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Gaithersburg, Maryland, United States
January 28, 2018

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*** ******** ***** **** *** F Gaithersburg MD ****9




To obtain a position as an auditor or quality professional in an environment that

challenges my skills and knowledge of auditing and quality management.


Alltran Gaithersburg,MD March/2017 – Present


Primary liaison for multiple client contacts for major accounts.

Audit data/lists transfers and relevant data matching with client to ensure imports are accurate.

Manage and coordinate reporting requirements and loading of new inventory.

Distribute assignments based off client needs and demands.

Report to client, internal staff, and management regarding health insurance issues.

Reconciliation of inventory and special reports.

Adhere to all relevant regulations related to our involvement with HIPAA and Data Privacy and Alltran and our clients’ compliance programs.

Answer questions regarding hospital billing policies and procedures according to client services.

Covance Gaithersburg, MD September/2016 – March/2017

Quality Auditor

Monitored and documented agent call quality in support of the departmental goals for pharmaceutical companies according to HIPAA.

Evaluated both verbal and written customer contracts for agents from companies providing medication for qualifying patients.

Created the design of all quality monitoring formats and quality standards.

Reviewed calls and emails of Product Support Agents to determine accuracy.

Documented the call quality results and provided feedback and trend data to the Call Center Supervisors and Quality Manager as required.

NASA Langley Research Center Hampton, VA May/2010 – December/2016

Quality Assurance/ISO Lead Auditor

Conducted, processed and documented audits in compliance with ISO 9001 standards.

Assisted with audits in testing and calibration lab in compliance with ISO 17025.

Prepared documents for audit and directorate review.

Conducted time sheet and internal security audits in preparation for DCAA external audits.

Gathered data from management to develop procedures and work instructions according to standards to address departmental needs.

Scheduled audits.

Produced Internal Audit Reports and findings.

Completed corrective and preventive action reports along with root cause analysis.

Attended meetings with clients, internal and external to proactively determine quality assurance needs.

Completed quality control audits and reviews in Maximo.

Reviewed documents annually to ensure compliance.

May/2010 – September/2012

QA Document Control

Prepared documents for supervisor and committee review.

Edited and reviewed all documents for final approval.

Managed and prepared all documents, policies, procedures and work instructions for all departments.

Prepared and maintained organizational charts and inventory lists.

Tracked and reported all documents from creation until archival.

Provided support and assistance with scheduling document updates.

Trained new employees on documents.

Conducted time sheet and internal security audits.

Managed electronic quality management system.

City of Hampton-Department of Human Services Hampton, VA

February/2007 – May/2010

Staff Support Tech II

Assisted Performance and Support Team with all clerical and administrative duties, filing, monitoring, and assigning clients to Case Managers.

Attended all managers meetings and conferences.

Ensured classes and seminars had all necessary packages and supplies.

Sprint Hampton, VA August/2006 – January/2007

Customer Life Cycle Representative

Handled proactive retention calls, made adjustments and credits to customer’s account, resolved phone issues and extended contracts.

Paradigm Acceptance Company Hampton, VA November/2004 – January/2006

Customer Service Supervisor

Approved and processed applications, sent financial reports to lender, place orders for computers, processed all incoming mail and invoices; handled escalated customer calls and disputes, responsible for the attendance and performance of 5 customer service agents and 1 collector.

November/2004 – February/2005


Managed collection activity on delinquent accounts due to breach of contract or returned payments, sent legal letters and issued repossession orders, worked with manager of company to provide delinquency improvement reports.

NCO Financial Systems Hampton, VA April/2000 – October/2004

Team Manager II

(June/2003 – October/2004)

Managed 65 associates, reported to client manager all stats and productivity reports, sorted and filtered all collection accounts, started and reset dialer campaigns, uploaded files at end of night, ran dialer reports, submitted nightly dialer reviews, responded to client on customer complaints and disputes, administered job discussions forms and terminations, interviewed prospective associates for available positions, coached and developed floor managers and senior representatives, submitted payroll spreadsheets to human resources, and managed time analysis reports.

Team Manager I

(December/2001 – June/2003)

Managed 45 associates, supported quality assurance team to ensure client needs were met, monitored associates, setup dialer campaigns, submitted payroll to client manager, and created schedules for representatives and managers.

Floor Manager

(March/2001 - December/2001)

Answered escalated calls as requested by the customer, worked with team manager to ensure quality monitors are complete, responsible for seating chart and arranged collection teams, and submitted schedule to team manager for representatives.

Senior Representative

(December/2000 - March/2001)

Managed early and late stage accounts, worked early stage escalated calls, provided floor coverage as needed, filed all collector documents and personal files, and worked with floor manager to ensure scheduling is complete.

Household International Virginia Beach, VA October/1996 – April/1998


Managed late stage accounts for credit card, worked with 2 associates to ensure queue worked efficiently, met with manager weekly to establish goals and ensured standards were met.

GE Capital Hampton, VA July/1994 – October/1996


Worked early stage credit accounts, worked flex shift, assisted in training and coaching of new hires.


1994 Kecoughtan High School Hampton, VA


2013 - Present Thomas Nelson Community College Hampton, VA

Business Administration


2001 Dialer Certified

2012 ISO Auditor

2012 ISO 9001:2008 Lead Auditor (TPECS)

2012 Certified Internal Auditor

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