Amy Rockey-Hoare
Coventry,Warwickshire
Summary
Dedicated professional with a strong commitment to customer service excellence, demonstrated through extensive skills in communication, problem-solving, and leadership. Adept at managing inventory and ensuring quality assurance while maintaining a calm demeanour under pressure. Proven ability to enhance complainant satisfaction and implement customer service standards, with a focus on process improvement and empathy training. Career goals include advancing customer care protocols and leveraging remote support tools to optimise service delivery.
Dynamic quality assurance analyst offering knowledge of testing methodologies and the software development cycle. Excellent analytical and programming abilities combined with attention to detail. Seeking a testing position with a growth-oriented organisation.
Driven QA professional offering dynamic understanding of manual and automated testing strategies. Highly communicative and experienced in data analysis. Seeking an interesting and challenging role as a QA tester for an esteemed organisation.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
Work history
Quality assurance analyst
Accident Exchange
Birmingham, West midlands
03.2020 - Current
- Established key performance indicators to measure quality objectives effectively.
- Optimised software testing methods for enhanced system functionality and performance.
- Developed and implemented testing protocols to enhance product reliability.
- Ensured compliance with industry regulations by performing rigorous audits.
- Mastered use of automated testing tools to expedite the QA process.
- Collaborated effectively with other departments, fostering a harmonious work environment.
- Led cross-functional teams to improve overall operational efficiency of QA department.
- Implemented new software tools, resulting in streamlined test processes.
- Boosted efficiency of QA processes, leading to time savings on projects.
- Conducted detailed risk assessments to mitigate potential problems in project execution.
- Championed best practices within the organisation, promoting a culture of continuous improvement.
- Provided technical support and troubleshooting for quick issue resolution.
- Facilitated training workshops for staff on latest QA techniques and methodologies.
- Liaised closely with development team for bug resolution and prevention.
- Improved customer satisfaction with meticulous quality control checks.
- Adapted quickly to changing project requirements, ensuring timely delivery of tasks.
- Streamlined workflow for improved productivity through process optimisation initiatives.
- Reported defects and established improvement opportunities to resolve issues.
- Wrote, edited and updated project manuals and technical documentation for QA team usage.
- Oversaw on-site testing for customers as required by project specifications.
- Defined and achieved product quality objectives and met product specifications.
- Reviewed project requirements to uncover bugs and resolve issues within a timely manner.
- Recorded quality control activity promptly and precisely for accurate evaluation.
- Verified records and documentation met agreed criteria, eliminating errors and delays.
- Monitored product quality data and highlighted trends for analysis.
- Used visual inspection methods to confirm integrity, function and safety.
Senior claims advisor - Settlements
Accident Exchange
Birmingham, West midlands
01.2019 - 03.2020
- Utilised company database tools proficiently for tracking and managing claims efficiently.
- Resolved escalated issues with strategic problem-solving techniques.
- Educated clients on their coverages and claim processes for better understanding.
- Adhered strictly to data protection laws whilst handling sensitive client information.
- Managed complex cases, resolved disputes successfully.
- Collaborated with other departments for seamless claim management.
- Drafted detailed reports about each case handled, increased transparency.
- Improved client retention by providing excellent customer service during the claim process.
- Maintained up-to-date knowledge of industry trends to provide accurate information to clients.
- Provided support through the entire claim lifecycle resulting in high client satisfaction rates.
- Liaised with underwriters and policyholders for claim resolution.
- Provided exemplary service to clients by handling their claims professionally.
- Conducted investigations to validate insurance claims accurately.
- Processed customer claims, provided efficient service.
- Facilitated communication between parties involved in the claim to expedite resolution.
- Assured customer satisfaction by processing claims in a timely manner.
Claims advisor
PJ Hayman
Portsmouth, Hampshire
07.2018 - 12.2018
- Displayed patience and empathy towards distressed clients during difficult times.
- Improved client retention by providing excellent customer service during the claim process.
- Educated clients on their coverages and claim processes for better understanding.
- Liaised with underwriters and policyholders for claim resolution.
- Facilitated communication between parties involved in the claim to expedite resolution.
- Processed customer claims, provided efficient service.
- Managed complex cases, resolved disputes successfully.
- Drafted detailed reports about each case handled, increased transparency.
- Resolved escalated issues with strategic problem-solving techniques.
- Conducted investigations to validate insurance claims accurately.
- Adhered strictly to data protection laws whilst handling sensitive client information.
