Lucia Rodriguez
Algonquin
Summary
Detail-oriented and adaptable Quality Assurance Analyst with a proactive approach and quick learning capabilities. Known for a strong work ethic, clear communication, and a commitment to delivering high-quality results. Eager to contribute to a collaborative QA team and support continuous improvement in product quality and performance.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Quality Assurance Analyst
Alliant Credit Union
Chicago
08.2022 - Current
- Completed assigned evaluations and rounds completely and in a timely and expected manner.
- Communicate regularly with management to discuss quality trends.
- Ensure compliance with financial regulations, internal policies and service standards.
- Assist in calibration sessions to promote scoring consistency and fairness.
- Monitor and evaluate service calls, procedures, and emails.
- Adherence to applicable risk management program’s, policies and procedures
- Identifying, assessing and escalating any risk concerns.
- partner with line of business leadership as needed to address member service concerns with focus on improvement the overall member experience.
- Search suggestions made for additions or added to Knowledge base articles which would address opportunities for improved consistency, accuracy, or clarity.
- Assisted fellow QA team members in identifying areas for improvement in processes and procedures.
Senior Member Service Consultant
Alliant Credit Union
Chicago
09.2019 - Current
- Manage member conflicts and challenging situations by staying calm and accessing internal knowledgebase to develop strategic solutions.
- Help members resolve account issues and navigate internal systems to handle routine needs.
- Offer exceptional customer service to differentiate and promote company brand.
- Instructed the Nesting program
- Monitored and assess new hires performance and development, providing timely and constructive feedback and improve growth and effectiveness
- Coordinated and facilitated training, encouraging group participation and ownership.
- Coordinated trainings to help new hires learn company policies, procedures and job tasks.
Life and Health Insurance Representative
Bankers Life
Crystal Lake
07.2016 - 07.2018
- Communicated with clients to understand needs and identify best policies for each case.
- Exceeded company sales goals for new policies.
- Provided leadership and training for new agents regarding industry best practices and company policies.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Maintained productive relationships with existing customers with exceptional follow-up after sales.
Photographer
Picture Me
Crystal Lake
08.2014 - 06.2016
- Photographed special events and portraits.
- Collaborated with clients to plan shoots and boost satisfaction with photos.
- Cropped, manipulated and performed color balance for final images.
- Tracked studio inventories and ordered new supplies when needed.
- Set up lights, backdrops and props for shoots and events.
- Explained price and package details to customers.
Education
Associate of Arts -
McHenry County College
Crystal Lake, ILSkills
- Courteous with Strong Service Mindset
- Calm and Professional Under Pressure
- Efficient and Detail-Oriented
- Spanish Fluency
- Time Management
- Sales Quota Achievement
- Teamwork and Collaboration
- Dependable
- Flexible
- Team collaboration
- Effective communication
Certification
- Licensed In Life and Health Insurance
- Licensed Cosmetologist
- Medical assistant certificate
Timeline
Quality Assurance Analyst
Alliant Credit Union
08.2022 - Current
Senior Member Service Consultant
Alliant Credit Union
09.2019 - Current
Life and Health Insurance Representative
Bankers Life
07.2016 - 07.2018
Photographer
Picture Me
08.2014 - 06.2016
Associate of Arts -
McHenry County College