Coreen Adams

• Maintained up-to-date knowledge of industry trends, ensuring continuous improvement in quality control processes.
• Managed high-level daily and monthly sales tracking reports and KPI dashboards, demonstrating advanced Excel skills (pivot tables, formulas, and graphs).
• Reviewed and updated company policies on a regular basis, keeping them aligned with changing regulatory requirements.
• Enhanced product quality by implementing detailed inspection procedures and documentation processes.
• Improved overall compliance, conducting regular audits to ensure adherence to industry standards.
• Managed and archived quality documentation and participated in internal and external quality audits.
• Updated quality control standards, methods, and procedures to meet compliance requirements.
• Wrote and implemented new rework procedures to standardize processes and streamline workflow.
• Established and tracked quality department goals and objectives.
• Recorded, analyzed, and distributed statistical information.
• Monitored staff organization and suggested improvements to daily functionality.

• Updated databases in adherence to company policies and regulations.
• Assisted in testing new software and reporting systems.
• Prepared accurate and timely daily and monthly reports, including analysis with pivot tables, formulas, and graphs.
• Supported various special projects as assigned.
• Assisted in organizing events and year-end functions.
• Worked with the Procurement department to manage petty cash, budgets, receipts, and invoices.
• Assigned and distributed daily tasks to QA agents, ensuring targets and campaign SLAs were met.
• Conducted spot checks to ensure compliance with Campaign SLAs.
• Organized files to enhance operational efficiency and ensure traceability.
• Collaborated with team members to achieve and exceed target results.
• Edited policy fulfillment documents for client communication, enhancing customer engagement and satisfaction.
• Took on additional tasks to contribute to the team’s success.
• Demonstrated consistent dedication and hard work to improve operations and achieve results.
• Monitored attendance for the QA department in coordination with HR.
• Performed general duties, including photocopying, scanning, and data entry.
• Explored and implemented new methods to resolve challenges in processes, technology, or team dynamics, boosting efficiency.
• Developed team communication materials and information for meetings.
• Gained strong knowledge of industry trends and advancements.

• Managed high-level daily and monthly sales tracking reports and KPI dashboards, demonstrating advanced Excel skills (pivot tables, formulas, and graphs).
• Assisted in testing new reporting systems and software.
• Contributed to various special projects as assigned.
• Conducted spot checks and investigations to ensure the accuracy of sales data entered into the system.
• Handled confidential information, edited policy fulfillment documents, and sent them to clients via email and post.
• Addressed client inquiries and disputes regarding policy fulfillment, ensuring high levels of client satisfaction.
• Reviewed and updated KPI files for sales agents and managers.
• Ensured all team members' personal documents, honesty and integrity forms, and supervision documents were completed, signed, and filed for audit purposes (FAIS Campaigns).
• Extracted and reviewed recordings for backup supervision, providing coaching and related recordings for monthly KI assessments.
• Met tight deadlines across various campaigns and time-sensitive projects, ensuring client trust and timely delivery of objectives.
• Managed petty cash, receipts, and invoices.
• Collected and analyzed campaign performance data to identify growth opportunities and enhance future planning.
• Performed general duties such as photocopying, scanning, and providing additional support to agents and management.
• Tracked daily attendance for the department, coordinating with HR.
• Managed the ordering of stationery supplies for the department.

• Reviewed recordings of assigned campaigns.
• Ensured clients were accurately informed and not misled into purchasing products.
• Verified that sales agents met the required fit and proper criteria.
• Created and sent error reports to Team Leaders and Managers.
• Analyzed recordings for coaching opportunities by identifying trends and patterns.
• Stayed current on new testing tools and strategies through networking and research.
• Conducted audits to ensure compliance and quality.

• Audited Call Recordings of relevant campaigns.
• Sent agent faults to Sales team leader e.g. misleads etc.
• Closed any customer queries received from Client services.
• Responsible for sorting and sending coaching issues to management.
• Tracked Sales team leaders KPI.
• Conducted spot-checks on sales Team leaders.

• Created reports using Microsoft Excel spreadsheets.
• Generated and sent invoices to ensure timely fee payments.
• Produced high-quality reports, documents, and presentations.
• Restocked office supplies and processed purchase orders in the system.
• Conducted background research for special projects.
• Managed incoming and outgoing correspondence, including postal mail, email, and faxes.
• Handled errands, such as grocery shopping and collecting dry cleaning.
• Organized both personal and professional calendars, including reminders and updates for upcoming meetings and events.
• Responded promptly to inbound phone calls, directing clients, vendors, and general inquiries to the appropriate teams.