At Meneses Law, I lead a three-person Quality Assurance team, standardizing call scoring and enforcing cross-departmental procedures. I evaluate sales and service calls and document findings in QA scorecards and structured reports.
I use Excel reports and Power BI dashboards to identify performance trends and recurring service gaps. I turn those findings into targeted coaching and training plans.
I also design and refine QA evaluation frameworks and SOPs, partnering with management on process improvements and accurate handling of VAWA adjustment-of-status cases.
Previously, at AFNI – Progressive, I handled inbound sales calls exclusively in Spanish and assisted customers with applications and insurance enrollment. At Everise, I supported H&R Block DIY Online users and advised Alight Retiree Health Solutions participants on benefits and coverage.
