Summary
Overview
Work History
Education
Skills
Accomplishments
Awards
Certification
Timeline
Generic

Vanessa Cameron

Phoenix,AZ

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

18
18
years of professional experience
1
1
Certification

Work History

USAA Insurance Professional – Sales and Service Senior

USAA
04.2022 - Current
  • Sit-in-senior who consistently drives performance results across the inbound sales department.
  • Delivered high-performing results, most recently with several low-performing teams.
  • Led and held new member acquisitions senior community accountable for facilitating Senior Road Shows, which focus on coaching SERVE behaviors and solving insurance professional knowledge gaps.
  • Performs managerial duties: coaching, analyzing results, mitigating shrinkage for the health of the call center, mitigating risk by performing quality call audits, handling manager escalations, and documenting detailed coaching sessions while sitting in for NMA managers.
  • Successfully performed strong decision-making skills while faced with adversity and employee-related matters.
  • Assess Insurance professionals’ performance metrics to effectively coach improved behaviors that drive results.
  • Trained, developed, coached, and held accountable New Member Acquisition's first external team as the lead senior in office.
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Onboarding internal and external IPs while providing walking support: assisting auto upskill classes with technical, compliance, billing, and call flow questions.
  • Adaptable and proficient in learning new concepts quickly and efficiently.

USAA Insurance Professional – Sales and Service 1

USAA
10.2020 - 04.2022
  • Member contact for over a year and a half as Property & Casualty Insurance Professional answering inbound calls to assist members with complex quotes and onboarding new insurance products and services.
  • Served 2 years as member satisfaction team lead for district.
  • Identified, assessed, and understood member needs and consistently provided complete and accurate advice and solutions.
  • Identified and managed existing and emerging risks that stemmed from business activities and the job role.
  • Provided peer mentoring and training support for team and district.
  • Acted as sit in manager during manager absences.
  • Proven ability to effectively multi-task and prioritize multiple competing demands.
  • Identified as a leader on the team.

JW Marriott Senior - Administration Assistant

JW Marriott
01.2014 - 01.2020
  • 6 years direct customer service and sales experience
  • 6 years of informal leadership.
  • Primary sales and service contact for members and department.
  • Recognized for breaking membership sales record.
  • Accountable for managing and reporting of membership dues running in the millions.
  • Utilize the Point of Sales system and creates daily sales reports.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Executed record filing system to improve document organization and management.

Dish Network Call Center Quality Assurance - Specialist

Dish Network
01.2008 - 01.2010
  • Responsible for identifying errors and delivering immediate feedback to develop quality standards and improve processes that align and comply with company standards.
  • Analyzed and evaluated data to identify areas of improvement and coach employees to effective business results.
  • Optimized quality improvement initiatives through weekly call calibrations with other regions to ensure risk is being monitored and controlled.
  • Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
  • Educated employees on specific QA standards and confirmed maintenance of standards.

University of Phoenix Call Center- Finance Manager

University of Phoenix
01.2006 - 01.2008
  • Managed a call-center team of 7-9 employees to recognize trends and provide solutions to accounts receivable and financial aid reporting processes.
  • Train and develop staff with weekly two-hour monitoring sessions to provide regular feedback and establish weekly goals.
  • Increase national team standing based on accounts receivable.
  • Trained new and existing staff members in various financial procedures to prepare for job requirements.
  • Monitored budget and revenue trends, compiling reports for company leadership to inform decision-making.

Education

Completion of GED -

Rio Salado
Phoenix

Bachelor of Arts - Psychology

The University of Arizona Global Campus
Phoenix
03.2024

Skills

  • Proven ability to work autonomously, demonstrating initiative and taking ownership of tasks from inception to completion
  • Demonstrated proficiency in identifying complex issues and implementing strategic solutions to overcome obstacles
  • Exceptional interpersonal skills with a proven ability to build and maintain positive relationships across diverse professional environments
  • Collaborative team player who remains open to feedback, readily adjusts strategies, and contributes constructively to the achievement of team goals

Accomplishments

  • MSAT District Ambassador


Awards

Two time Made for Excellence Award Winner 

Certification

  • Licensed in Property & Casualty for all 50 states
  • ABA Certification in Operational Risk management

Timeline

USAA Insurance Professional – Sales and Service Senior

USAA
04.2022 - Current

USAA Insurance Professional – Sales and Service 1

USAA
10.2020 - 04.2022

JW Marriott Senior - Administration Assistant

JW Marriott
01.2014 - 01.2020

Dish Network Call Center Quality Assurance - Specialist

Dish Network
01.2008 - 01.2010

University of Phoenix Call Center- Finance Manager

University of Phoenix
01.2006 - 01.2008

Completion of GED -

Rio Salado

Bachelor of Arts - Psychology

The University of Arizona Global Campus

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Vanessa Cameron