Priscilla Quirindongo

Operations Associate

Jacksonville, FL, USA6 yrs 9 mos experience

AI Enabled

Key Highlights

Expert in designing training programs and SOPs.
Proven track record in process optimization.
Strong background in customer experience management.

Stackforce AI infers this person is a Customer Experience and Operations Specialist with expertise in Healthcare and Insurance sectors.

Contact

Skills

Core Skills

Change ManagementCrm Program ManagementCustomer Success ManagementOnboarding & TrainingTraining And Development (hr)

Other Skills

Change Management & Continuous ImprovementJira Service DeskContent StrategyZoomKnowledge Base ManagementCanvaStandard Operating Procedures (SOPs)Chatbot ResponsesBranding & IdentityGoogle FormsCoaching & MentoringCross-functional CollaborationsContent CreationCreative DirectionContinuous Process Improvement

About

I build systems that make businesses run better — and brands that make them stand out. For the past 8+ years, I’ve worked across insurance, healthcare, and tech designing training programs, SOPs, and workflows that bring structure to fast-moving teams. I’m known for taking complex processes and turning them into something clear, repeatable, and scalable. More recently, I’ve expanded that work into the digital side of business. I design websites that convert, create brand identities that feel cohesive, and manage social media content that helps businesses stay visible and consistent. Not just how a business runs, but how it shows up. That combination is where I do my best work. I don’t just build what’s behind the scenes. I connect it to what the customer actually experiences. • Internal systems that reduce confusion and improve efficiency • Training and SOPs that make teams more confident and consistent • Websites and branding that build trust and drive action • Content that simplifies, engages, and communicates clearly Whether I’m supporting a team internally or helping a business grow its presence, my focus is always the same: clarity, consistency, and impact. If you’re building something and need both structure and execution, I’m open to connecting.

Experience

Covertree

Agent Success Specialist

Jan 2024 – Oct 2025 · 1 yr 9 mos · Detroit, Michigan, United States · Remote

I supported national agents and internal teams by turning complex insurance processes into clear, repeatable systems.
Key contributions
Designed training frameworks, SOPs, and reference guides that agents used daily to quote, bind, and support policies
Created onboarding paths and learning resources that helped new agents ramp up faster and with fewer errors
Translated operational and underwriting requirements into simple, visual documentation that was easy to follow
Acted as a connector between CX, underwriting, product, and IT to surface issues and improve workflows in the agent portal
Built email templates and communication standards that made responses to agents more consistent and efficient
Supported escalated agent and policy questions with a calm, solution focused approach grounded in process knowledge
Contributed ideas to product and portal improvements using real time feedback from agents and front line interactions
Maintained and updated internal resources so teams had a single source of truth instead of scattered information

Change Management & Continuous ImprovementJira Service DeskContent StrategyCRM Program ManagementZoomKnowledge Base Management+61

Opyn market

Senior Patient Experience Associate - Trainer

Sep 2022 – Dec 2023 · 1 yr 3 mos · United States · Remote

I supported nationwide providers, carriers, and patients by turning complex workers’ compensation processes into clear, guided experiences.
What I did
Translated account, billing, and access issues into simple next steps through chat, email, and phone
Created internal documentation, quick-reference guides, and training assets that reduced average resolution time by 20 percent
Identified system issues and recurring patterns, collaborating with Underwriting and Product to strengthen workflows and reduce errors
Improved clarity and customer confidence by ensuring every user left with a clean, actionable path forward
Elevated team performance by bringing structure, consistency, and customer empathy into every interaction

Change Management & Continuous ImprovementContent StrategyCRM Program ManagementZoomKnowledge Base ManagementCanva+50

Intercontinental capital group

Mortgage Loan Processor

Nov 2020 – Nov 2021 · 1 yr · United States · Remote

I managed high-volume mortgage pipelines and created smooth, organized pathways for borrowers from application to closing.
What I did
Oversaw the full loan process for 80 plus borrowers monthly, ensuring accuracy, compliance, and timely documentation
Partnered with underwriters, processors, and loan officers to reduce delays and speed up funding through cleaner workflows
Guided borrowers through complex requirements with clarity, reducing confusion and increasing NPS feedback
Strengthened operational flow by identifying process gaps and improving communication across teams
Recognized for exceptional accuracy, follow-through, and performance in fast paced, deadline-driven environments

CRM Program ManagementQuality AssuranceProcess ImprovementData ManagementConflict ResolutionCustomer Relationship Management (CRM)+2

Mti america | a workers' compensation ancillary solutions provider

Diagnostic coordinator

Dec 2019 – Oct 2020 · 10 mos · Remote

I coordinated nationwide diagnostic and imaging services for workers’ compensation claims, ensuring smooth scheduling and timely case progression.
What I did
Managed diagnostic and imaging appointments across multiple states while maintaining compliance with payer and state guidelines
Collaborated with adjusters, providers, and medical networks to secure timely results and maintain a 95 percent case completion rate
Used internal CRM tools to track, update, and close referrals, ensuring clean, accurate case documentation
Identified bottlenecks in scheduling workflows and improved communication paths to support faster turnaround
Ensured injured workers received clear guidance and next steps, reducing confusion during a stressful process

Change Management & Continuous ImprovementQuality AssuranceZoomStandard Operating Procedures (SOPs)Cross-functional CollaborationsProcess Improvement+12

Suntecktts

Safety Specialist

Aug 2016 – Jul 2018 · 1 yr 11 mos · Jacksonville, Florida

I managed the full onboarding and compliance process for drivers entering the company’s national freight network, ensuring every step was clear, complete, and compliant.
What I did
Owned the end-to-end onboarding workflow for new drivers, ensuring smooth activation into the company’s agent network
Tracked and organized all required paperwork, background checks, and safety documentation to maintain clean, accurate files
Scheduled drug tests, MVR reviews, and background screenings aligned with DOT and company standards
Provided direct guidance to drivers, simplifying complex onboarding steps and answering process questions to reduce delays
Issued conditional and final approvals once all compliance requirements were met
Collaborated with agents and operations managers to maintain a consistent, efficient onboarding experience across markets

Process ImprovementOperations EnablementTechnical TranslationOnboarding & TrainingOnboarding StrategyStrategic Planning+9

One call care management

Scheduling Team Lead of Training & Development

Sep 2013 – Mar 2016 · 2 yrs 6 mos · On-site

I created the training, documentation, and workflow clarity that supported accurate scheduling and strong customer experience across a large healthcare coordination team.
What I did
Trained and onboarded new scheduling specialists, strengthening accuracy in appointment coordination and system use
Built and maintained training materials, reference guides, and SOPs that supported consistent learning and reduced repeat errors
Partnered with leadership to identify workflow issues and update processes for smoother scheduling and clearer communication
Monitored trainee performance and provided one-on-one coaching to build confidence and improve decision-making
Served as the go-to contact for escalations, system navigation questions, and process clarification
Improved internal consistency by simplifying complex instructions into clean, easy-to-follow documentation

Change Management & Continuous ImprovementKnowledge Base ManagementStandard Operating Procedures (SOPs)Training and Development (HR)Coaching & MentoringCross-functional Collaborations+30