Kenya Peeples
Philadelphia
Summary
Accomplished Operations Coordinator Manager at Munich Re Insurance/Hartford Steam Boiler, adept in risk management, reducing risk by 40%, and enhancing operational efficiency. Skilled in customer service excellence and project management, I excel in building strong client relationships and leading teams to success through innovative strategies and meticulous analysis.
Overview
18
18
years of professional experience
Work History
Quality Assurance Assistant Director
Munich Re Insurance/Hartford Steam Boiler
Philadelphia
01.2021 - Current
- Quality assessment: They assess product or service quality through various tests to ensure they meet established standards
- Collaboration with management: Quality Managers work closely with management teams, providing recommendations and solutions to address quality issues
- Reporting: They’re responsible for reporting on product or service quality at every stage of production, highlighting areas of improvement
- Supplier evaluation: Quality Managers assess and review materials provided by suppliers to maintain overall quality standards
- Team training: Quality Managers onboard and train new quality control team members to ensure they understand their roles and responsibilities
- Skill enhancement: They stay updated with new quality control techniques and methods to improve processes and outcomes continuously
- Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency.
- Ensured compliance with all relevant regulations, policies and procedures.
- Managed annual budgeting process, including forecasting and financial planning.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Developed strategies to reduce the number of bugs in future releases.
- Documented all findings according to established procedures.
- Maintained database of known software problems and provided solutions when necessary.
- Investigated new technologies that could be used for better quality assurance processes.
- Communicated regularly with development teams about progress of projects under test.
- Reviewed and analyzed customer feedback to identify quality issues.
- Trained new employees on company and safety standards, providing assistance and remediation with issues.
Operations Coordinator Manager
Munich Re Insurance/Hartford Steam Boiler
Philadelphia
01.2007 - 01.2021
- Risk Management Responsible for researching, obtaining, documenting, and providing accurate location data for Claims Underwriting and Engineering Departments
- Reduce risk by 40% with proficiency in providing accurate value calculations on multiple internal and external sources including market data, customer’s origin, and financial stability
- Report Generation Develop reports for the benefit of agents and beneficiaries
- Transcribe data to Excel for accuracy by creating a multitude of formulas
- Customer Service/Call Center Answering all inbound calls and assisting customers who have particular inquiries or questions
- Providing individualized customer service of high-standard professional level
- Building the interest of customers in the products and services offered by the organization
- Updating the existing database with any modifications or changes and the present status of the customers or prospective customers
- Underwriting Assistant Coordinates entire New Bind/ Renewal Process from start to finish with assigned Regional Sales Offices, with an emphasis on both timeliness and accuracy
- This includes, but is not limited to, reviewing and scrubbing monthly renewal listings, contacting brokers to obtain up-to-date client contact information, and update systems with all correct information
- Training Coordinate the on-boarding process for all new employees
- Coordinate and schedule training classes
- Create standard and specialized training based on organizational and job needs
- Design and conduct post training evaluations and assessments to ensure training objectives are met
- Update and maintain product knowledge documentation
- Provide periodic updates to department managers on training accomplishments
- Conduct needs analysis to determine training needs
- Maintain training records for all employees
- Assist in creating basic test scenarios to be used in testing business applications
Education
Bachelor Science Degree - Business Administration/Management
PEIRCE COLLEGE
Philadelphia, PA01.2011
Skills
- Customer Support
- Customer Service
- Relationship Building
- Problem Solving
- Account Management
- Public Relations
- Marketing Strategies
- Customer Interaction
- Organizational Skills
- Staff Training
- Team Coordination
- Leadership
- Time Management
- Project Management
- Microsoft Office
- Decision Making
- Analysis
- Proofreading
- Business Correspondence
- Customer Service Excellence
Projects
Root Cause Analysis Project
- Collaborated with developers on the root cause analysis of identified issues
- Investigated root cause analysis for recurring technical problems
- Performed root cause analysis investigations on production errors or defects
- Performed root cause analysis on failed or malfunctioning integrations
- Handled root cause analysis, implementing corrective actions when necessary
Volunteer Experience
Open Heart Church of Philadelphia, Financial Administrator, 01/01/14, Present, Philadelphia, PA
Timeline
Quality Assurance Assistant Director
Munich Re Insurance/Hartford Steam Boiler
01.2021 - Current
Operations Coordinator Manager
Munich Re Insurance/Hartford Steam Boiler
01.2007 - 01.2021
Bachelor Science Degree - Business Administration/Management
PEIRCE COLLEGE
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