Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

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

Jessica Zwahlen