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Jenny
Quality Assurance Lead Associate
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Competencies
Demonstrated experience with Attention to detail.
Demonstrated experience with Problem-solving.
Demonstrated experience with Creativity.
Demonstrated experience with Adaptability.
Demonstrated experience with Critical thinking.
Education
Summary
Professional profile
Experience
QUALITY ASSURANCE LEAD ASSOCIATE
Maintain and improve quality processes for Home and Contents Insurance account. Utilize quality tools to perform root cause analysis. Perform call monitoring and track performance. Participates in call calibration to identify customer needs and expectations. Provides actionable data to various internal support as needed
CLIENT RELATIONS SPECIALIST
Responsible for validating and processing freight bill invoices. Creating multiple excel spreadsheets that contain monthly reject analysis per client. Filing for payment corrections. Providing step-by-step procedures on how to properly code the invoice. Communicating with the clients regarding invoice processing and payment status. Collaborating with various teams to ensure invoices are paid in a timely manner. Facilitating a weekly meeting with the team members regarding internal process improvement
CUSTOMER SERVICE REPRESENTATIVE
Gained knowledge about order management. Familiarized with various communication tools such as emails, chats, voice conferencing, etc.. Experienced in verifying and reading an eye prescription obtained from an eye care practitioner. Responsible for updating customer’s data and maintains records of interaction
TECHNICAL SUPPORT / QUALITY ASSURANCE ANALYST
Responsible for communicating with customers to understand repair needs. Phone activation walkthrough to making a payment on the account. Identifying hardware or network issues to attain proper resolution. Auditing calls and setting the quality standards to improve customer satisfaction. Attends internal call calibration to ensure consistency in call quality and customer experience
CUSTOMER SERVICE REPRESENTATIVE
Responsible for processing food orders. Capture and relay detailed instructions from customer to ensure product and service satisfaction. Process online payment. Updating customer’s data and maintains records of interaction