Data Analytics Quality Assurance
Resume:
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CONTACT
Address: Morrisville, NC *****
Phone: 919-***-****
Email: ************@*****.***
LinkedIn: https://bit.ly/3U8MJb2
SKILLS
• Data Analytics (R, SQL)
• Microsoft Office Suite
• Planning and Organization
• Project Management
• Tableau
• People Management
• Collaboration
• Detailed Investigative Report
Creation
• Effective Communication
• Metric Production
• Social Media Research
EDUCATION
THE UNIVERSITY OF NORTH
CAROLINA AT GREENSBORO
(Greensboro, NC)
BACHELOR OF ARTS
Sociology with Criminology
Concentration
Minor: African American & Diaspora
Studies
May 2016
PROFESSIONAL SUMMARY
Detailed-oriented, high-performing quality assurance professional. Experience managing people and projects as well as strategic interaction and collaboration with national and international clients. Recently completed Data Analytics courses include R and SQL.
WORK HISTORY
Senior Quality Assurance Lead, 08/2021 to Current
OPEN DESK INC.
• Assisted in case completion and provided support for other functions as required
• Managed special projects, supported international clients, and assessed new client products
• Collaborated on the development of new technologies and products for both internal and external use
• Performed backup system maintenance
• Monitored and revised previous investigative reports as necessary
• Proofread submission-ready reports from team members before client release.
Quality Assurance Manager, 06/2020 to 07/2021
OPEN DESK INC.
• Organized and delivered training sessions on products, processes, and standards
• Reviewed reports marked for submission, identifying and correcting errors before client release
• Investigated quality-related issues raised by clients and implemented necessary corrective actions
• Conducted weekly internal case audits and conducted annual performance reviews
• Assessed workload for optimal resource allocation and supervised senior-level direct reports
• Collaborated on the development of new technologies and products for internal and external applications
• Provided assistance in case completion and supported other functions as required.
KAELIN GRAHAM
CERTIFICATIONS
Data Analysis with R Programming
(2023)
Coursera
Google Data Analytics Certificate
(2023)
Coursera
Analyze Data to Answer Questions
(2023)
Coursera
Ask Questions to Make Data-Driven
Decisions (2023)
Coursera
Foundations: Data, Data, Everywhere
(2023)
Coursera
Prepare Data for Exploration (2023)
Coursera
Process Data from Dirty to Clean
(2023)
Coursera
Share Data Through the Art of
Visualization (2023)
Coursera
Senior Team Leader, 02/2018 to 05/2020
OPEN DESK INC.
• Conducted individual meetings with direct reports to evaluate their work performance
• Engaged with clients on-site to facilitate the research of claimants
• Managed the scheduling of cases for all social media teams, prioritizing and organizing cases for the next day's activities
• Utilized Google Sheets for calculating daily productivity and weekly quality metrics for individuals and teams company-wide
• Provided guidance and leadership to remote and office-based direct reports in the execution of service delivery tasks
• Thoroughly proofread reports flagged for submission, identifying and correcting errors before client release
• Analyzed metrics to ensure an accurate reflection of employee performance.
Team Leader, 10/2017 to 02/2018
OPEN DESK INC.
• Meticulously proofread reports flagged for submission, identifying and correcting errors before client release
• Engaged with clients to address inquiries related to research requests
• Offered guidance and leadership to a team of 10-15 direct reports in executing service delivery tasks
• Conducted both general training and personalized enhancement training to address specific employee needs, aiming to boost productivity and performance
• Conducted meetings to provide evaluations of work and utilized them as training opportunities to discuss nonstandard or unusual research requests.
Quality Assurance Specialist, 07/2017 to 10/2017
OPEN DESK INC.
• Upheld the quality and uniformity of reports across all company researchers through thorough proofreading before client submission
• Delivered training sessions to enhance the skills and knowledge of staff members.
Research Specialist, 01/2017 to 06/2017
OPEN DESK INC.
• Independently liaised with medical facilities and conducted online research on potential fraudulent insurance claims, including worker's compensation, liability, homeowner's, theft, and commercial automobile cases
• Employed Microsoft Word to compile comprehensive research findings into detailed reports for clients
• Consistently met weekly productivity targets in executing the assigned tasks.
Sales Associate, 06/2014 to 01/2016
FOOD LION
• Recognized by management for reliability, dependability, and excellent customer service, leading to assignments during peak hours
• Delivered prompt, accurate, and friendly customer service
• Scanned customer orders and processed payment transactions
• Maintained precise control over cash transactions.
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