Quality Assurance Manager

[*** Kelsha St. Rogersville, MO *****] [417-***-****] [**********@*****.***]

Amanda Larsen

Objective To find a career that challenges my mind and puts my education

and experience to use.

Experience May 10-Current TeleTech Holdings Springfield, MO

Schedule Broker

Monitoring staffing using client supplied forecasts

Developing staffing plans for multiple clients in the site

Negotiating work schedules with agents for all clients

August 08-May 10 TeleTech Holdings Springfield, MO

Quality Assurance Specialist III

Creating and Analyzing reports at the agent, supervisor,

manager, and site levels

Monitoring live and recorded calls for quality assurance

Writing corrective action reports for non-compliance

October TeleTech Holdings Springfield, MO

07-August 08

Operations Specialist

Creating and Analyzing reports at the site level

Monitoring and updating call trends, schedules and reporting

metrics

Making schedule adjustments for real time staffing changes

May 07-September Casey's General Store Seymour, MO

07

Assistant Manager

Training and recruiting new employees

Running daily reports and inventory totals

Promoted to Assistant Manager within 90 days of employment

July 05-May 07 JPMorgan Chase Bank Springfield, MO

Account Supervisor

Taking inbound escalated calls for Chase credit cards

Promoted to escalated call unit within 6 months of employment

Received top marks on last employment review

October 03-July Adair County Jail Kirksville, MO

05

Detention Officer

Booking inmates in/out of the facility

Creating, updating and maintaining inmate records

Training new officers

Education October 05-May University of Phoenix Springfield, MO

08

Bachelor of Science in Business Administration

July 09-Current Evangel

University Springfield, MO

Master of Organizational Leadership

Certification March 2010

s Six Sigma White Belt

References are available on request.

References

Contact this candidate