Senior Quality Analyst

• Sep 2020 - Present

● Performed internal chat audits for trend analysis, conducted root cause analysis, and identified training and individual coaching opportunities. ● Presented Key Quality Performance Metrics to Leadership and Stakeholders. ● Integral part of start-up workflow, creating all data analysis spreadsheets, templates, and scorecards. ● Cross collaboration with multiple teams: provided best practices as well as creation of forms/spreadsheets for their use. ● Performed internal chat audits for trend analysis, conducted root cause analysis, and identified training and individual coaching opportunities. ● Presented Key Quality Performance Metrics to Leadership and Stakeholders. ● Integral part of start-up workflow, creating all data analysis spreadsheets, templates, and scorecards. ● Cross collaboration with multiple teams: provided best practices as well as creation of forms/spreadsheets for their use.

Quality Assurance Associate

• Nov 2018 - Aug 2020

I’m a key player in driving value and developing top-notch relationships within broad customer base. Successfully identifying business impact, I take initiative to lead projects from conception to closure. My duties encompass hardware/software troubleshooting, escalating priority issues per client specifications, resolving customer technical product-support questions, etc. My track record of success includes:▪ Responsible for the observation and evaluation of about 35-50 Tier 2 Tech Advisors through established quality standards and client specific expectations.▪ Served as both a subject matter expert for assigned client groups and an auditor that reports, identifies, and communicates call handling and CSAT performance at the individual/group levels.▪ Selected by Manager to establish QA within new line of business at site.▪ Created training materials that were used across multiple lines of business and regions. Show less

Tier 2 Technical Support/Mentor/Tier 1 Technical Support

• Aug 2017 - Nov 2018

Customer Service Representative

• Aug 2010 - Aug 2012

Client Service Representative

• Dec 2009 - Apr 2010

Associate Trainer/Team Lead Intern/Subject Matter Expert/Customer Service Rep

• Oct 2006 - Aug 2009