Tara Thalhammer
Quality Analyst at J.Lodge- Claim this Profile
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Topline Score
Bio
Credentials
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Lean Six Sigma Yellow Belt
The Council for Six Sigma Certification (CSSC)Mar, 2023- Sep, 2024
Experience
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J.Lodge
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United States
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Information Services
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100 - 200 Employee
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Quality Analyst
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Nov 2019 - Present
•Perform quality assurance audits on phone calls and chats. •Navigating through several call retrieval tools. •Reviews recorded calls and evaluate the calls for compliance to the customer and company’s policies and procedures. •Provides a conscious written analysis of the interaction along with feedback and coaching recommendations to improve performance. •Coordinate with Manager to determine audit scope, audit requirements and timelines. • Plan and perform audits such as operational, and compliance audits. • Review audit findings in conjunction with management and QA Team • Participate in audit meetings and coordinate internal and external audit activities. • Maintain policies and procedures according to regulatory requirements. • Develop process improvements to improve quality and effectiveness of deliverables. • Identify areas of improvements and concerns to management. • Investigate customer complaints and non-conformance issues • Collect and compile statistical quality data • Maintain audit documentations according to established standards. Show less
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Kelly Services
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Mexico
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200 - 300 Employee
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Technical Support Advisor
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Dec 2017 - Feb 2019
Interact with customers in response to inquiries, concerns, and requests about products and services. Gather customers/ product information and determine the issue by analyzing the symptoms Diagnose and resolve technical issues involving internet connectivity, email, application downloads and more Multitask between customer calls and logging case notes, empathize with customers, making them the primary focus of my actions, then tailoring communication to each caller Interact with customers in response to inquiries, concerns, and requests about products and services. Gather customers/ product information and determine the issue by analyzing the symptoms Diagnose and resolve technical issues involving internet connectivity, email, application downloads and more Multitask between customer calls and logging case notes, empathize with customers, making them the primary focus of my actions, then tailoring communication to each caller
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Kenosha Unified School District
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United States
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Education Administration Programs
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300 - 400 Employee
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Administrative Assistant
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Nov 2015 - Jun 2017
Responded to customers inquiries via phone, email and chat Demonstrated empathy, patience, and responsible judgement with every customer to ensure the best and most appropriate outcome based on each situation. Find solutions to customers issues and achieve daily goals of solved tickets Handled high volume of calls, emails, and chat in an efficient and effective manner Responded to customers inquiries via phone, email and chat Demonstrated empathy, patience, and responsible judgement with every customer to ensure the best and most appropriate outcome based on each situation. Find solutions to customers issues and achieve daily goals of solved tickets Handled high volume of calls, emails, and chat in an efficient and effective manner
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Goodwill Industries
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Non-profit Organizations
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700 & Above Employee
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Member Services Specialist
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Jul 2011 - Jul 2015
Received inbound calls from current and potential members with inquiries regarding eligibility, benefits and authorization services Estimated members out of pocket expenses for select procedures or services and explain member copayments ● Documented call information per approved operating procedures Identify areas of service improvement, coaching, and improvement of customer experience Handled high volume of calls, emails, and chat in an efficient and effective manner Received inbound calls from current and potential members with inquiries regarding eligibility, benefits and authorization services Estimated members out of pocket expenses for select procedures or services and explain member copayments ● Documented call information per approved operating procedures Identify areas of service improvement, coaching, and improvement of customer experience Handled high volume of calls, emails, and chat in an efficient and effective manner
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Administrative Assistant
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May 2010 - Feb 2012
Recorded medical histories using in house (methosoft) software. Prepared patients for examinations/testing. Sterilized instruments. Scheduled and admitted patients. Responded and compiled requests for data information. Trained incoming staff/students. Recorded medical histories using in house (methosoft) software. Prepared patients for examinations/testing. Sterilized instruments. Scheduled and admitted patients. Responded and compiled requests for data information. Trained incoming staff/students.
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Receptionist
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Apr 2005 - May 2010
Answered telephone, screened and directed calls. Intake and relayed messages. Provided information to callers. Greeted persons entering organization. Ensured knowledge of staff movements in and out of organization. Prepared letters and documents. Received and sort mail. Scheduled appointments Answered telephone, screened and directed calls. Intake and relayed messages. Provided information to callers. Greeted persons entering organization. Ensured knowledge of staff movements in and out of organization. Prepared letters and documents. Received and sort mail. Scheduled appointments
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Education
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2008 - 2010
University of Phoenix
Associates, Human Services
Community
