Willie D. Campbell
Rowlett,TX
Summary
Multi-talented Individual Consistently rewarded for success in planning and operational improvement. Experience in policy development and staff management procedures positively impacting overall morale and productivity.
Overview
9
9
years of professional experience
Work History
Quality Control Analyst
SLG Carriers
07.2022 - Current
- Conducted regular audits to ensure adherence to established protocols, maintaining consistency across the organization.
- Trained team members on quality assurance principles, fostering a culture of accountability and high performance.
- Facilitated communication between departments regarding quality concerns, fostering collaboration towards shared goals.
- Championed continuous improvement initiatives, consistently seeking ways to optimize operations for better results.
- Evaluate and provide feedback on how Customer Operations Teams interact with customers by monitoring, reviewing and auditing calls, emails and chats.
- Reduced call time by 50% percent by implementing a communication procedure that allows for proactive status updates.
- Conducted root cause analysis for recurring issues, developing long-term solutions to prevent recurrence.
Senior Quality Assurance Specialist
Liberty Mutual
10.2018 - 07.2022
- Under limited direction, conduct virtual and on-site quality and/or performance audits of claims files including review of high complexity files.
- Determined compliance with claims handling standards, policies and procedures as determined by calibration.
- Under limited direction, analyze results and develops necessary detail from audits conducted to assist QI team in identifying trends from audits which, if corrected, would drive improvement.
- Accurately tracks and inputs audit findings into database and Participate in calibration with field partners to analyze overall results.
- Under limited direction, assists in preparation and lead presentation of results, conclusions and recommendations to field leadership.
- Assist with driving continuous improvements by providing feedback on audit process and tool changes that will result in better product being delivered to line of business.
- Lead overpayment review project and helped recover 2.5 million dollars for the company.
Senior Claims Specialist
Liberty Mutual
11.2015 - 10.2018
- Conducted investigations into complicated mid- and high-exposure claims.
- Reviewed Estimates and went over Total loss settlement with insured.
- Recommended and set reserves based on expected payout's.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
- Delivered exceptional customer service to policyholder's by communicating important information and patiently listening to all issues.
- Continually improved knowledge, skills and performance based on feedback and self-identified professional developmental needs.
- Managed over 140 active claims and averaged 90% for calls answered live availability
Education
Bachelor’s Degree - Business Administration
University of North Texas
Denton, TX05.2019
Skills
- 50 WPM
- Strong negotiation and analytical skills
- Auto Damage Technical knowledge
- Post resolution reviews
- Quality reviews
- Thorough claim reviews
- Identify trends and analyze techinical soulution where necessary
- Excellent communication in both written and verbal form
- Excel spreadsheet
- MS Office
- On site employee training
Timeline
Quality Control Analyst
SLG Carriers
07.2022 - Current
Senior Quality Assurance Specialist
Liberty Mutual
10.2018 - 07.2022
Senior Claims Specialist
Liberty Mutual
11.2015 - 10.2018
Bachelor’s Degree - Business Administration
University of North Texas
Similar Profiles
Jovani EspinozaJovani Espinoza
Warehouse Employee at SLG Warehouse SolutionsWarehouse Employee at SLG Warehouse Solutions
Brian PattersonBrian Patterson
Warehouse Supervisor at SLG/ DHLWarehouse Supervisor at SLG/ DHL
Ruddy LopezRuddy Lopez
Warehouse Order Picker at SLG SYSTEMWarehouse Order Picker at SLG SYSTEM