• Developed trend reporting for new hire trainees feedback reporting to assist Learning and Development Team and Supervisors to bring light to issues that are developing when agents leave training.• Monitors customer interactions to ensure our agents are following all compliance guidelines with key factors including appropriate partner branding as well as adherence to federal and state laws.• Presented findings from CEA bound policy calls and reported to agents’ issues and trends• Reviews customer interactions to identify agent adherence to the Important Stuff• Assists with inbound and/or outbound calls when volume necessitates.•American Family Enterprise Aspiring Leader alumni and mentor.

Focused as the voice of the company by helping our policy holders increase value and understanding of their policies. Helping our policy holders navigate and understand the complexities of home insurance. Providing a real time understanding of policies, additional coverages and products to create a long lasting partnership with our policyholders. A lead agent who encourages team building, focusing on education and performance metrics. Served on Champion Team designed to increase agent enthusiasm and engagement, advocating for our agents and increasing communication throughout the company. Subject matter expert for California Earthquake Authority policies. Served as CEA liason for development of a more agent friendly guidance portal. Selected for Aspiring Leaders Program through American Family Insurance.

Collaborated with leadership in IT, Marketing, and Operations to identify and develop strategic reporting for retail POS, as well as online and catalogue direct sales. Key technologies used include MS Office, Dynamics AX, and MS SQL Server.

Reviewed captured information and data attributes for correctness and ensured data met client specifications. Maintained positive communications during feedback sessions with technicians. Reported quality issues to management. Provided guidance interpretation to technicians and quality control staff. Performed automated and visual checks.

Created vector data, using ArcGIS Suite, satellite imagery, and a variety of ancillary sources. Communicated with quality control technicians and management. Worked on several different database formats and product guidances. Worked on critical task orders under government contracts, many times involving flexible schedules and overtime.