Quality Assurance Management
Resume:
Zachary Osborne
**** ****** ****** **** *******, TN 381**-***-*** 1287 ************@*****.***
Production Supervisor
Excel in performing operational responsibilities and presenting Management with financial information, innovative
solutions and process improvements proven to increase efficiency, customer satisfaction and employee morale.
Key Skills
Employee Development & Training Report & Document Preparation Coaching/Counseling Sessions
Certified Claims Processor/CSR Spreadsheet & Database Creation Performance Management
Revenue Recovery Collector Certified Gap Claims Adjuster PEF Creator/Reviser
Supervise Employees Daily Production Management Training Manual Creator
Professional Experience
The Warranty Group Chicago, IL 2006 to Present
Training & Quality Assurance Specialist 2006 to present
• Facilitate quality standards by revising/updating 15 different PEFs including modules/criterion for
training
Record/document the scores of over 150 monthly call calibrations scored for call center staff
•
Monitor/evaluate the quality of inbound and/or outbound interactions with customers
•
Identify opportunities for enhancements of operational processes executed in 7 different departments
•
Provide Coaching Sessions for 11 Premium CSRs & 9 IARs, 15 Home Warranty Adjusters, 15
•
Mechanical Claims Credit Card Reps, 4 Gap Claims Administrators, 2 Credit Life Adjuster and 10 CE
CSRs
Collaborate with T&QA staff to identify differences, improvements, and opportunities for employees
•
Managed 10 employees by providing work assignments, managing schedules and enforcing company
•
policy
Assist in training of new hires and developing seasoned staff to reinforce and maintain compliance
•
•
AON Warranty Corp, Chicago, IL 1997 to 2006
Senior Gap Specialty Administrator, 2002 to 2006
• Analyzed claim documents for adjudication of Gap claims ranging from $500.00 $28,000.00
Processed 10 16 claims per day with the quality rating of claims audited at 98%
•
Handled an average of 60 incoming/outgoing calls daily
•
Determined payoff balances/prepared corresponding letters explaining adjustments, denials/ requests
•
Conducted weekly audits of financial documents submitted for claim payment averaging $350.00
•
$9000.00
Investigated documents against fraudulent claims by recovering an average of 2 5 claims annually
•
Identified and recommended changes/upgrades to underwriters for correction of ambiguities
•
Assisted immediate supervisor with New Hire Training, and daily functions of the Gap Claims
•
Department
•
Internal Account Representative, 2000 to 2002
• Processed all client business and ensured accuracy by identifying, researching and reconciling
accounts
Collaborated with Marketing & Project managers to establish new products and pricing rates
•
Worked with Underwriting & Risk Management to determine acceptable surcharges on agreements
•
Audited Reinsured Client’s pending contract lists to ensure maximum returns on client investments
•
Performed monthly Accounts Payable & Collection functions to settle monthly billing statements
•
Recovered revenue of over 96% on past due accounts ranging from $100.00 $155,000.00
•
Completed special projects that were assigned by management to meet deadlines
•
•
Contract Analyst, 1998 to 2000
• Provided assistance to customers, clients and lien holders who call with questions regarding contracts
and coverage availability on various products and inquiries.
Assembled presentation kits, kick off kits and lender kits in accordance with products specification for
•
distribution of additional contacts and supplies to clients.
Prepared dealer and amendment agreements, contractual liability policies, produced rate books, charts
•
and supplemental documents based on client data
Inventory supply shipments into the Inventory Management systems including loading new items
•
Created training manuals for the batch control and supply department
•
Trained new hires in batch control area while remaining the backup person for that unit
•
•
Batch Control Clerk, 1997 to 1998
• Provided retrieval of contracts/batches for all of Premium & Mechanical Claims departments
Processed incoming/outgoing mail for Premium & Mechanical Claims departments
•
Sorted batches to be stored in the Batch Warehouse
•
Assisted with handling calls from clients for Supply department
•
Helped minimize backlogs by creating box numbers into the system
•
Education
Trinity Christian College Palos Heights, IL
• Bachelor of Science in Business Management expected in 2014
Alabama State University Montgomery, AL
• Major: Accounting 1990
Computer Skills
Microsoft Word, Excel, PowerPoint, Lotus 123, PeopleSoft, Word Perfect, 360 Verint Data Systems, Type 45
WPM, AS400 System, Zycor System and WLS system
Achievements
• Produced the highest response rate on Coaching Session Surveys & top rated in all categories which
resulted in YTD average: Claims CS 83.3%(up from 71.1) PIARs 91.7(up from 89.2) PCSR 90.0( up
from 88.1) and GAP 97.1 (up from 94.5)
Exceeded the annual production minimum expectations of 85% by averaging 110%
•
Worked with managers, supervisors and the Vice President of T&QA to create, modify & restructure
•
PEFs
Created a format that evaluates and monitors Resource Life, Data Entry & FE CSR & IAR
•
performances
Monitored over 13,000 calls as well as provided the necessary coaching sessions to assist for
•
improvement
Completed Training on XG BridgerInsight Program which monitors the OFAC list
•
Depleted all of the backlogged New Alerts on OFAC list by managing Temp Employees
•
Provided job training for new hires and instructed them on utilizing the PEF
•
Served as a defacto Senior Gap Claims Adjuster from 3 to 4 times a month
•
Created two instructional manuals, titled Daily Supply Procedures and Working With PeopleSoft
•
Contact this candidate