1. JOAN MARKLEY
S U M M A RY O F Q U A L IF ICA TIO NS
 Versatile and skilled professional with proven leadership skills
 Customer focused problem solver
 Familiarity with Change Management practices
 Advocate for continuous improvement and a life long learner
 Able to build strong partnerships with both co-workers and customers
E XP E R I E NCE
Nationwide Insurance Lincoln, NE July 1991 - Present
Quality Assurance Senior Analyst
 Participated in capacity planning and managed workflow
 Conducted quality analyses which led to recommendations and improved business
unit results by more than 1 full percentage point in 15 months
 Used coaching and leadership skills to encourage and improve team level
production from 60.3% at mid-year to 68.92% at year end
 Delivered feedback to quality team members which enabled the team to maintain
a .12% inquiry level and 98.89% accuracy
 Facilitated team meetings, huddles and calibrations
 Completed 11 Continuous Improvement (CI) projects which saved the company a
total of $29,396 since becoming certified as an On Your Side CI Champion
 Co-led Quality Transformation project for 12 Quality Assurance Analysts and
approximately 300 associates
Personal Lines Lead Screener
 Monitored work volume and made adjustments to workflow plans as needed
 Responded to routine and complex questions regarding screening procedures
 Developed and maintained guidelines for technical processing team
 Trained associates across functions in order to improve service levels
Personal Lines Underwriting Screener
 Accepted or rejected personal lines auto and property new business and
amendments based on established insurability guidelines
 Communicated with agents regarding additional required underwriting
information and decisions
2945 N 54th
St
Lincoln, NE 68504
(402) 730-8658
joanmarkley@ymail.com

2.  Reviewed property inspections for unacceptable hazards
Quality Assurance Analyst
 Evaluated associate quality and helped create a new quality evaluation form
 Trained associates on system functions, call procedures, new products and rating
structures
 Conducted user acceptance testing
Claims Examiner
 Communicated coverage analysis to customers and claimants
 Interpreted and analyzed coverage forms and contractual policy language
Personal Lines Service Representative
 Used troubleshooting techniques to solve agent inquiries on web based
proprietary system
 Researched and resolved complex processing issues for underwriting staff
Processor/Lead Clerk
 One of three associates trained on multiple lines for new business processing
 Acted as a mentor for team members and new associates
 Maintained attendance records and granted vacation requests
E D U C AT IO N
York College
Associate of Arts
Major: Undeclared
University of Nebraska – Lincoln
Bachelor of Arts
Major: History
VO L U N T EE R IN VO L VEM E NT
 Parent Teacher Association, various positions held
 Nebraska Youth Camp, Activities Director
 Heartland’s Church, Pre-school Age Teacher and Elementary Education
Committee member
 United Way Day of Caring volunteer
 Christian Heritage Family Connections volunteer