Life, Annuity, and Health Service Specialist senior - USAA Life Insurance Company
(2021-01 - 2026-01)
Represent the USAA brand and provide membership with service, make recommendations, and offer solutions based on member needs. Comply with applicable state, federal and USAA policies and regulations regarding Life products.
- Active Life/Health License (Group 1)
- Process Service transactions in the HAL and ALIP systems
- Assisted fulfillment teams, due to my high performance and attention to detail, and willingness to collaborate
- Selected to be a part of pilot program to Onboard Members who recently purchased Life Insurance products. Engaged in creating an entirely new experience and process
- Support and assist new hires by guest facilitation of assigned topics
- Selected as a Life Company Champion in 2023 and 2024
Member Service Representative III - USAA Federal Savings Bank
(2020-01 - 2021-01)
Provided members with service in our inbound call center. Utilized banking and USAA standards to remain compliant and manage risk while utilizing SERVE conversation flow.
- Knowledgeable in Banking products
- Design tools POC. Offered feedback for the MSRs design tools at meetings and shared it with my teammates and communicated my teammate's suggestions and concerns
- Consistently exceeded expectations with management
- Created and facilitated an original peer-to peer serve workshop focusing on connecting to members based on their moods and personality types
- Assisted new teammates adjust to expectations with our manager and conducted peer-to-peer coaching
- Job shadowed by several MSRs from different departments as a model for call consistency and coaching
Head Native Speaking English Teacher/ Curriculum Development Coordinator - Hess Tianjin International Kindergarten
(2015-01 - 2020-01)
Teaching English as a second language to students aged 3-8.
- Provided training for curriculums taught at school
- Represent the school as a positive force in the local community
- Utilized data to differentiate instruction
- Completed observations and provided constructive feedback for teacher growth and development
- Aided new teachers in adjusting to life in China
- Led meetings to discuss events, activities, and open houses
- Met with branch manager to organize school events
- Excelled in successfully implementing lesson plans with consistency
- Communicated information to English teachers and Chinese staff to foster positive relationships
- Organized lessons using an effective model
- Consulted with Corporate office on teacher hiring process
- Facilitated and communicated with prospective teachers on the Visa requirements for the People's Republic of China
