Team Lead Quality Analyst

APRIL DESKIN

**** ******* *****, *** ******, NM *8001 *************@*****.*** 336-***-****

SUMMARY

Experienced Customer and Field Services Leader with 13 years of combined experience. Ability to consume complex technical content and redeliver out to my team, field, and customers. Responsible for developing the first Installer Relations Team Lead role which resulted in overall team improvement. Promoted twice within a year period due to my dedication and determination

PROFESSIONAL EXPERIENCE

Corporate Quality Analyst

ViaSat, Denver, CO

December 2019–November 2022

Complete evaluations on in house agents.

Complete audits on vendor QA reps and perform calibration sessions to get vendor sites in line with proper ViaSat scoring guidelines.

Work projects to help identify trending issues and opportunities.

Pulled monthly reporting on vendor sites for scoring and overall trends and presented the End of Month data to Vendor Managers as well as site leaders.

Point of contact for our vendor partners in Mexico and Costa Rica, assisting their Quality teams with any questions or issues that arise.

Corporate Installer Relations/Partner Support Team Lead

ViaSat, Denver, CO

March 2018 – December 2019

Assisted Supervisors with the day to day support of a team of 16.

Provided floor support daily.

Worked with installers, dealers and engineers to resolve technical issues out in the field or internally.

Assisted with scheduling and Agent Stats.

Provided coaching and development for our internal team as well as our partners in Mexico.

Provided coverage for supervisors in their absence

Innovation Specialist

ViaSat, Denver, CO

December 2017–March 2018

Engaged in company assigned projects to improve company processes, improve customer experience and implement change.

Corporate Installer Relations/Partner Support Representative ViaSat, Denver, CO

June 2017 – December 2017

Assist technicians in the field with any installation or service call issues.

Troubleshoot technical issues out in the field such as inability to gain signal or modem lock. Assist with provisioning issues and any other system issues. Help to resolve issues on the back end through our systems or by escalating to necessary teams when required.

Assist dealers with any questions they have regarding customers and ViaSat processes.

Work with other departments to resolve issues that are impacting to customers and/or the company.

Cancel out pending orders that have been cancelled by customers or by dealers

Member Services Representative

AETNA/MERCY Maricop Integrated Care, Phoenix, AZ

2016

Worked with company who contracted with state Medicaid behavioural health program.

Took incoming calls related to member coverage. Assisted members with acquiring behavioural health services that met that their needs by referring members to behavioural health clinics.

Assisted pharmacy staff with prescription issues related to coverage.

Assisted behavioural health clinics with coverage issues.

Triaged members who were in crisis to determine if a crisis team was needed. Communicated with Enrolment to resolve enrolment issues for members.

Broadband / Advance Tech Supervisor / Coach

DishNetwork, Phoenix, AZ

Jan 2014 - Oct 2015

Ran a team of 18 – 20 agents. Provided all development and one-on-ones as well as ensure all training was completed in a timely manner.

Completed payroll

Monitored team thread to assist with questions and provide guidance

Conducted daily team meetings to keep agents in the loop with current changes as well as to discuss any current concerns the agents had.

Monitored performance and attendance for the team and addressed issues as needed.

Took Supervisor calls from escalated customers and completed callbacks on low customer service satisfaction surveys.

Team Lead / Assistant Supervisor

DishNetwork, Phoenix, AZ

December 2012–Jan 2014

Assisted supervisor with day to day work such as development, Monitored team meetings, supervisor calls, answered questions, and drove numbers.

Pulled agent calls on a daily basis to ensure business rules were being followed, agents were treating customers properly and providing the best possible customer experience.

In the Supervisor's absence, assumed full responsibility for the team, including preparation and delivery of consultations.

Quality Assurance Specialist

DishNetwork, Phoenix, AZ

Jan 2010 - December 2012

agents to provide development and feedback based off evaluations.

Conducted QA calibrations to ensure all teams were in line with QA requirements

Advanced Technical Support Representative

DishNetwork, Phoenix, AZ

Nov 2008 – Jan 2010

Provide customer service to Dish Network subscribers by trouble shooting and resolving customer’s technical issues with equipment and loss of signal over the phone.

Schedule trouble calls and installations for customers.

Resolved billing issues and programming changes for customers at their request, as well as provide accurate documentation on customer accounts.

Member of a specialized team call, “The Street Team,” who works hand-in-hand with the corporate office to create, test, and implement policies and procedures which enhance both customer and employee experience.

EDUCATION

2004 - 2008 Glendale Community College Phoenix AZ

Work

1993 - 1994 Dona Ana Community College Las Cruces NM

General Studies

Feb 1991– Sept 1991 International Business College Las Cruces NM

Medical Office Specialist

ADDITIONAL

SKILLS

Proficient in MS Office (Word, Excel, PowerPoint) Outlook, Salesforce, Webex, and Zoom

Working knowledge in Oracle. Verint, Kronos, OTL, Five9 reporting,Nexidia

Proficient with Adding Machines (100 DPM), Filing, Typing (56 WPM), Fax and Copy Machines.

Multi-line phone system, Employee scheduling, Strong development and communication skills. Strong Value of Best in class customer service. Ability to work in fast paced environment and make command decisions.

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