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Skills

  • Operations monitoring
  • Equipment calibration
  • Protocol development
  • Coaching for performance improvement
  • Testing procedures
  • Corrective actions
  • Workforce management
  • Process improvement strategies
  • Project organization
  • Standard equipment

Work Experiences

  • Collaborated with leadership to integrate Voice of the Customer data, resulting in a 43%-point uplift in NPS score within three years.
  • Analyzed 10 inbound calls per day.
  • Analyzed 13 inbound calls per day to ensure compliance with company standards, increasing FCR (First Call Resolution) by 44%.
  • Analyzed service breakdowns.
  • Checked the quality of raw materials and finished products and discarded anything that didn't meet safety standards.
  • Achieved 51% efficiency improvements.
  • Identified the root cause of deviations and non-conforming results and implemented appropriate corrective and preventive actions throughout the product development process.
  • Collaborated cross-functionally with customer success and compliance.
  • Analyzed materials, components, and products that were in the process of being made as well as those that were finished.
  • Based on call surveys.

Summaries

  • Experienced Quality Control Analyst with a track record of using hands-on inspections, testing methods, and data analysis to improve products and procedures.
  • Achieved a 56% boost in data capture.
  • Disciplined professional who approaches data analysis in a systematic manner.
  • Adhered to OSHA-compliant standards.
  • Adaptable professional with strong critical thinking skills, supporting continuous quality improvements through detailed performance tracking and strategic process modifications.
  • Quality Control Analyst with experience testing Tableau and Miscellaneous products.
  • Bringing unrivaled technical troubleshooting and data interpretation expertise gained over 8 years of experience.
  • Quality Control Analyst with experience in both qualitative and quantitative analysis techniques.
  • Costs were consistently reduced while profits were increased.
  • Achieved President's Club for delivering exceptional quality audits of customer interactions, enhancing transparency and aligning service protocols with industry compliance certifications like Scrum Master.

Accomplishments

  • Utilized Workday to aggregate customer feedback, identifying a key service gap that led to a Asana revamp and a 17% NPS score increase.
  • Improved cross-department SLA compliance through development of a streamlined communication process, resulting in a 62% efficiency gain.
  • Led cross-departmental initiative to revamp customer feedback reporting, resulting in more actionable insights and a 84% improvement in customer NPS.
  • Successfully piloted a customer callback queueing model, cutting follow-up times by 83% and improving customer retention.
  • Utilized customer sentiment tracking tools to identify key pain points, resulting in a 79% reduction in repeat inquiries.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Documented and resolved system which led to process.
  • Led weekly team feedback sessions to align on KPIs and targets, achieving a 81% improvement in SLA compliance.
  • Assessed and restructured customer-facing processes, boosting operational productivity by 77% and improving cross-team communication.
  • Performed detailed customer sentiment analysis in QuickBooks which contributed to refining product offerings and increasing sales conversion by 27%.

Affiliations

  • Customer Contact Week (CCW) – Participant
  • CRM and Support Systems Optimization Forum (CRMSSO) Keynote Speaker
  • Contact Center Operations Management Association (CCOMA) Certified Professional
  • Service Quality Measurement Group (SQM) Member
  • Interaction Analytics and Quality Review Innovators (IAQRI) Contributor
  • Human Resources and Service Improvement Society (HRSIS) Leader
  • International Federation of Customer Service (IFCS) Network Member
  • Society for Service Management Professionals (SSMP) Regular Conference Attendee
  • Customer Service Institute of America (CSIA) Accredited
  • Service Recovery and Escalation Specialists Forum (SRESF) Professional Member

Certifications

  • Certified Business Process Management Professional (CBPMP)
  • Efficiency in SLA Management Certification
  • Six Sigma Green Belt Certification (CSSGB)
  • CompTIA A+ Technician
  • Advanced Call Monitoring and Evaluation Techniques
  • Certified ITIL Practitioner
  • Certified Public Accountant
  • Certified Public Accountant (CPA)
  • Service Quality Management Certification
  • Certified Contact Center Quality Analyst (CCCQA)

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