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LauraLevyaQuality Issue IdentificationTest Case DevelopmentImprovementRecommendationsTime ManagementCritical ThinkingStrategic PlanningFunctional TestingMicrosoft OfficeDynamic Quality AssuranceAnalyst successfullyexecutes testingmethodologies to identifygaps and makerecommendations forprocess improvements.Leverages excellentanalytical andprogramming skills todocument and troubleshooterrors. Advancedknowledge of test caseWork History2020-07 - Quality Assurance Analyst2023-06Insurance Technologies Corporation Supportedcompany in maintaining work environment focused on quality, communication, collaboration, integration and teamwork. Documented current production methodsto 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 bycompleting additional tests. Evaluated data sets from multiple test implementations to determine andaccount for standard variance in test results.2019-12 - Customer Success Manager2020-07Insurance Technologies CorporationMonitored metrics and developed actionable insights to improve efficiency and performance. Led process improvement and problem-solving efforts to createstandard procedures and escalation policy for customer support team. Conducted training and mentoredteam 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. IncreasedSkillsretention and sales by 25%.2015-08 - Sales and Service Manager2019-12MGA InsuranceTrained and regularly mentored associates onperformance-oriented strategies and customerservice techniques.Built partnerships with diverse internal teams and sales, finance and operations departments to streamlineprocesses.Conferred with sales teams and team leaders tocommunicate targets, boost revenue and improvepromotional 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 andoffering unique discount options while driving interest in new product lines.Supervised employees and assessed performances todetermine 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 customerretention by 85%.2010-08 - Quality Assurance Manager2015-08MGA InsuranceImplemented new quality assurance and customerservice standards.Established and tracked quality department goals and objectives.Monitored staff organization and suggestedimprovements to daily functionality.Determined quality department standards, practices and procedures.Applied coaching techniques and tools to supportmanagers and team members in improvingperformance.Scheduled and chaired quality review meetings toreview effectiveness of performance mitigating risk, improving throughput and achieving customersatisfaction.Collaborated with audit clients and action owners to apply root cause analysis guidance and establisheffective 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%.EducationAssociate of Business Administration:Business AdministrationValle Verde Community College - El Paso, TXCertificationsP&C General Lines LicensePublic Notary