Experience

Quechan Casino Resort

• Gambling Facilities and Casinos
• 1 - 100 Employee

• Benefits Manager

  • Oct 2019 - Present

  Winterhaven, California

• Compliance Auditor

  • Mar 2019 - Oct 2019

  Winterhaven, California



Northrop Grumman Corporation

• United States
• 1 - 100 Employee

• IBOSC Business Analyst

  • Nov 2016 - Oct 2019

  Yuma, Arizona

• Quality Assurance Analyst

  • Aug 2014 - Oct 2019

  Conducted audits by gathering, examining, and documenting appropriate and sufficient evidence that production quality standards have been meet to ensure compliance with Northrop Grumman policies and procedures. Helped develop, control, train and analyze processes and implement new processes in the CSC. Duties included: Completed audits on Document Control Unit, data entry, and recorded calls processes to safeguard company standards are being met. Maintained Quality Assurance/Control… Show more Conducted audits by gathering, examining, and documenting appropriate and sufficient evidence that production quality standards have been meet to ensure compliance with Northrop Grumman policies and procedures. Helped develop, control, train and analyze processes and implement new processes in the CSC. Duties included: Completed audits on Document Control Unit, data entry, and recorded calls processes to safeguard company standards are being met. Maintained Quality Assurance/Control statistics via Microsoft Office products for the purpose of reporting and communication. Operated IC Business Manager Program to Quality Assurance/Control recorded calls. Utilized Crystal Reports to report and communicate the Quality Assurance/Control results to upper management and staff. Processed daily reports on quality of combined cases and “Resolved on First Call”, requested by the Customer and due to SLA standards. Participated in weekly collaborative meetings with Northrop Grumman Corporation and Wyoming Department of Health to identify potential WES (Wyoming Eligibility System) defects or Quality Assurance/Control issues. Tracked WES (Wyoming Eligibility System) defects via JIRA for potential process changes for staff. Evolved Quality Assurance/Control processes to strengthen Northrop Grumman Corporation Quality Assurance/Control Metrics goal of 96% quality by increasing sample size and expanding focus points. Analyzed data to identify areas for improvement in the quality system. Developed, recommended and monitored corrective and preventive actions. Prepared reports to communicate outcomes of quality activities to management and staff. Identified training needs and organize training interventions to meet quality standards. Contributed and arranged focus training to existing staff on issues identified during QA audits. Encouraged ongoing compliance with quality and industry regulatory requirements. Designed and maintained “My Folders”. Virtual folders given to all s



Xerox

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

• Quality Assurance Specialist

  • Apr 2012 - Jul 2014

  Conducted audits on Provider Relations and Client Relations Departments. Duties included: Took minutes at team meetings and distributes notes to team. Team meeting notes are used as training and QA tools. Conducted audits on Provider enrollment applications to ensure state standards and guidelines were met. Conducted audits on Provider and Client updates to ensure all updates were processed accurately. Trained new phone agents with company standards on answering calls and… Show more Conducted audits on Provider Relations and Client Relations Departments. Duties included: Took minutes at team meetings and distributes notes to team. Team meeting notes are used as training and QA tools. Conducted audits on Provider enrollment applications to ensure state standards and guidelines were met. Conducted audits on Provider and Client updates to ensure all updates were processed accurately. Trained new phone agents with company standards on answering calls and documentation of call. Provided call center staff with the necessary tools to assist providers and clients on calls. Assisted in the process of implementing new Verint 360, QA call monitoring system. Backed up to the team Admin position. Admin duties include, mail processing, answering client and provider inquiries via written correspondence, fax, email, and phone. Process client updates, and other assigned duties. Show less