Personal Injury claims handler
Slater Gordon soloutions
Fareham, Hampshire
01.2018 - 07.2018
- Facilitated smooth workflow by coordinating tasks within the team effectively.
- Provided comprehensive training to junior staff members, enhancing overall team performance.
- Resolved numerous claim disputes, promoting a fair outcome for all parties involved.
- Liaised with legal teams for effective claim settlement.
- Maintained high levels of accuracy whilst reviewing and validating claims documentation.
- Conducted thorough investigations into suspicious or fraudulent claims.
- Ensured customer satisfaction by promptly resolving claims disputes.
- Managed complex insurance claims for successful resolution.
- Achieved efficient claim processing with meticulous attention to detail.
- Implemented robust systems for tracking progress of ongoing claims, improving overall efficiency of the department.
- Processed outstanding claims to reduce backlog and improve efficiency.
- Kept clients well-informed of claim updates and case progress.
- Processed inbound customer calls promptly to meet call-handling timeframe targets.
- Determined insurance cover level and relevance for accurate claim assessments.
- Escalated critical claims or complex situations to supervisor for review.
- Handled all claims and communications within established service level agreements.
Team manager
Innovation group
Fareham, Hampshire
11.2015 - 01.2018
- Ensured adherence to company policies, resulting in fewer discrepancies and conflicts.
- Achieved higher team efficiency with regular training and mentoring sessions.
- Facilitated weekly meetings to discuss progress on projects, deadlines, objectives and concerns.
- Streamlined operations, leading to increased team performance.
- Encouraged open dialogue amongst employees for better problem-solving ability.
- Addressed customer complaints promptly, ensuring customer satisfaction and retention.
- Delegated responsibilities efficiently amongst team members.
- Conducted performance evaluations to identify areas of improvement.
- Prioritised workload effectively, resulting in timely completion of tasks.
- Coordinated with various departments for seamless workflow.
- Enhanced team productivity by implementing effective project management strategies.
- Handled employee grievances to maintain harmony within the workforce.
- Implemented staff rota schedules to ensure adequate coverage during peak times.
- Steered project execution whilst adhering strictly to timeline constraints.
- Developed action plans for continuous process improvement initiatives.
- Fostered a positive work environment through effective communication and conflict resolution tactics.
- Provided consistent leadership to maintain high levels of team performance and satisfaction.
- Maintained up-to-date knowledge of industry trends, enabling informed decision-making processes.
- Boosted morale by recognising and rewarding exceptional work.
- Cultivated a strong rapport with team members, fostering a cohesive and collaborative workplace environment.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Led and managed administrative staff to maintain smooth daily operations.
- Monitored health and safety measures for guaranteed compliance.
- Coordinated hiring, recruitment and training strategies to build successful administrative team.
- Translated senior management directives into actionable front-line policies and implemented changes with staff.
- Designed and implemented training to further develop staff based on business goals.
- Analysed and resolved complex resource management issues for optimised scheduling.
- Streamlined processes to improve and optimise office operations.
- Oversaw facility maintenance and allocated needed resources to meet standards.
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Supported team by demonstrating respect and willingness to help.
- Consistently arrived at work on time and ready to start immediately.
- Offered friendly, efficient customer service and handled challenging situations with ease.
Education
NVQ Level 3 - Cusomter care
Fareham college
Fareham, Hampshire 03.2017 - 03.2019
Skills
- Calm under pressure
- Problem-solving
- Communication skills
- Team building
- Leadership
- Resourcefulness
- Inventory management
- Quality Assurance
- Customer service and satisfaction
- Customer service trained
- Excellent customer service abilities
- Customer service standards implementation
- Customer service platform usage
- Passionate about customer service
- Customer service commitment
- Customer service mind-set
- Real-Time customer service
- Customer service for queries
- Professional etiquette
- Process improvement identification
- Empathy training
- Positive attitude displaying
- Email correspondence efficiency
- Patience and composure
- Complainant satisfaction enhancement
- Customer care protocols
- Virtual meeting facilitation
- Complaint management
- Quality control techniques
- Understanding consumer rights
- Constructive feedback giving
- Remote support tools
References
References available upon request.
Timeline
Quality assurance analyst
Accident Exchange
03.2020 - Current
Senior claims advisor - Settlements
Accident Exchange
01.2019 - 03.2020
Claims advisor
PJ Hayman
07.2018 - 12.2018
Personal Injury claims handler
Slater Gordon soloutions
01.2018 - 07.2018
NVQ Level 3 - Cusomter care
Fareham college
03.2017 - 03.2019
Team manager
Innovation group
11.2015 - 01.2018