Quality Analyst, Customer Service (Voice or Non-Voice), Appo

Managed and resolved customer inquiries related to insurance policies, focusing on information changes and policy updates. Assisted clients with modifying personal information and ensuring seamless policy management. Provided excellent customer service by addressing concerns promptly and accurately, ensuring customer satisfaction. Collaborated with internal teams to ensure accurate documentation and timely processing of changes. Maintained knowledge of company products and services to provide clear, concise, and relevant information to clients.

-Audited 100+ customer interactions monthly against company quality standards and regulatory requirements, maintaining ≥95% compliance adherence. – Identified recurring quality gaps through performance data analysis, delivering actionable insights that reduced repeat errors by an estimated 20% over two quarters. – Maintained QA documentation across 3 cross-functional teams, ensuring consistent policy application and reducing audit discrepancies. – Collaborated with team leads to develop training enhancements based on root-cause findings, improving overall service delivery standards.

Managed executive calendars, scheduled meetings, handled email correspondence, and coordinated with team members to keep projects organized and on schedule. Reviewed project deliverables for accuracy, tracked deadlines, and helped ensure tasks were completed on time while supporting daily executive operations.

I teach English to people from around the world, helping them improve their language skills and better communicate in a global context.

– Handled customer chat and email concerns for the Hippo home insurance account, providing timely and accurate support on claims, policy inquiries, and account updates. – Managed back-office tasks including documentation, follow-ups, and coordination of unresolved cases to ensure complete and accurate resolution. – Maintained high written communication standards across all chat and email interactions, consistently meeting response time and quality benchmarks

Not the best bin this area still learning.