PAULINA SAENZ
Surprise,AZ
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Quality Analyst I
LIBERTY MUTUAL INSURANCE
06.2019 - Current
- Created and revised procedures, checklists and job aids to reduce errors.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Led root cause analysis initiatives that resulted in significant reduction in recurring defects.
- Analyzed quality and performance data to support operational decision-making.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
- Evaluated Liberty Mutual and Safeco personal lines and business lines sales advisors performance by conducting regular audits, ensuring adherence to established quality standards and requirements.
- Led quality assurance teams in high-stakes projects, maintaining focus on deliverables under tight deadlines.
Senior Specialty Insurance Sales Advisor
LIBERTY MUTUAL INSURANCE
07.2015 - 06.2019
- Spearheaded initiatives to improve team training, sharing best practices and innovative approaches that led to improved overall sales performance for the entire office.
- Exceeded sales targets consistently by employing effective sales strategies and leveraging industry knowledge to close deals.
- Assisted peers with complex cases or difficult customers, sharing expertise and contributing to a collaborative work environment.
- Mentored new hires by providing guidance and support during their onboarding process, helping them achieve success early in their careers as insurance sales advisors.
- Conducted thorough policy reviews for existing clients, identifying opportunities for upselling additional products or adjusting coverage levels as needed.
Insurance Sales Representative
STATE FARM INSURANCE
06.2008 - 07.2015
- Processed policy reinstatements, replacements, and vehicle additions for existing customers precisely and efficiently
- Utilized company-wide underwriting processes to determine a customer's eligibility and calculate premiums correctly
- Ensured compliance with each state's guidelines and regulations to provide accurate insurance quotations
- Coached and assisted employees on workflows, insurance scope information, and procedures during calls with customers
- Contributed to developing an integration program for new employees, designed additional process and underwriting training courses, and conducted workshops to increase the department's sales and service quality
Education
Bachelor of Science - Business Management
University of Phoenix
Tempe, AZ05.2016
Skills
Audit processes
Data Analysis
Team Mentoring
Strong Problem Solver
Quality processes
Continuous Improvement
Risk Assessment
Project Planning
Training material development
Training implementation
Correction action planning
Collaborative Team Player
Teamwork and Positive Attitude
Root Cause Analysis
Decision-Making
Certification
Property & Casualty Insurance License, Arizona, 08/01/16
Languages
Spanish
Native or Bilingual
Timeline
Quality Analyst I
LIBERTY MUTUAL INSURANCE
06.2019 - Current
Senior Specialty Insurance Sales Advisor
LIBERTY MUTUAL INSURANCE
07.2015 - 06.2019
Insurance Sales Representative
STATE FARM INSURANCE
06.2008 - 07.2015
Bachelor of Science - Business Management
University of Phoenix
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