Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Rosemary Wanjiku

Toronto,ON

Summary

Tenacious quality control analyst with 5 years of operations support experience. Proven success in rigorous environments supporting customer advisors using strong analytical skill Prevented and minimized processing errors by analyzing trends and implementing feedback from managers. Offers clerical and customer service expertise and performs back-office duties to facilitate business operations.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Operations Support Specialist

Allstate Insurance
Toronto, ON
09.2021 - Current
  • Collaborated with operations team to provide excellent customer service and foster positive work environment.
  • Created and maintained well-organized electronic and hard copy files to support business processes.
  • Performed administrative duties and prepared operational procedures to support customer support team.
  • Complied with systems procedures, business processes and company policies to promote workplace safety and quality.
  • Coached staff on daily performance and conducted evaluations to constructively address concerns.

Quality Analyst

Teleperformance Canada
Toronto, ON
07.2020 - 09.2022
  • Developed and maintained quality assurance procedure documentation.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
  • Monitored inbound and outbound calls made by 75 employees to provide constructive feedback.
  • Collected and analyzed activity data and initiated, developed and recommended improvements to systems, processes and procedures to increase productivity and reduce cost.
  • Consulted literature to investigate software malfunctions.

Administrative Support Associate

KPMG
Toronto, ON
05.2018 - 08.2020
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
  • Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
  • Maintained daily reports and advised executive leaders in decision-making processes.
  • Identified and recommended changes to existing processes to improve accuracy, efficiency and quality service.
  • Facilitated timely delivery of special projects to meet organizational and departmental objectives.
  • Performed research to collect and record industry data.
  • Organized logistics and materials for each meeting, arranged spaces and took detailed notes for later dissemination to key stakeholders.

Education

Bachelors Of Science In Economics - Economics

Thompson Rivers University
British Colombia
01.2015

Skills

  • Billing Procedures
  • Internal Department Communication
  • Clerical Support
  • Problem Resolution
  • Audit Assistance
  • Underwriter Collaboration
  • Claims Information Gathering
  • Quality Issue Identification
  • Quality Control Data Compilation

Certification

  • Licensed- OTL

Timeline

Operations Support Specialist

Allstate Insurance
09.2021 - Current

Quality Analyst

Teleperformance Canada
07.2020 - 09.2022

Administrative Support Associate

KPMG
05.2018 - 08.2020

Bachelors Of Science In Economics - Economics

Thompson Rivers University

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Rosemary Wanjiku