Quality Assurance Manager
Resume:
Jamelia Bowens
**** **** ****** *.*. Washington, DC 20020 • Cell: 202-***-****
********@*******.***
Professional, effective, and dedicated Call Center Operations Manager/Supervisor with progressive customer
Professional
service, technical, and government contracting experience. Proficient with the use of various software
Summa
applications including but not limited to: Microsoft Office Suite, IBM Lotus Notes, Right Now Iris, PKI,
ry
Outlook., Trapeze Pass, Envision Quality Monitoring, Nice Quality Monitoring, People Soft, Netscape Time
Center, MaxStar, Comprehensive Work Opportunity Support System (CWOSS), Microsoft Symposium Web
Client, Disability Control File (DCF), Master Patient Index (MPI), Cisco Admin Portal, and Oracle OBI Tool.
Strong verbal and written communications skills with the ability to work with diverse groups of people at all
levels to accomplish organizational goals. Public Trust
Work History
Help Desk Analyst
Feb 2011 Apr 2012
CTI Resource Management Services, Inc., (Department of Veteran Affairs);
Silver Spring, Maryland
Experience working in a fast paced help desk/customer support center triaging
•
supporting customer requests to determine next step, providing customer
support via PKI, Outlook & Iris Right Now email response and phone for
customers.
Trouble shoot and detect application errors using MPI, Cisco Admin Portal, &
•
OBI Oracle
Provided follow up to ensure issue is resolved and customer is satisfied.
•
Performed daily Operations test and provide weekly operations reports using
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Microsoft Office Suite
Analytical support and providing process/service improvement
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recommendations
Develop Frequently Asked Questions & scripts for approval and
•
implementation
Assisted and provided input in application upgrades
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Maintained maintenance of user account including account creation, trouble
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shooting issues and password resets using Cisco Admin Portal & OBI Oracle
Provided Tier 2 level support to over 1 million VA Veterans Myheathevet
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account holders
Call Center Supervisor
Feb 2008 Dec 2010
Maximus Federal Services (SSA Contract); McLean, Virginia
Supervised 42 ticket service coordinators in the call center that provided
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Operations Support Management for the Social Security Administration
(Ticket to Work Self Sufficiency Program) contract.
Reviewed, prepared, and assisted with preparation of Preventive Action
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Report, Corrective Action Report, Standard Operating Procedures, monthly
report, correspondence, and memoranda’s using Microsoft Office Suite.
Supervised day to day updating of the project Maxstar database & SSA
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CWOSS by the Ticket Service Coordinators (TSCs).
Forecasted and analyzed reports using PeopleSoft Enterprise Absence to
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make operational scheduling changes.
Developed and implemented performance evaluations and standards for Call
•
Center functions.
Wrote and conduct performance evaluations
•
Helped obtain ISO 9000 certification
•
Organized and reported the distribution of data batches to be processed via
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IBM Lotus Notes email, fax, data entry, or mail
Completed and submitted, Nice Quality Monitoring review of calls, electronic
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mail inquiries responses, mail batches, and data entry activities in MaxStar
Managed the review of Individual Work Plans (IWPs) submitted by
•
Employment Networks (ENs) and SSA 1365s (IPE’s) submitted by State
Vocational Rehabilitation (VR) agencies.
Assisted with monthly report preparation.
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Conducted weekly performance coach and counsel to TSCs who are not
•
meeting performance standards.
Submitted Time Sheets using People Soft Netscape Time Center and
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Employee Separation Notices to Human Resources
Planned, organized and coordinated job fairs
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Interviewed qualified applicants to fill open positions from employment
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websites
Handled escalated calls with customers
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Assisted staff members with difficult telephone calls that require investigation
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Followed up with SSA to get case discrepancies resolved.
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Followed up on customer inquiries not immediately resolved
•
Call Center Manager Jun 2007–Feb 2008
MV Transportation (WMATA Contract); Silver Spring, Maryland
Managed 45 reservations, 2 supervisors, 1 quality assurance supervisor, &
•
dispatch agents in the call center for the Washington Metropolitan Area Transit
Authority (WMATA) contract.
