Peggy Verdin
Moscow,OH
Summary
Results-driven Quality Analyst with expertise in team leadership and performance development. Proven ability to enhance operational processes, ensuring compliance and exceptional customer experience.
Overview
28
28
years of professional experience
Work History
Quality Analyst I/ P&C Insurance Agent II
American Modern Insurance Group
Amelia, OH
02.2023 - Current
- Lead frontline support during supervisor absences and evening 11-8 rotation, assisting associates and maintaining service standards.
- Manage quality performance across phone, chat, and processing channels both internally and externally, analyzing trends, and coaching associates to strengthen compliance and customer experience.
- Lead calibration sessions with Quality Analysts, Support Staff, and Leadership partnering to ensure scoring consistency, fairness, and alignment in performance expectations.
- Develop and communicate performance insights through weekly Quality Snapshots, and targeted follow-up with associates below performance thresholds.
- Partner cross-functionally with Underwriting, System Support, EXL, and Leadership to research escalations (TSM requests), validate process changes, and support smooth implementation of new initiatives.
- Facilitate team meetings and structured feedback sessions, reinforcing department trainings and guidelines, while working towards continuous improvement practices.
Customer Service Representative/Licensed Insurance Agent
American Modern Insurance Group
Amelia, OH
11.2020 - 02.2023
- Resolve escalated customer and agency issues involving policy issuance, billing, and complex changes, delivering empathetic service while meeting department standards and performance metrics.
- Supported platform transitions by communicating workflow updates, guiding peers through changes, and helping ensure smooth adoption across the team.
- Maintained high customer satisfaction and accuracy metrics, recognized for clearly explaining complex policy and process changes to policyholders and agents.
Assistant Director
New Richmond Christian Childcare
New Richmond, OH
03.2020 - 11.2020
- Oversaw scheduling, compliance tracking, and daily operations to ensure efficient workflow and regularly adherence.
- Led performance and professional development efforts , ensuring center performance standards and maintaining licensing credentials.
Instructional Assist- Special Education
New Richmond Exempted Village School District
New Richmond, OH
09.2013 - 03.2020
- Collaborated with teachers and administrators to support individualized education plans, ensuring alignment with student needs and program goals.
- Maintained detailed documentation and ensured adherence to state testing and compliance standards.
CSR/Data Entry Operator/ Conversations
American Modern Insurance Group
Amelia, OH
06.1998 - 09.2013
- Ensured accuracy and compliance in policy conversions and in mortgagee insurance related transactions, reducing errors and supporting seamless transitions.
- Maintained high levels of accuracy, productivity, and service performance in a fast-paced environment.
Education
Associate of Science - Business Administration
The University of Arizona Global Campus
Chandler, AZ11-2024
Associate of Applied Business - Business Management
Eastern Gateway Community College
Steubenville, OH05-2023
Skills
- Team Leadership & Performance Development
- Quality Assurance & Compliance Management
- Customer Experience & Escalation Resolution
- Operational Process Improvement & Change Management
- Data Analysis, Reporting & Cross-Functional Collaboration
Accomplishments
- P&C Agents License (all 50 states) - April 2021
- Sensei Lean Yellow Belt- Wave 32 - April 2025
- Level 1 Quality Apprentice Certification- April 2025
- Quality Analyst II Assignment- October 2025
- Quality Peer Review Member- January 2026- Current
- Covered for Supervisors while in Leadership Meeting-
- Cheers for Peers Team Member-
Timeline
Quality Analyst I/ P&C Insurance Agent II
American Modern Insurance Group
02.2023 - Current
Customer Service Representative/Licensed Insurance Agent
American Modern Insurance Group
11.2020 - 02.2023
Assistant Director
New Richmond Christian Childcare
03.2020 - 11.2020
Instructional Assist- Special Education
New Richmond Exempted Village School District
09.2013 - 03.2020
CSR/Data Entry Operator/ Conversations
American Modern Insurance Group
06.1998 - 09.2013
Associate of Science - Business Administration
The University of Arizona Global Campus
Associate of Applied Business - Business Management
Eastern Gateway Community College