AARON SHERROD

*** *. ******* **** *****, Mesa AZ 85210 ·

ad4x16@r.postjobfree.com

Loyal, motivated, and experienced Quality Assurance Support Analyst in search employment where I will be rewarded and recognized for my performance in an environment that will challenge me and provide a clear direction on what it takes to succeed in my role as well as provide development for other opportunities where my knowledge and experience will be utilized to the benefit of the company, colleagues.

EXPERIENCE

Waymo Automated Self-Driving Taxi Service // Cognizant (North America)

- Quality Assurance Auditor / Process Improvement Specialist - April 19, 2021 – Current

● Monitors and measures the quality of inbound and/or outbound of external customer service calls, contacts, and chats and internal engineering troubleshooting contacts.

● Prepares and presents audit reports for management to identify the issues in fleet performance, bug reports and escalated software issues.

● Provide founded feedback through both criticism and praise in a respectful, clear, and consistent manner. Highlight achievements as well as mistakes and set up methods of formative assessment to evaluate work.

● Supported quality planning, testing parameters, and developmentation and implementation of new quality control procedures

● Provide training / coaching on Quality processes / procedures, as applicable (e.g., on - boarding / new hire training and refresher training)

● Documented call quality/efficiency / effectiveness, using applicable metrics and tools

(e.g., ATA/SLA and production standards)

● Defined policies and procedures for applicable Quality teams (e.g., randomization processes, auditor evaluation definitions, and calibrations)

● Performs special project audits and reviews as requested by other departments / regions; Addresses special (ad - hoc) projects as appropriate

● Provides recommendations for correction of this material. Confers with management to assess training needs in response to changes in policies, procedures, regulations, and technologies

● Monitor customer's satisfaction scores and comments to find out whether customers feel satisfied or dissatisfied with level of service and improvement opportunities.

● Overseeing customer satisfaction guarantee by handling customer expectations in a professional manner, anticipating, and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.

● Calculate the total quality of calls and contacts, including the ability to reproduce a user's voice, and the system's ability to limit impairment during conversation.

● Analyze call quality and performance trends, providing recommendations for future improvement and call center floor alignment.

COVID – Collecting Pandemic Employment Insurance

July 2020 – April 20, 2021

● Laid off as a direct result of Company Closure due to the Corona Virus pandemic, collecting pandemic employment insurance

24-7 Intouch/Hyundai Of America/Quality Assurance Auditor November 2019 – July 2020

● Responsible for maintaining Company Wide Customer Service call standards for agents in Production.

● Ensuring agent KPI (Key Point Indicators) company metrics and the ever-growing policies and procedures remain aligned.

● Completing approximately 175 Audits weekly.

● Reviewing call and email interactions to ensure correct information is exchanged

● and policies are adhered to companywide.

● Coaching Team Leaders to identify agents call trends to improve performance. 24-7 Intouch // Nike Corporate Representative

November 2018 - November- 2019

● Answered questions and assisted in corporate related matters including but not limited to sponsorship/donations, idea/invention submissions and general feedback for Nike Products and Services.

● Regularly contributed self-made curriculum for New-Hire Corporate training purposes in development.

● Responsible for maintaining in-depth knowledge of Nike competitors' policies and programs.

24-7 Intouch/Instacart/Quality Assurance Auditor

October 2017 - November 2018, Mesa AZ

● Responsible for maintaining Company call standards for agents in production.

● Staying up to date with the ever-growing policies and procedures.

● Completing approximately 250 Audits weekly.

● Reviewing call and email interactions to ensure correct information is exchanged and policies are adhered to companywide.

● Coaching Team Leaders to identify agents call trends to improve performance. I am also fully familiar with Google Sheets/Microsoft, Word, Excel, and PowerPoint 24-7 Intouch /Home Advisor/Quality Assurance Auditor October 2016 – October 2017, Mesa, AZ

● Beginning as an entry level employee and then later promoted to QA leader for the LOB.

● Solely responsible to complete audits live/recorded for 100+ employees.

● Responsible for updating all LOB trackers for attritions, attendance, and coaching’s. Ensured company standards were communicated to account managers for coaching opportunities.

● Handled direct communications to and from the client to maintain company wide standards.

Verizon Wireless/ Brand Ambassador August 2014 -August 2014, Tempe, AZ

● Introduced new consumers on products and features for Verizon wireless.

● Collected consumer details for marketing purposes.

● Responsible for updating customer account information and troubleshooting technical issues.

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● Excellent verbal and written communication

● Strong time management and organizational skills

● Ability to prioritize workload to effectively meet established deadlines

● Strong analytical ability and attention to detail

● Sound judgment, problem solving, and decision - making skills

● Ability to incorporate frequent changes into workflow and consistently build on knowledge base

● Strong interpersonal skills and ability to work independently as well as within a team

● 2+ years of experience with using Microsoft Word (data entry and documentation creation

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● Demonstrates a depth and breadth of knowledge / skills in own area and is often able to apply these outside of own function

● Understanding of basic quality programs

● Experience with supporting quality planning, testing parameters, and developing quality control procedures

● Six Sigma Certification (White Belt)

● 4+ years of Team Lead / SME experience in quality, appointment scheduling, and customer service/retention

● Knowledge of Claims, Billing / Finance, and Eligibility processes, practices, and concepts

● Self-motivated: energetic self-starter, strong sense of ownership with personal accountability

● Teamwork: is open and objective to other’s views, gives and welcomes feedback, and contributes to positive team spirit

● Ability to identify trends and opportunities for process improvement through data review

● Ability to work in a production driven environment, maintaining metrics and business goals

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EDUCATION

Oberlin High School / High School Diploma Oberlin, OH 1999 4

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