Reviewed, prepared, and assisted with preparation of reports, correspondence,
•
and memoranda’s utilizing Microsoft Office Suite
Utilized PeopleSoft Enterprise Time and Labor forecast to ensure an efficient
•
work schedules to ensure 2000 calls are handled within goal parameters with
less than 5% call abandon rate.
Analyzed reports from Cisco Call Manager Express to make operational
•
scheduling changes
Managed annual budget for reservation department to ensure budgeted
•
guidelines are maintained.
Completed and submitted Envision Quality Monitoring and daily attendance
•
reports.
Ensured that on 10% of calls are evaluated daily for quality
•
Wrote and conducted performance evaluations & SOP’s.
•
Coached and counseled agents who are not meeting standards on performance
•
evaluations for Call Center functions
Completed and submitted Pay Roll Change Notices (PCNs) and Employee
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Separation Notices (ESEPs) to Human Resources
Interviewed qualified applicants to fill open positions.
•
Followed up on customer inquiries not immediately resolved.
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Handled escalated calls with customers to discuss concerns and complaints
•
Lead Call Center Supervisor
MV Transportation (WMATA Contract); Silver Spring, Maryland Dec 2005 Jun 2007
Supervised 45 reservations, 1 supervisor, 1 quality assurance supervisor, &
•
dispatch agents in the call center for the Washington Metropolitan Area Transit
Authority (WMATA) contract.
Reviewed, prepared, and assisted with preparation of reports, correspondence,
•
and memoranda’s utilizing Microsoft Office Suite
Utilized PeopleSoft Enterprise Time and Labor forecast to ensure an efficient
•
work schedules to ensure 2000 calls are handled within goal parameters with
less than 5% call abandon rate.
Analyzed reports from Cisco Call Manager Express to make operational
•
scheduling changes
Managed annual budget for reservation department to ensure budgeted
•
guidelines are maintained.
Completed and submitted Envision Quality Monitoring and daily attendance
•
reports.
Ensured that on 10% of calls are evaluated daily for quality
•
Wrote and conducted performance evaluations.
•
Coached and counseled agents who are not meeting standards on performance
•
evaluations for Call Center functions
Completed and submit Pay Roll Change Notices (PCNs) and Employee
•
Separation Notices (ESEPs) to Human Resources
Interviewed qualified applicants to fill open positions.
•
Followed up on customer inquiries not immediately resolved.
•
Handled escalated calls with customers to discuss concerns and complaints
•
Dec 2005 May 2006
Call Center Quality Assurance Analyst
MV Transportation (WMATA Contract); Silver Spring, Maryland
Evaluated 45 reservations agents in the call center for the Washington
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Metropolitan Area Transit Authority (WMATA) contract and provided trend
data to site management team
Ensured that on 10% of calls were evaluated daily for quality
•
Analyzed agent productivity to ensure they meet contractual standards
•
Coached and counseled agents who were not meeting standards
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Followed up on agents inquiries about their productivity daily
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Completed and submitted envision quality monitoring reports to management
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Participated in design of call monitoring formatting and quality standards
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Participated in customer and client listening programs to identify customer
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needs and expectations.
Provided actionable data to various internal support groups as needed
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Coordinated and facilitated call calibration sessions for call center staff.
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Event Coordinator
June 2004 Sept 2005
Balducci’s; Washington, DC
Utilized Microsoft Office Suite to review, prepare, and assist with preparation
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of reports, correspondence, and memoranda’s
Completed inventory, waste, and transfer invoices
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Updated the department budget report daily
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Purchased products out of stock from various vendors
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Answered correspondence using Outlook. email, fax, mail, and phone
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Organized copy and file invoices
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Assisted clients with menu planning that keep them within budget.
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Ensured that the chef has a detailed menu, picked up day and time.
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Worked with decorating and kitchen staff to ensure that all deadlines are met
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for day of event
Coordinated logistical arrangements for dropped off and set up deadlines
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Meet with Catering Coordinator Manager to ensure a detailed plan is place
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Education
Woodland JCS, Laurel, MD
Certified Food Handing License, Anne Arundel Community College, Laurel, MD Apr 2002 Jul 2003
Member of the Association of Customer Contact Professionals
University of Phoenix Bachelor of Science in Business with a concentration in Public Sector
Present
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