Customer Service Quality Assurance

Latoniadra Johnson

**** ******* ****** # ***

Irving, Texas 75062

Phone: 214-***-****

Email: ad187w@r.postjobfree.com

QUALIFICATION SUMMARY

Quality Assurance Inspector with extensive experience and strong focus on internal/external customer service and teamwork. Key strengths include excellent organizational skill, effective time management, and willingness to assist other colleagues and departments during peak workload periods. Proven ability to exercise good judgement and work well with minimal supervision. I’m adaptable, reliable, and results-oriented professional who continuously seeks to enhance technical knowledge and work proficiencies.

Expertise in a wide variety of administrative and general office, skills, including:

• Quality Assurance

• Productivity

• Customer Retention

• Resource Analysis and Planning

• Customer Service Operation

• Customer Service Relations

PROFESSIONAL EXPERIENCE

Essilor Lab of America

Quality Assurance Inspection (September 2019- present)

• Provide support for high-volume customer service accounts in optical division in quality and productivity and consisting 10 employees and 2 managers.

• Improved productivity 100% by auditing and identifying any abnormalities which effect efficiency and customer satisfaction.

• Addressed quality concerns and implemented resolutions to improve production.

• Collaborated with Quality Assurance Team to monitor performance, ensure our team exceeded the standard for customer service skills.

• Verified insurance benefits, opened enrollment for client associates, initiate prior authorization for procedures using the systems AIMS, EVICORE, CARECORE AND ACUITY Trainer Jan 2020 (Assist when required/As needed)

**Certificate of Achievement Train the Trainer February 2020**

• Knowing the difference types of lens

• Knowing how to the Lensometer

• Knowing how to read the tolerance chart

• Knowing how to identify defects and poor frame alignments.

• Knowing how to read 5 job components.

Cosmetics

• Knowing the cosmetic inspection methodology and procedures.

• Knowing the equipment and tools needed for inspection and how to use them depending on the type of mounting.

• Knowing when to adjust the frame and the lens if possible to reach the expected quality.

• Knowing what leads to defects on lenses.

Breakage Analysts

• To separate all of the breakages on table to see what passes are fail.

• Check any fail powers to if they passes

• If any jobs are small or not found retrace the frame

• All jobs that is not intolerance on pits, scratches etc. break the job in optic faxes. Wal-Mart Optical, Dallas, Texas

Quality Assurance (2005-2016)

• Providing support for high-volume customer service accounts in optical division in quality and productivity and consisting 9 employees and 2 managers.

• Improving productivity by 100% in audits and, identifying any abnormally that effects efficiency and customer satisfaction.

• Addressing quality issues and resolution that can help better our production.

• Collaborated with Quality Assurance Team to monitor performance, ensure that our team or exceeded the standard that requires customer service skills. OTHER EXPERIENCE INCLUDED

• Filling bankruptcy claims for lawyers

• Recording management on chapter 7,11,12,13 claims

• Recording all documentation and making sure all claims was paid and accounted

• Known various customized database system

• Knowledge of Av400

• Knowledge of focus vision

• Knowledge of completes, remotes, uncut lenses and read power, cycle and axis on Rx prescription

• Knowledge of progressive, single vision and flat top lenses and add on power, Doctor Prism on the Rx prescription.

EDUCATION

North Lake College Present

Remington College 2002- 2003

Computer Learning Center 1996-1997

SKILLS

Data Entry 1200ksph

10 key by touch

Type 60 wpm

Customer Service in/Outbound calls

Basic Office Skills

Microsoft Word (all versions)

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