Experience

MARQ Labs

• United States
• Personal Care Product Manufacturing
• 1 - 100 Employee

• Customer Service Administrator

  • May 2021 - Present



HGS - Hinduja Global Solutions

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Quality Assurance Analyst

  • Feb 2015 - May 2021

  1. Point of Contact during the absence of the Quality Manager. 2. POC for Audit Reconsideration Request. Recording Issues and Support Schedules 3. Facilitating Calibration sessions whether Internal or External 4. Providing timely feedback to supervisor of agents and a summary of evaluations and opportunities for improvement on daily, weekly and monthly basis 5. Prepares and oversee the team reports that is being sent to the client. 1. Point of Contact during the absence of the Quality Manager. 2. POC for Audit Reconsideration Request. Recording Issues and Support Schedules 3. Facilitating Calibration sessions whether Internal or External 4. Providing timely feedback to supervisor of agents and a summary of evaluations and opportunities for improvement on daily, weekly and monthly basis 5. Prepares and oversee the team reports that is being sent to the client.



UnitedHealth Group

• Hospitals and Health Care
• 700 & Above Employee

• Senior Quality Assurance Auditor

  • Jul 2012 - May 2014

  1. Auditing interactions taken place between agents & members/providers 2. Auditing end to end interactions including follow ups made by agents 3. Focusing on both soft skills and P&P. 4. Timely/accurate completion of standard quality reports and analysis. 5. Complete ad hoc reports as requested. 6. Consulting support to site/account management. 7. Perform data mining. 8. Identify and track errors identified during the transactional quality review process. 9. Routinely analyze results of quality reviews to report error trends. 10. Demonstrate high quality and root cause identification and analysis.



TTEC

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Global Quality Specialist

  • Apr 2007 - Jun 2012

  1. Auditing interactions taken place between agents & members/providers2. Auditing end to end interactions including follow ups made by agents3. Focusing on both soft skills and P&P.4. Timely/accurate completion of standard quality reports and analysis. 5. Complete ad hoc reports as requested. 6. Consulting support to site/account management. 7. Perform data mining. 8. Identify and track errors identified during the transactional quality review process. 9. Routinely analyze results of quality reviews to report error trends. 10. Demonstrate high quality and root cause identification and analysis.

• Customer Service Representative

  • Jun 2006 - Mar 2007

  1 Works at the forefront of the organization by using interpersonal and communication skills in English using the proper American grammar, diction, intonation and articulation.2 Provide necessary information about the products and services documents all pertinent customer data using client-prescribed forms and meets the productivity requirements of clients on qualified calls.3 Providing benefits and eligibility as well as claim status of a certain patients to providers.