Tallahassee, FL 32301
Quality Assurance Analyst
Brandt Information Systems - Tallahassee, FL
****-*2 - 2017-11
Supervised Call Center agents to make sure quality standards were being met.
Identified problem areas in the Call Center and addressed them as needed.
Kept detailed history of agents' metrics.
Coached agents on proper phone techniques.
Created a team atmosphere in order to provide excellent customer service.
Tested in-house software for functionality and page layout.
Used Jira program and SQL database to aid in testing software.
Self-Employed - Tallahassee, FL
2004-09 - 2016-03
Intuition Solutions - Tallahassee, FL
2001-12 - 2004-09
Processed financial transactions for the Florida College Investment Plan.
Reconciled payments from a lockbox and from an ACH.
Processed refunds, cancellations and dispersments..
Reconciled reports and daily balancing.
Drafted department policies and procedures.
Vision's Edge - Tallahassee, FL
2001-01 - 2001-08
Performed software testing and development.
Wrote and designed technical manuals for software products.
Acted as human resources manager overseeing payroll, benefits, and new-hire protocol.
Conducted staff meetings.
Call Center Call Supervisor
Florida Healthy Kids and Kidcare - Tallahassee, FL
1997-11 - 2001-01
Supervised Call Center agents to ensure quality customer service.
Created staff forecasting based on interpretation of Call Center data.
Drafted Enrollment Communications Department policies and procedures.
Developed training program for new Enrollment and Call Center employees.
Developed incentive plan for Call Center agents.
Acted as liaison between policy holders, a third- party administrator, and HMOs.
Night Housekeeping Manager
Hotel Monteleone - New Orleans, LA
1994-08 - 1996-12
Managed staff of 12 -15 Housekeepers and Housemen.
Developed training program for new staff.
Administered schedule for entire Housekeeping staff based on occupancy statistics.
Maintained and administered hotel funds.
Bachelor of Arts in Political Science
University of Florida - Gainesville, FL
1987-08 - 1991-12