Yadira Mora
Sanger
Summary
Results-driven Quality Consultant with expertise in quality improvement, compliance monitoring, and training development. Proven ability to enhance quality standards and facilitate best practices across teams.
Overview
20
20
years of professional experience
Work History
Quality Consultant
Aetna
Fresno
01.2023 - Current
- Collaborated with cross-functional teams to identify quality improvement areas.
- I participated in and facilitated calibration sessions on quality standards and best practices.
- Maintained quality metrics and compliance on a consistent basis.
- Trained new hires and QAs with LOB assigned.
- SME for IFP.
- Assist the Speech and Analytics Team.
Quality Analyst
Aetna
Fresno
01.2011 - 12.2022
- Audited front-line staff with their incoming calls for quality purposes.
- Was part of the Call to Action Team.
- I helped the Quality Analytics team with reconsiderations.
- Trained new Quality Analysts.
Senior Customer Service Representative
Aetna
Fresno
01.2008 - 12.2010
- Interacted and resolved customers inquiries using Aetna's service guidelines and systems.
- Collaborated with internal teams to address complex customer issues.
- Trained new representatives on Aetna's customer service protocols.
- Handled mentor and escalated calls.
- Recognized as FCR Site Champion.
Bilingual Customer Service Representative
Aetna
Fresno
11.2005 - 12.2007
- Assisted customers in both English and Spanish with inquiries and issues.
- Resolved customer complaints efficiently while maintaining a positive demeanor.
- Educated clients on insurance policies, benefits, and claims procedures effectively.
- Trained new staff members on customer service protocols and system navigation.
- Followed up with customers to ensure resolution and gather feedback on services.
Education
GED -
Fresno City College
Fresno, CA06-2018
Associate of Arts - Medical Assistant Front Office
Cesar Chavez Adult School
Fresno, CA06-2004
High School Diploma -
Roosevelt High School
Fresno, CA06-1993
Some College (No Degree) - Health Administration
Charter Oak State College
Skills
- Quality improvement
- Quality metrics
- Compliance monitoring
- Training development
- Analytical reporting
- Customer relationship management
Languages
Spanish
Professional
Accomplishments
Service Champion 2007/2008
Timeline
Quality Consultant
Aetna
01.2023 - Current
Quality Analyst
Aetna
01.2011 - 12.2022
Senior Customer Service Representative
Aetna
01.2008 - 12.2010
Bilingual Customer Service Representative
Aetna
11.2005 - 12.2007
GED -
Fresno City College
Associate of Arts - Medical Assistant Front Office
Cesar Chavez Adult School
High School Diploma -
Roosevelt High School
Some College (No Degree) - Health Administration
Charter Oak State College