Ramona DeVries

Experience

• 

  Booking.com

  Apr 2010 - Dec 2022

  Coached and developed a team of 15-18 employees to achieve and exceed the key performance metrics and targets. Analyzed trends and data to identify potential team opportunities and created strong strategies to increase performance. Provided weekly quality checks on customer-facing calls, chats and emails that included positive and constructive feedback. Participated and led Kaizen and Green Black Belt events focused on process improvements and waste elimination. Facilitated change and provided support to ensure change adoption. Focused on policy and guideline adherence and recommended changes where necessary and collaborated on multiple OpEx projects to revamp the company's policies and systems. Participated in hiring events and worked with the Recruitment team to ensure that the ideal candidate was chosen. Show less

  • Training And Quality Team Leader

    May 2022 - Dec 2022

  • CS Guest Teamleader

    Jun 2015 - May 2022

  • CS Advanced Specialist

    Apr 2010 - Jun 2015
• 

  Farmers Insurance

  Jan 2023 - now

  Policy Support

  Analyzed and interpreted insurance policies, endorsements, and underwriting documents to support underwriting and claims processes. Collaborated with cross-functional teams to ensure compliance with regulatory guidelines and identify process improvement opportunities.