Quality Assurance Entry Level

ASHLEY PITTS

***********@*****.*** 734-***-****

Detroit, MI 48219

SUMMARY

Insightful administrator with over 10 years of experience in various advanced industries. Systematic problem solver in pursuit of boundless progress. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Hardworking and passionate job seeker with strong organizational skills and eager to secure an entry-level Cybersecurity Analyst position. Proficiency in online security research, planning, execution and maintenance. Knowledge of web-based security procedures and preventive measures.

SKILLS

Customer Relationship Management (CRM)

System Implementation (Workday, Oracle, ADP, Salesforce, Peoplesoft)

Quality assurance controls

Data Visualization Tools

Remote Instruction

Microsoft Suite (Outlook, Excel, PowerPoint, etc.)

Incident Response Management

Software Deployment

Program Monitoring and Tracking

Personal Training and Development

Emotional Intelligence Training/ Consulting

Innovative Training Approaches

Project Management Execution

Web Application Security

Intrusion Test Oversight

DDoS Prevention

IDS Integration

EXPERIENCE

Quality Assurance Performance Professional / DTE Energy - Detroit, MI 12/2021- 12/2022

Monitors and documents data to assist in analyzing and monitoring the quality of work performed.

Proactively identifies solutions to non-standard requests and solves complex problems independently; works with team analyzing root cause analysis to resolve complex complications.

Analyzes data and assesses onsite/offsite activities, programs, and processes to provide comprehensive reports and make recommendations for improvement to management on a regular basis regarding productivity and work statistics.

Monitors and evaluates performance for customer contact interactions using designated systems and processes.

Provides feedback, Coaching, Training, and Development to employees regarding work quality, processes, policies, procedures, analyzing root cause analysis, and professionalism with customers.

Inspects and monitors quality requirements in accordance with the company’s Quality Management System manual, policies, procedures, and program specifications.

Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.

Customer Retention Manager / Stellantis (FCA) - Centerline, MI 12/2019 – 06/2021

Performed customer negotiations to reach fair conclusion for both business and customer.

Collaborated with sales, service, finance and logistics departments to influence critical business growth outcomes.

Performed audits of objectives and case progression for case management team.

Conducted assessments to obtain information for vehicle repair and customer delivery.

Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.

Resolved issues through active listening and open-ended questioning, escalating major problems to Upper Management.

Developed and implemented management procedures to increase retention teams’ productivity and accuracy.

Collaborated with organizations to minimize legal exposure and liability.

Assessed legal, risk and compliance matter to determine organizational plan of action.

Trained team members on new processes and procedures to support retention efforts.

Customer Care Retention Specialist / Comcast - Sterling Heights, MI 06/2018 - 07/2019

Explained new products and services to customers.

Analyzed customer feedback and developed new techniques to ensure customer retention.

Promoted customer retention by using exceptional interpersonal skills.

Achieved high sales percentage with consultative, value-focused customer service approach.

Investigated technical issues using knowledge base and personal experience to complete timely resolutions.

Exceeded team goals and collaborated with staff to implement customer service initiatives.

Answered 50+ inbound calls per day and directed to designated individuals or departments.

Handled customer escalations.

Trained new personnel regarding company operations, policies and services.

Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction by 95%.

Closing Coordinator / Volkswagen Group of America - Auburn Hills, MI 10/2016 - 05/2017

Appraised documents submitted by the claimant for repurchasing/repairing vehicles Processed disclosures as applicable by each state.

Implemented the Lemon Laws across the country for the intent of resale.

Sought after the status of title releases from the claimant’s financial intuitions Processed buyback/restitution checks awarded to the claimants.

Performed title searches, ordered reports and obtained clearance documents.

Collaborated with lenders, agents and legal professionals to resolve transactional and title issues.

Validated and audited final signed documents in accordance with state, county and investor guidelines.

Prepared preliminary settlement statements and loan closing instructions for review by title companies and closing agents.

Senior Advisor & Support Supervisor / General Motors - Warren, MI 11/2015 - 10/2016

Coordinated implementation of new technological tools to improve data gathering and trend tracking.

Handled customer escalations.

Evaluated customer account information to assess current issues and determine potential solutions.

Mentored and Coached New hires.

Gathered data about course success and participant experiences to help with future course planning.

Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.

Trained and mentored 50+ new personnel hired to fulfill roles in the Call Center.

Advised executives on best practices for employee growth and productivity goals, consistently helping companies achieve low attrition rates.

EDUCATION

Central Michigan University – CMU Global Campus Current-

Master of Business Administration: Cybersecurity

Central Michigan University - Mount Pleasant, MI 05/2015

Master of Science: Human Resource Administration

Central Michigan University - Mount Pleasant, MI 05/2012

Bachelor of Science: Urban Development & Community Affairs

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