Quality Assurance Customer Service

Ianthe M. Gardner-Youman

Fort Worth, Texas *****

****@*********.***

Home: 817-***-**** Cell: 817-***-****

Summary

A Quality Improvement Analyst with over 5 years experience in quality improvement. Over 14

years experience in a call center environment. Excellent communication and organization skills,

consistently solving problems and submitting results to upper management.

Professional Skills

• Microsoft Office 2007

• Quality Monitoring System

• Witness

• Customer Service Skills

Employment Skills

• Ability to work in a fast-paced atmosphere

• Maintained excellent customer relations and developed customer rapport

• Able to identify and appropriately train employees on quality deficiencies

• Create quality reports based on data obtained from quality audits and monitors

Medco Health Solutions, Irving, TX 1996 - 2011

Quality Improvement Analyst, Complaints & Grievance Department

• Monitor Case workers inbound/outbound calls for quality assurance

• Audit grievance cases for quality assurance

• Track audits and monitors for deficiencies

• Compile weekly, monthly, and quarterly reports of audit/monitor scores

• Train case workers in areas with deficiencies

• Train new hires on Facets System

Education

Tarrant County College, Arlington, TX

Currently pursuing an Associate Degree in Applied Science

Military

SFC/E-7, United States Army Reserve, Retired

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