Angie Marquina
Auburn
Summary
Dynamic Quality Control Coordinator at Assurant Specialty Property, specializing in quality assurance and regulatory compliance. Demonstrated success in data analysis and performance improvement strategies, elevating product quality and customer satisfaction. Proficient in team leadership and problem-solving, delivering measurable results through comprehensive audits and innovative solutions.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Quality Control Coordinator
Assurant Specialty Property
Atlanta
11.2019 - Current
- Analyzed quality control test results, delivering actionable feedback to production management.
- Supervised inspectors and technicians to ensure compliance with quality assurance standards.
- Designed performance improvement goals across departments, promoting achievement through measurable milestones.
- Conducted financial and quality audits to assess compliance across multiple departments.
- Monitored product trends, recommending adjustments to enhance product quality.
- Created standardized report formats for quality metrics, enabling consistent evaluations.
- Resolved customer complaints promptly, addressing service issues effectively.
- Participated in cross-functional teams to improve processes and develop innovative solutions.
Unit Manager- Insurance Processing
Assurant Specialty Property
Atlanta
04.2013 - 11.2019
- Monitored daily operations to ensure compliance with regulations and company policies.
- Created detailed reports on departmental activities for senior management review.
- Conducted performance reviews for all unit personnel to assess competencies and growth opportunities.
- Developed strategies to enhance employee morale, motivation, and engagement.
- Organized staff meetings to discuss policies and procedures, fostering open communication.
- Implemented new technologies to optimize workflow processes within the unit.
- Addressed customer complaints promptly, ensuring satisfaction and maintaining high service quality.
- Coordinated with other departments to facilitate smooth workflows and achieve organizational objectives.
Customer Service Team Lead
Assurant Specialty Property
Atlanta
10.2007 - 04.2013
- Provided training and guidance to customer service representatives on policies and best practices.
- Managed daily operations, including scheduling shifts and assigning tasks to maximize efficiency.
- Analyzed customer feedback data to identify improvement opportunities and implement solutions.
- Created reports detailing customer service metrics, such as response times and resolution rates.
- Coordinated and supervised customer service team to ensure high-quality service delivery.
- Conducted performance reviews for team members to monitor progress and provide constructive feedback.
- Assisted in resolving escalated customer complaints promptly, maintaining professionalism throughout.
- Collaborated with departments to meet customer needs within established timelines.
Research Insurance Specialist
Assurant Specialty Property
Atlanta
12.2004 - 10.2007
- Ensured timely, professional email responses to all clients.
- Coordinated with departments regarding policy administration issues.
- Demonstrated strong analytical skills while managing multiple tasks.
- Conducted intensive research for uninsured claims processing.
- Collaborated with carriers to resolve discrepancies in insurance payments.
- Contacted underwriters to submit forms for binder coverage.
- Followed up on customer calls to promptly resolve client issues.
- Updated root cause reports and addressed premium disputes during team captain's absence.
Education
Associate of Arts - Business Administration and Management
Strayer University
Atlanta, CA07.2009
Skills
- Quality assurance and regulatory compliance
- Data analysis and auditing
- Performance improvement strategies
- Statistical process control
- Customer service and support
- Team leadership
- Attention to detail
- Problem solving
- Audit compliance and techniques
- Customer complaint resolution
- Procedure writing and documentation control
- Internal auditing and quality metrics
- Process validation and improvement
- Critical thinking skills
- Training and development strategies
Certification
- time management
- management experience
- code of ethics
- fraud
- customer service advocate
Languages
English
Professional
Spanish
Professional
References
References available upon request.
Timeline
Quality Control Coordinator
Assurant Specialty Property
11.2019 - Current
Unit Manager- Insurance Processing
Assurant Specialty Property
04.2013 - 11.2019
Customer Service Team Lead
Assurant Specialty Property
10.2007 - 04.2013
Research Insurance Specialist
Assurant Specialty Property
12.2004 - 10.2007
Associate of Arts - Business Administration and Management
Strayer University
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