Ophlyn Joy Haldane
Sacramento,CA
Summary
Licensed Insurance Professional with more than 20 years of progressive experience in insurance operations, operations support, quality assurance, compliance, and performance improvement. Led performance improvement initiatives through coaching, role-playing, and performance analysis, enhancing team success. Skilled in collaborating with cross-functional teams and delivering constructive feedback to foster continuous learning and operational compliance.
Overview
1
1
Certification
19
19
years of professional experience
Work History
Insurance Operations Specialist
CSAA Insurance Group
California/Remote
01.2018 - Current
- Manage complex policy transactions and service requests while ensuring compliance with company and regulatory standards.
- Investigate and resolve escalated account matters requiring detailed research and analysis.
- Review documentation for accuracy, completeness, and policy compliance.
- Maintain detailed records and audit-ready files within multiple operating systems.
- Support operational workflows through issue resolution and process adherence.
- Assist with onboarding, training, and knowledge transfer initiatives.
- Consistently achieve high quality standards and performance expectations.
Operations & Escalation Specialist
Wells Fargo
Concord, California
01.2014 - 01.2018
- Resolved complex account and system issues through research and analytical review.
- Maintained detailed documentation and transaction records.
- Coordinated with internal departments to facilitate timely issue resolution.
- Conducted quality reviews and supported operational process improvements.
- Assisted with training and floor support initiatives.
Licensed Insurance Specialist
SelectQuote
San Francisco, CA/Hybrid
01.2012 - 01.2014
- Conducted risk evaluations and policy reviews to determine appropriate coverage recommendations.
- Maintained regulatory compliance and documentation standards.
- Developed client solutions through detailed analysis of individual circumstances.
- Supported policy administration and account maintenance activities.
Senior Case Manager / Specialist
SelectQuote
San Francisco
01.2008 - 01.2012
- Managed high-priority insurance cases requiring detailed review and coordination.
- Worked closely with underwriting and carrier partners to resolve outstanding requirements.
- Maintained audit-ready documentation and compliance standards.
- Improved workflow efficiency through proactive case management and issue resolution.
Education
Master of Science - Theology
Pneuma Theological Seminary
Oakland, CASkills
Subject Matter Expertise (SME)
- Training & Coaching
- Adult Learning Support
- Performance Coaching
- Quality Assurance
- Documentation Management
- Compliance
- Cross-Functional Collaboration
- Workflow Management
- Process Improvement
- Problem Solving
- Microsoft Office Suite
Certification
- Sr. Service Agent (licensed) -2018- Current
- Licensed Life Insurance agent-2012-2014
Timeline
Insurance Operations Specialist
CSAA Insurance Group
01.2018 - Current
Operations & Escalation Specialist
Wells Fargo
01.2014 - 01.2018
Licensed Insurance Specialist
SelectQuote
01.2012 - 01.2014
Senior Case Manager / Specialist
SelectQuote
01.2008 - 01.2012
Master of Science - Theology
Pneuma Theological Seminary