Experience

Devoted Health

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Quality Assurance Program Manager

  • May 2022 - Present

  Develop, scale, oversee and maintain five quality assurance programs for member facing-contact centers and shared services. • Conduct, track, analyze, and document quality audits for 300- 500 agents to ensure CMS quality standards are met. • Build, collaborate, and scale offshore B2B QaaS program(s) in Chennai and Manilla. • Leverage tools such as; Looker, Jira, Confluence, Workday, G-Suite, Canva, Qualtrics and Talkdesk to compile, analyze, and relay findings to stakeholders… Show more Develop, scale, oversee and maintain five quality assurance programs for member facing-contact centers and shared services. • Conduct, track, analyze, and document quality audits for 300- 500 agents to ensure CMS quality standards are met. • Build, collaborate, and scale offshore B2B QaaS program(s) in Chennai and Manilla. • Leverage tools such as; Looker, Jira, Confluence, Workday, G-Suite, Canva, Qualtrics and Talkdesk to compile, analyze, and relay findings to stakeholders and internal teams. • Created and lead quality call calibration program for all member facing external vendors; to drive mission and compliance alignment Show less



Maximus

• United States
• Government Administration
• 700 & Above Employee

• Quality Assurance Project Supervisor

  • Sep 2021 - May 2022

  Remote • • Partner with three QA Supervisors as needed to manage data analysis of project performance and trends for a scaled project of 5000 agents. • Create training materials to enhance project productivity by 32% and overall cohort accuracy by 18%. • Deep-dive into specific project areas and work stream types to perform root cause analysis on clientele issues and investigate opportunities for improvement. • Serve as an EDD and CAUI subject matter expert and main point of contact for… Show more • • Partner with three QA Supervisors as needed to manage data analysis of project performance and trends for a scaled project of 5000 agents. • Create training materials to enhance project productivity by 32% and overall cohort accuracy by 18%. • Deep-dive into specific project areas and work stream types to perform root cause analysis on clientele issues and investigate opportunities for improvement. • Serve as an EDD and CAUI subject matter expert and main point of contact for agents, supervisors, and upper management • Form recommendations for process improvements to strengthen feedback loops between our stakeholders and internal teams. • Analyze individualized analytics and assess trends for 600 - 1000 agents. • Scale and build an effective workflow process and quality programs for designated workstreams, to streamline QA processes and promote cohesiveness.

• Quality Assurance Project Leader

  • Nov 2020 - Sep 2021

  remote • Developed a Quality program that reflects the client's values including a formalized training and quality program. • Managed and maintained databases to prepare and present monthly, quarterly, and annual Quality Assurance and Improvement reports. • Produced reports utilizing Excel, Google Sheets, Smartsheets, Salesforce, VMware and various deliverables to the project director and clientele. • Recruited and oversaw development of 30-50 Quality Analysts’ productivity, adherence to… Show more • Developed a Quality program that reflects the client's values including a formalized training and quality program. • Managed and maintained databases to prepare and present monthly, quarterly, and annual Quality Assurance and Improvement reports. • Produced reports utilizing Excel, Google Sheets, Smartsheets, Salesforce, VMware and various deliverables to the project director and clientele. • Recruited and oversaw development of 30-50 Quality Analysts’ productivity, adherence to tasks, and individualized mentorship. • Collaborated with training and development on project needs, adjudicator performance and training needs based on error trend analysis. • Conducted, tracked, and documented quality audits for 400- 600 agents to ensure quality standards are being met. • Served as an Adjudication and COUI subject matter expert and main point of contact for agents, supervisors, and upper management • Spent 70% of each day utilizing Salesforce, to analyze and record large volumes of data to influence overall consumer experience. • Created and implemented needed material to boost project performance by 23% such as: QA project plan outline, error trend reports, scripts, FAQ’s, etc.

• Call Center Supervisor

  • Jun 2020 - Nov 2020

  Remote • Trained, supervised, and coached 300+ agents on an ongoing basis to enhance overall project output by 13%. • Coordinated with project director to review 200+ agents and ensure SLAs and requirements are met per the clients’ standard. • Compiled project reports along with individualized agent reports to articulate overall project progress to client. • Managed onboarding and offboarding processes to ensure smooth transitions. • Increased process improvement by over 15%… Show more • Trained, supervised, and coached 300+ agents on an ongoing basis to enhance overall project output by 13%. • Coordinated with project director to review 200+ agents and ensure SLAs and requirements are met per the clients’ standard. • Compiled project reports along with individualized agent reports to articulate overall project progress to client. • Managed onboarding and offboarding processes to ensure smooth transitions. • Increased process improvement by over 15% • Monitored and reviewed teams’ progress and delivered progress reports to project management and clientele. • Interfaced with project management to coordinate direction from the client to ensure proper implementation and follow up. • Developed and implemented innovative methodologies to improve customer service and overall operations by 20%. • Collaborated with the project manager to develop individualized performance goals project staff utilizing Sharepoint, AWS, and Genesys.



FLVS Solutions for Schools & Districts

• United States
• E-Learning Providers
• 1 - 100 Employee

• Training Coordinator - Learning Coach

  • Aug 2016 - Jun 2020

  Remote • Managed both individualized and group sessions with students ages 4-12 to promote educational development. • Manage and develop a team of Trainers with a variety of experience, providing guidance, coaching, and consistent feedback; observe trainings that are led by Trainers to ensure accuracy • Implemented strategic and efficient lessons designed specifically for the student. • Researched approaches that are suitable to the students’ skill level and needs based off trends and… Show more • Managed both individualized and group sessions with students ages 4-12 to promote educational development. • Manage and develop a team of Trainers with a variety of experience, providing guidance, coaching, and consistent feedback; observe trainings that are led by Trainers to ensure accuracy • Implemented strategic and efficient lessons designed specifically for the student. • Researched approaches that are suitable to the students’ skill level and needs based off trends and report provided by educator. • Assisted the students with intrapersonal skills such as confidence development. • Created and maintained careful records of tutoring hours, preparation hours, student progress and reported these on a weekly basis to the supervising teacher. Show less



European Wax Center

• United States
• Wellness and Fitness Services
• 700 & Above Employee

• Customer Relations/Retention Expert - Contact Center

  • Feb 2015 - Dec 2016

  Hallandale Beach, Florida, United States • Directed the day-to-day operation while assisting customers in resolving consumer complaints nationwide. • Spearheaded the team’s data analysis on KPIs saving each teammate 6 hours per week on data entry. • Collaborated with leadership support to increase overall productivity by 24%. • Utilized client-specific tools to research inquiries, document customer interactions, and issue resolutions. • Managed 20 corporate locations remotely using Millennium and Salesforce… Show more • Directed the day-to-day operation while assisting customers in resolving consumer complaints nationwide. • Spearheaded the team’s data analysis on KPIs saving each teammate 6 hours per week on data entry. • Collaborated with leadership support to increase overall productivity by 24%. • Utilized client-specific tools to research inquiries, document customer interactions, and issue resolutions. • Managed 20 corporate locations remotely using Millennium and Salesforce. • Established ambitious quotas and helped 30+ customer success associates implement personalized plan to achieve targets Show less