Jessica Zwahlen
Honley,West Yorkshire
Summary
Organised and energetic individual with strong leadership abilities. Experienced in leading a team, identifying, evaluating and mitigating risks in line with business and regulatory requirements as well as legal background. Excellent time management and problem solving skills, driven to deliver high-quality and consistent results.
Overview
15
15
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
Quality Assurance Manager
Booking.com
Manchester , Greater Manchester
09.2020 - Current
- Assess data to meet contractual and regulatory obligations and identify potential risks around insurance sales and distribution
- People Management; managing a team of QA Analysts, providing feedback, setting personal- and team objectives which tie into wider business objectives, holding performance reviews, interviewing new hires and training new staff
- Stakeholder support; establishing relationships across different departments as well as external partners to ensure adherence to contractual and regulatory obligations
- Supporting Risk & Compliance management within the 2nd LOD to highlight and mitigate potential business risks
- Monitoring insurance sales, insurance claims and insurance complaints handling in line with contractual and regulatory requirements
- Internal and external reporting of monitoring
- Preparing reports for internal and external audits
Quality Assurance Analyst
Booking.com
Manchester , Greater Manchester
08.2018 - 09.2020
- Monitored product quality data and highlighted trends for analysis
- Prepared reports on investigation results and corrective actions for compliance with customer service management
- Identified bugs, risks and anomalies, applying action to prevent reoccurrence
- Wrote, edited and updated project manuals and documentation for QA team usage
- Listened to call recordings in English and German to ensure best practice on sales of regulated insurance products
Customer Service Representative
Booking.com
Manchester , Greater Manchester
01.2017 - 08.2018
- Processed inbound customer calls, emails and live-chats providing information on bookings and general inquiries - in English and German
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders
- Maintained excellent client satisfaction by providing in-depth support
- Managed high-volume customer queries simultaneously through effective multitasking
Paralegal
Aare Notare Herrmann Jaggi Löffel
Büren an der Aare, Switzerland
08.2009 - 08.2015
- Drafted and submitted legal documents to solicitor for review and approval
- Prepared and filed legal documents with regulatory bodies and courts, maintaining compliance
- Offered comprehensive client advice across various legal matters
- Supported Land Registry and associated searches by collating and providing required information
- Worked with solicitors to gather information to prepare contracts
- Actioned legal procedures according to instruction, supporting Partners' caseload management
- Reviewed legal documents for accuracy and compliance
- Managed client files with highest levels of confidentiality and discretion
- Drew up and filed legal contracts ahead of casework commencement
Education
Federal Diploma of Higher Education - Law / Paralegal
BWZ
Lyss 08.2009 - 08.2012
Federal Diploma of Higher Education - Merchandising and Marketing
BBZ
Biel / Bienne 08.2006 - 08.2009
Skills
- Compliance monitoring
- Risk mitigation
- Data gathering and review
- Communication skills
- Analytical skills
- Multitasking
- Problem-solving
- Leadership
- Time management
- Team management
- Team building
- Proficiency in Microsoft 365 and Google Workspace
- Customer-focused
Certification
Managing People Program (Booking.com)
The Global Leadership & Management Development Team - Issued Jan 2022
EU General Data Protection Regulation Foundation (GDPR F)
IBITGQ - Issued July 2019 - Credential ID 991406
Languages
German
Native
English
Proficient
C2
French
Intermediate
B1
Timeline
Quality Assurance Manager
Booking.com
09.2020 - Current
Quality Assurance Analyst
Booking.com
08.2018 - 09.2020
Customer Service Representative
Booking.com
01.2017 - 08.2018
Paralegal
Aare Notare Herrmann Jaggi Löffel
08.2009 - 08.2015
Federal Diploma of Higher Education - Law / Paralegal
BWZ
08.2009 - 08.2012
Federal Diploma of Higher Education - Merchandising and Marketing
BBZ
08.2006 - 08.2009
Managing People Program (Booking.com)
The Global Leadership & Management Development Team - Issued Jan 2022
EU General Data Protection Regulation Foundation (GDPR F)
IBITGQ - Issued July 2019 - Credential ID 991406
Similar Profiles
Lukui WANGLukui WANG
Senior Connectivity Support Executive at Booking.comSenior Connectivity Support Executive at Booking.com
Ana Cristina PitaAna Cristina Pita
Finance Process Analyst at Booking.comFinance Process Analyst at Booking.com
Sandi PrayogaSandi Prayoga
Market Team Manager at Booking.comMarket Team Manager at Booking.com