II
Retention Specialist
Marsh McLennan Companies
Urbandale, IA
03.2010 - 09.2011
- Made outbound calls to retain business
- Worked with multiple systems simultaneously
- Assisted customers with reinstating coverage based on carrier guidelines
Customer Service Specialist
Marsh McLennan Companies
Urbandale, IA, IA
02.2007 - 03.2010
- Administrated Life and Health Insurance plans for different associations
- Assisted with customer service in a call center environment
- Constantly multi-tasking to maintain service level standards
- Mentored new hires
- Actively involved in focus group meetings and activities.
- Assisted with extra responsibilities to meet business needs
Department Manager
Von Maur
West Des Moines, IA
10.1999 - 01.2007
- Created bi-weekly schedules for 12 employees
- Assisted with recruiting and staffing of employees
- Performed store opening and closing procedures
- Helped customers with retail assistance
- Called upon daily to make operational decisions to benefit the department
- Merchandised all items on the sales floor
- Completed and performed all annual and midyear reviews with employees
Education
General Education -
Northwest Missouri State University
Maryville, MOHigh School Diploma -
Clarke Community High School
Osceola, IASkills
- Commitment to Excellence
- Ability to multi-task in highly dynamic environment
- Attention to detail
- Excellent communication abilities
Certification
- Life, Accidental and Health Insurance License
- Property and Casualty Insurance License
Volunteer Experience
Interstate 35 Booster Club 2014-2019
Boy Scouts of America 2010-Current
Interstate 35 Matt Club 2017-Current
New Virginia Hometown Pride Committee 2022-Current
Timeline
Senior Lead Quality Assurance Analyst
AMBA
04.2022 - Current
Lead Quality Assurance Analyst
Marsh & McLennan Companies
05.2014 - 04.2022
Customer Service Specialist III
Marsh & McLennan Companies
04.2013 - 05.2014
Insurance Assistant II
Marsh & McLennan Companies
09.2011 - 04.2013
Retention Specialist
Marsh McLennan Companies
03.2010 - 09.2011
Customer Service Specialist
Marsh McLennan Companies
02.2007 - 03.2010
Department Manager
Von Maur
10.1999 - 01.2007
General Education -
Northwest Missouri State University
High School Diploma -
Clarke Community High School
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