Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Yesenia Carrillo

Orange

Summary

Experienced professional in the commercial auto insurance industry with over 10 years of experience. Recognized for quickly grasping new concepts and consistently exceeding goals. Proven track record of driving company growth and maintaining high quality standards. Played a key role in the successful launch of GEICO's first proprietary commercial product.

Overview

12
12
years of professional experience
1
1
Certification

Work History

COAF Collections Coordinator

Capital One, N.A
10.2024 - Current
  • Manage inbound and outbound collection
  • Perform account level research
  • Overcome objections that customers have about making payments toward their account and help them to understand their account(s) and responsibilities
  • Become familiar with and follow Company guidelines and procedures (computer based training, class-room training, timecards, e-mail, training, etc)
  • Attend team meetings
  • Update account information and complete appropriate documentation to ensure accurate reporting on accounts
  • Consistently meet or exceed the required business metrics on a month to month basis and adhere to regulatory requirements

Product Owner (Commercial Dept)

GEICO
09.2022 - 04.2024
  • Defined and broke down Product Management vision for end goal of how application is supposed to function.
  • Acting as the primary point of contact for all stakeholders (customers, partners, executives, and other departments) on matters related to the product.
  • Continuously monitoring the product's performance and gathering feedback from customers and stakeholders, using data-driven insights to make informed decisions and prioritize future improvements.
  • Ensuring that the product is compliant with all relevant regulations and standards and managing any legal or ethical considerations related to the product.
  • Supported two different scrum teams at once
  • Back up for systems coordination team for service application, billing application, and mailing application.
  • Collaborated with engineering teams on technical feasibility assessments, resulting in realistic scope definition for projects.
  • Developed comprehensive roadmaps outlining the product vision, goals, and milestones for successful execution.
  • Proactively identified risks associated with project timelines or deliverables, implementing mitigation strategies when necessary.
  • Owned and prioritized product backlog.
  • Collaborated with cross-functional teams to develop high-quality products that met customer needs.
  • Reduced time-to-market by effectively coordinating resources, tasks, and timelines within the team.
  • Implemented Agile methodologies to increase team productivity and enhance overall project outcomes.
  • Optimized product performance by identifying areas for improvement and implementing necessary changes.
  • Facilitated communication between development teams and stakeholders, ensuring clear understanding of requirements and expectations.
  • Championed user-centric design principles throughout the development process to ensure exceptional user experiences.
  • Fostered a culture of continuous improvement through regular retrospective meetings with the team.
  • Prioritized bug fixes and enhancements based on user impact, maintaining high levels of customer satisfaction.
  • Enhanced product vision by collaborating closely with stakeholders to gather and prioritize requirements.

Systems Coordinator (Commercial Dept)

GEICO
03.2020 - 09.2022
  • Performed quality checks on all Commercial Service and Billing applications (user applications).
  • Triaged bugs submitted from customer service agents to confirm issue and recreate before sending over to developers for further review.
  • Created user training material on changes that were being introduced to the system applications.
  • Coordinated with Product Owners on status updates via Azure DevOps on triage steps.
  • Provided ongoing user support by addressing questions or concerns related to various applications or systems used within the company workflow daily basis.
  • Acted as a liaison between end-users and technical support teams, ensuring timely resolutions for reported issues.
  • Conducted regular system audits to identify areas for improvement, leading to enhanced performance and reliability.
  • Maintained accurate system documentation, facilitating efficient troubleshooting and future updates.

Licensed Sales Insurance Producer III (Commercial Dept)

GEICO
02.2013 - 09.2022
  • Answered inbound calls from businesses looking for insurance
  • Cross bundled multiple types of insurance to Business Owners.
  • Insurances sold included Commercial Auto, GL, BOP, E&O, Surety Bonds and Inland Marine.
  • Maintained up to date acknowledge on all state laws regarding auto/commercial auto insurance.
  • Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
  • Conducted thorough needs assessments for prospective clients, identifying gaps in their current coverage plans.
  • Adhered to all regulations for insurance sales.
  • Maintained up-to-date knowledge of industry trends and regulations, ensuring compliance in all transactions.
  • Provided detailed information about company insurance products.
  • Worked in high-volume, competitive sales environment.

Education

High School Diploma -

Potomac Senior High
Dumfries, VA
06-2011

Skills

  • Business Analysis
  • User Acceptance Testing
  • User Interface (UI)
  • Visio
  • Agile
  • Product Development
  • Business Requirements
  • Azure
  • XML
  • Splunk
  • Microsoft Excel
  • Microsoft PowerPoint
  • Insurance sales (7 years)
  • Requirements gathering
  • Release planning
  • Business analysis
  • Product backlog management
  • Roadmap development
  • Agile frameworks
  • Agile methodology
  • Problem identification
  • Stakeholder relationship management
  • User acceptance testing
  • Feature prioritization
  • Product planning
  • Lean Six Sigma
  • Knowledge of Lean Six Sigma processes

Languages

Spanish – Fluent
English - Fluent

Certification

  • AIGPE Certified Six Sigma White Belt
  • AIGPE Certified Six Sigma Yellow Belt

Timeline

COAF Collections Coordinator

Capital One, N.A
10.2024 - Current

Product Owner (Commercial Dept)

GEICO
09.2022 - 04.2024

Systems Coordinator (Commercial Dept)

GEICO
03.2020 - 09.2022

Licensed Sales Insurance Producer III (Commercial Dept)

GEICO
02.2013 - 09.2022

High School Diploma -

Potomac Senior High

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Yesenia Carrillo