Experienced Administrative Professional & Virtual Assistant

Experienced administrative professional proficient in scheduling appointments, managing correspondence (email, mail, phone) using Google Suite and MS Suite, preparing presentations, managing client relations, and maintaining organized filing systems, both physical and digital. Proficient in utilizing various CRM tools for contact management and data tracking.

Spearheaded initiatives to significantly enhance agent well-being and work-life balance, resulting in a dramatic increase in morale and a corresponding improvement in call quality. Successfully elevated agent quality scores from 45% to 100%, surpassing all quality standards. Coached 80% of the production team, fostering a culture of continuous improvement and directly impacting quality score increases. Provided comprehensive reports to management and clients, informing strategic decision-making and driving positive business outcomes. Key project accomplishments include achieving a 95% QA score, implementing a rewards and recognition QA process, automating QA forms and reports, and collaborating on streamlined QA policies and call monitoring processes for enhanced efficiency and effectiveness.

Experienced training and development professional with expertise in product knowledge and skills enhancement. Successfully trained 5-13 employees per program, consistently achieving a 95% pass rate and 98% trainee satisfaction. Developed and delivered training materials for diverse clients, including supervisor training programs.

Skilled in managing both my own and my superior's complex schedules, leveraging Asana, Google Calendar, and Outlook to maintain an efficient and productive workflow. This includes appointment scheduling, task management, and proactive conflict resolution to ensure seamless execution of all events and deadlines.

A detail-oriented underwriter with a proven track record of accurately processing new and renewal applications for auto and homeowners insurance. My expertise extends to maintaining meticulous documentation, ensuring compliance with all relevant regulations, and proactively identifying and preventing potential insurance violations. While possessing a working knowledge of US car insurance quotation processes, my strengths lie in thorough application review and risk assessment. I am also familiar with the processes and implications of US SSDI and SSI benefits in the underwriting context. Proficient in utilizing insurance tools such as EZLynx, Citizens, Allstate, Salesforce, Smartsheet, and other industry-specific software to streamline processes and enhance decision-making in underwriting activities.