Laura

Levya

Quality Issue Identification

Test Case Development

Improvement

Recommendations

Time Management

Critical Thinking

Strategic Planning

Functional Testing

Microsoft Office

Dynamic Quality Assurance

Analyst successfully

executes testing

methodologies to identify

gaps and make

recommendations for

process improvements.

Leverages excellent

analytical and

programming skills to

document and troubleshoot

errors. Advanced

knowledge of test case

Work History

2020-07 - Quality Assurance Analyst

2023-06

Insurance Technologies Corporation Supported

company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork. Documented current production methods

to identify points of limitation to target for quantification through testing procedures.

Monitored resolution of bugs, tested fixes and helped developers tackle ongoing problems by providing QA perspective.

Identified and tracked defects with Insurance Rater and supported developers in resolving problems by

completing additional tests. Evaluated data sets from multiple test implementations to determine and

account for standard variance in test results.

2019-12 - Customer Success Manager

2020-07

Insurance Technologies Corporation

Monitored metrics and developed actionable insights to improve efficiency and performance. Led process improvement and problem-solving efforts to create

standard procedures and escalation policy for customer support team. Conducted training and mentored

team members to promote productivity, accuracy and commitment to friendly service.

Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.

Managed over 50 customer calls per day. Increased

Skills

retention and sales by 25%.

2015-08 - Sales and Service Manager

2019-12

MGA Insurance

Trained and regularly mentored associates on

performance-oriented strategies and customer

service techniques.

Built partnerships with diverse internal teams and sales, finance and operations departments to streamline

processes.

Conferred with sales teams and team leaders to

communicate targets, boost revenue and improve

promotional strategies.

Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.

Designed and implemented strategic business plans to achieve growth and sales goals while managing sales team and building long-lasting customer relationships. Increased customer retention by developing and

offering unique discount options while driving interest in new product lines.

Supervised employees and assessed performances to

determine training needs and define accurate plans for decreasing process lags.

Resolved concerns with products or services to help with retention and drive sales.

Managed team of 50 service and sales agents.

Increased sales by 60% and increased customer

retention by 85%.

2010-08 - Quality Assurance Manager

2015-08

MGA Insurance

Implemented new quality assurance and customer

service standards.

Established and tracked quality department goals and objectives.

Monitored staff organization and suggested

improvements to daily functionality.

Determined quality department standards, practices and procedures.

Applied coaching techniques and tools to support

managers and team members in improving

performance.

Scheduled and chaired quality review meetings to

review effectiveness of performance mitigating risk, improving throughput and achieving customer

satisfaction.

Collaborated with audit clients and action owners to apply root cause analysis guidance and establish

effective corrective action plans.

Tracked quality issues with external customers, suppliers and internal plant operations.

Managed team of 10. Improved quality, processes,

and performance by 55%.

Education

Associate of Business Administration:

Business Administration

Valle Verde Community College - El Paso, TX

Certifications

P&C General Lines License

Public Notary

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