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@jenniferheable
Experienced Quality Auditor with strong leadership and analytical skills.
I am an experienced Quality Auditor with a proven track record in leadership, training, and organizational excellence. My dedication to fostering a supportive environment has allowed me to coach and develop agents effectively, driving top results in service quality and retention. I thrive on challenges and am committed to continuous improvement.
Throughout my career at Geico, I have been recognized for my contributions, including multiple Associate Circle of Excellence awards and being ranked the #1 retention Specialist Agent countrywide in 2023. My role in the Leadership Development Program has further honed my skills in coaching, facilitating training sessions, and creating auditing tools that enhance service quality and agent performance.
With a strong analytical focus and exceptional communication skills, I am passionate about driving metrics and results while building lasting relationships within my team. I am eager to leverage my expertise in a dynamic environment that values growth and collaboration.
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Work history, roles, and key accomplishments
Geico
Jan 2024 - Present (1 year 10 months)
Coached and developed agents within a Leadership Development Program, focusing on enhancing knowledge and skill-building through facilitated Power Sessions. Executed peer coaching and provided feedback to drive metrics and results, while fostering a supportive and inclusive team environment.
Geico
Jan 2023 - Present (2 years 10 months)
Created auditing tools and executed audits to help Upper Management assess and improve the quality of service agents. Developed an Auditor Development Behavior Evaluation rubric and created weekly Geico Virtual Assistant (GVA) enhancements and audit instructions.
Geico
Jan 2020 - Present (5 years 10 months)
Provided high-volume phone customer service, resolving issues and retaining customers by utilizing retention behaviors and optimizing revenue. Managed high call volumes across phone and chat, effectively resolving stressful situations and building strong customer relationships.
Degrees, certifications, and relevant coursework
Bachelor of Arts, Liberal Arts
Completed a comprehensive Bachelor of Arts program. Developed critical thinking, communication, and analytical skills through a broad curriculum.
Software and tools used professionally
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