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Jennifer Heable

@jenniferheable

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Experienced Quality Auditor with strong leadership and analytical skills.

United States

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What I'm looking for

I am looking for a role that fosters growth, teamwork, and innovation.

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.

Experience

Work history, roles, and key accomplishments

Current

MDP I Service III - S

Current

Geico

Jan 2024 - Present (1 year 7 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.

Leadership Development Coaching Training Performance Management Team Building Communication Power BI Microsoft Office

Quality Auditor/Service Quality Team

Geico

Jan 2023 - Present (2 years 7 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.

Auditing Data Analysis Process Improvement AI Documentation Microsoft Excel Communication Problem Solving

Retention /Service Agent

Geico

Jan 2020 - Present (5 years 7 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.