Support Specialist Quality Assurance

Alexandria Ware

*.**********@*****.*** 773-***-**** Chicago, IL

SUMMARY

Seasoned Program Support Specialist with 8 years of experience in quality assurance, process improvement, and regulatory compliance. Proficient in auditing, coaching, and maintaining program policies; adept at handling sensitive information with discretion. Seeking to leverage expertise in a new Program Support Specialist role. WORK EXPERIENCE

Employment and Employer Services Chicago, Illinois Program Support Specialist Jun 2023 - Present

• Provides comprehensive administrative support for program initiatives, coordinates cross-departmental communications, and ensures efficient operation of office systems within Employment and Employer Services as a Program Support Specialist.

PCG International Maywood, IL

Quality Assurance Analyst Jul 2022 - Feb 2023

• Conducted audits across communication channels to verify adherence to QA standards and contractual requirements, ensuring high levels of service access, quality, and customer satisfaction.

• Analyzed quality assurance data to identify trends and presented recommendations for process enhancements, contributing to organizational improvement.

• Collaborated with clinical teams to pinpoint training deficiencies and delivered targeted coaching to Information Specialists and Supervisors, fostering a knowledgeable and proficient workforce. Addus HomeCare Chicago, IL

File Clerk Dec 2021 - Feb 2023

• Organized and managed extensive documentation for a large workforce, ensuring accurate alphabetic filing for efficient record retrieval.

• Maintained an orderly file room, enabling quick access to employee records and supporting administrative efficiency.

United States Postal Service Chicago, IL

Mail Handler Assistant Dec 2020 - Oct 2021

• Efficiently managed mail flow, ensuring accurate sorting and timely distribution to the appropriate destinations.

• Maintained high standards of operational accuracy, consistently meeting strict postal service guidelines and customer expectations.

Maximus Call Center Chicago, IL

Quality Assurance Analyst Aug 2018 - Dec 2020

• Conducted comprehensive audits of customer communication channels to ensure adherence to QA standards and contractual obligations, maintaining high levels of service access, quality, and customer satisfaction.

• Analyzed quality assurance data to identify trends and provided actionable recommendations for process enhancements to senior management.

• Collaborated with the clinical team to identify and address training needs, enhancing the overall knowledge and performance of Information Specialists and Supervisors. MAXIMUS, Inc Chicago, IL

Call Center Representative Mar 2016 - Aug 2018

• Responded to inbound calls, providing guidance on health insurance queries and completing applications for enrollment in Qualified Health Plans and the Connecticut Husky Health Program.

• Maintained confidentiality of Personal Health Information, adhering to HIPAA regulations through the use of secure systems.

• Updated CRM databases and effectively managed challenging situations to de-escalate concerns, ensuring consumer satisfaction.

GoHealth, LLC Chicago, IL

Tier 1 Agent Sep 2015 - Feb 2016

• Maintained and updated CRM database with essential sales leads, follow-up actions, and customer demographic details to support business development efforts.

• Provided comprehensive consumer support by efficiently screening and directing calls to the appropriate sales teams, ensuring a seamless initial purchasing process.

• Adhered to all training, legal, and procedural requirements, including Federal CMS and State regulations, demonstrating a rapid proficiency in company policies and systems. FedEx Ground Olive Branch, MS

Package Handler Nov 2013 - Mar 2014

• Managed the precise sorting and distribution of packages, ensuring the accurate and timely delivery to designated locations.

• Operated various material handling equipment, including forklifts and conveyor systems, while maintaining strict adherence to safety protocols and regulations.

EDUCATION

Rust College

Bachelor of Science in Biology

August 2010 to December 2014

Chicago Vocational Career Academy

Vocational

September 2006 to June 2010

Associate's degree None

SKILLS

Quality Assurance • CRM Software • Jira • Cold Calling • Data Entry • Typing • SharePoint • Customer Service • Outbound Sales • User Acceptance Testing • Workers' Compensation • Test Cases • Requirements Gathering • Clerical Experience • Administrative Experience • Oracle • Time Management • Microsoft Office • Analysis Skills • Payroll • Medical Terminology • Clinical Research • Customer Support • Google Suite • Retail Sales (3 Years) • Retail (1 Year)

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