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Skills

  • Technical troubleshooting
  • Protocol development
  • Customer complaint analysis and resolution
  • Automated reporting and dashboarding tools
  • Call escalation management
  • Root cause analysis
  • Agent retention and engagement strategies
  • Customer satisfaction (CSAT) improvement
  • Customer journey mapping
  • Operations monitoring

Work Experiences

  • Collaborated with the quality assurance team.
  • Identified the root cause of deviations and non-conforming results and implemented appropriate corrective and preventive actions throughout the product development process.
  • Analyzed materials, components, and products that were in the process of being made as well as those that were finished.
  • Achieved customer satisfaction goals.
  • Automated call recording evaluations.
  • Addressed potential regulatory issues before escalation.
  • Achieved a 19% lift in positive customer feedback survey scores.
  • Conducted a visual inspection of products to determine if they met quality standards.
  • Interpreted test results by comparing them to established specifications and control limits, and then made recommendations about whether or not the data should be released.
  • Provided project updates and consultation as a liaison between quality control and other departments and contractors.

Summaries

  • Call Monitoring Specialist adept at using data-driven techniques to identify opportunities for improvement, cutting unresolved escalations by 19% and boosting first call resolution rates by 80%.
  • Strong experience collecting and analyzing quality metrics as well as making recommendations for process and quality improvement.
  • With exceptional budget management and cross-functional collaboration skills, talented in testing protocol development and initiative testing.
  • Quality Control Analyst with experience in both qualitative and quantitative analysis techniques.
  • Ready to put 6 years of experience to work in order to meet category quality control goals.
  • Achieved notable operational improvements.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Accomplished Call Monitoring Specialist.
  • Accomplished Call Monitoring Specialist skilled in analyzing customer interactions, implementing feedback systems, and reducing escalations by 74% through targeted coaching and process optimization.
  • Achieved results through targeted coaching and process optimization.

Accomplishments

  • Established a reward system based on call monitoring excellence, increasing employee engagement scores by 71% over 2021.
  • Provided daily reporting on call performance trends, leading to a 67% reduction in average call handling time at Brightline.
  • Conducted root cause analysis of underperforming customer service lines, reducing repeat complaints by 33% and improving first-time resolution.
  • Analyzed complex call trends, allowing for quicker response times to prevalent customer issues and producing a 27% reduction in customer complaints.
  • Monitored 5 agent calls weekly, providing data-backed performance feedback resulting in process.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Leveraged call monitoring tools and analytics to achieve compliance with program, avoiding penalties and improving service output.
  • Initiated a bi-weekly peer-reviewed call audit process, leading to more balanced performance reviews and an Excellence Award in 2018.
  • Documented and resolved metric which led to category.
  • Led team discussions on customer feedback analysis, identifying key areas of improvement and generating strategies to reduce escalation by 54%.

Affiliations

  • Performance Coaching Network Certification 2018
  • Association of Information Technology Professionals
  • Member of the National Communication Association (NCA) 2024
  • Member of the Quality Assurance and Training Connection (QATC) 2015
  • Project Management Institute
  • International Society of Performance Improvement (ISPI) Member 2018
  • Freemason
  • Customer Service Institute of America (CSIA) Membership 2018
  • International Council of Nurses
  • Customer Experience Professionals Association (CXPA) Participant 2024

Certifications

  • Call Center Quality Assurance Specialist (CCQA) - 2016
  • Advanced Contact Center Optimization Certification - Tableau
  • First Aid/CPR Certified
  • Automated Report Generation in Excel Certification - Cedar Works
  • Data-Driven Call Performance Analyst Certification - Ironclad Systems
  • Workforce Management Professional Certification (CWFM) - Meridian
  • Certified Business Analysis Professional (CBAP)
  • ServSafe
  • CompTIA Security+
  • Certified Public Accountant (CPA)

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