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
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