Quality Assurance Customer Service

Nancy K. Chan

*** ** ********** ****

Gresham, OR 97030

Home: 503-***-****

Email: ********@*******.***

Summary

Reliable quality professional with over 17 years of combined experience, including over 2 years most

recently as a quality analyst. Demonstrated ability to be detail oriented and learn quickly, while retaining

skills needed to meet deadlines. Contributed as a team player to reach performance goals.

Professional Experience

Nationwide Mutual Insurance, Portland, OR 1991 to 2008

Quality Assurance Analyst (2006 – 2008)

• Prepared and conducted regularly scheduled work quality audits, which ensured that service and

quality control standards were being met.

• Analyzed quality issues and performance improvement opportunities and made initial

recommendations for management review.

• Coordinated feedback and calibration sessions to review quality audit results/recommendations,

which ensured that the performance captured management’s expectations and goals. Identified areas

for improvement, and recommended specific solutions.

• Provided information to assist in the feedback and formal education process of call or desk

performance expectations. Made initial needs recommendations based on audit results.

• Prepared internal reporting on quality, quantity, workflow analysis, and performance statistics.

• Conducted procedural and service standards training programs for new hires. Communicated the

associate’s progress to the appropriate team leader/supervisor/manager.

• Recommended, developed and conducted additional associate training based upon audit results and

ongoing needs assessment. Coordinated these training activities with the supervisor/manager.

• Prepared and updated training manuals, which improved consistency and accuracy.

Quality Assurance Analyst Intern (2005 – 2006)

• Quality checked back office processing and CCST (Call Center Support Team) cases for auto and

property.

• Quality checked back office auto and property phone calls.

• Reviewed BAM (Billing Account Management) cases and agent calls for quality audits.

• Recommended solutions for performance improvement in back office processing.

• Contributed to calibration meetings on a monthly basis.

• Provided ongoing feedback for process improvements in training updates.

PL Senior Processor (2001 – 2005)

• Analyzed and corrected errors that result from processor coding/input.

• Discussed error corrections with other processors and retraining them as needed.

• Maintained and utilize coding/rating manuals

• Identified missing policy information and if necessary, contacted agent/others to secure needed

information.

• Processed the most complex cases and those that involved extended research.

• Provided advice on complex transactions. Performed quality checks, reviewed results and made

recommendations for problem resolutions.

Customer Service Rep II (1999 – 2001)

• Serviced multiple personal lines property/casualty insurance products via direct contact with

claims representatives and service agents in multiple states.

• Provided research for the resolution of the most complex customer complaints and related

processing issues.

• Served as a technical resource for service issues to other associates.

PL Processing Tech II (1994 – 1999)

PL Processing Tech (1992 – 1994)

Microfilm Clerk (1991 – 1992)

Education

BS Business Administration, Portland State University, Portland, OR

Technical Skills

General Office: IT Professional:

Microsoft Word NAPS NICE AUS

Microsoft Excel IMS DRSS FUS

Microsoft Power Point ICAR CPP Imaging

Lotus Notes ANP FPS Service Advantage

Internet Explorer Mainframe FOP Genesys

10-Key Calculator AWD Goal State Database APlus

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