Quality Assurance Analyst
Resume:
JENE WALLACE
Charlotte, NC *****
*******.****@*****.***
PROFESSIONAL SUMMARY
Experienced Administrative professional skilled in handling correspondence, filing, and other clerical needs for busy teams. Knowledgeable about financial controls, business practices, and industry standards. Bringing superior communication and time management abilities.
SKILLS
Staff training and development
Microsoft expert
Employee supervision
Multitasking abilities
WORK HISTORY
QUALITY ASSURANCE ANALYST/CHAT AGENT 03/2015 to CURRENT
Better Car People Monroe, NC
Promoted company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
Analyzed project requirements to find bugs and eliminate issues.
Oversaw all process checks to ensure proper completion and correct frequency.
Compiled data on quality issues and vulnerabilities and reported all findings to QA management with suggestions for improvement.
Set and achieved product quality objectives while meeting product specifications.
Answering and providing knowledgeable information via live chats with clients/customers who are seeking information relevant to their care needs.
Provided training to over 10+ employees over course of 2 years.
Fixed identified issues to increase productivity and boost workflows
Analyzed and tested different builds to identify, trace and help resolve bugs
Created and achieved product quality objectives and met product specifications
Wrote, edited, and updated project manuals and technical documentation used by thequality assurance team
Created accurate and successful test scripts to manage automated testing of certain products and features
Wrote, edited, and updated project manuals and technical documentation used by thequality assurance team
Wrote, edited and updated project manuals and technical documentation used by quality assurance team
RECEPTIONIST 10/2012 to 09/2013
B&B Security Company Monroe, NC
Confirmed appointments, communicating with clients, and updated client records.
Answered central telephone system and directed calls accordingly.
Received and routed business correspondence to correct departments and staff members.
Answered phone promptly and directed incoming calls to correct offices.
Oversaw inventory activities, including materials monitoring, ordering or requisition, and supply stocking or re-stocking.
Responded to inquiries from callers seeking information.
Resolved customer problems and complaints.
ASSISTANT/TEAM LEADER, WAITRESS/BARTENDER 08/2012 to 09/2013
Dakota's Sport Bar & Grill Monroe, NC
Restocked office and break room supplies independently to maximize team productivity.
Oversaw heavy load of administrative tasks while verifying theaccuracy and prompt completion of paperwork.
Organized personal and professional calendars.
Handled incoming and outgoing correspondence, including mail, e-mail, and faxes.
Managed phone calls from clients when management was unavailable and provided informative answers to questions.
Participated in team collaboration initiatives to plan for the company's future growth.
Listened to customer needs, identified solutions and explained the latest promotions.
Greeted all guests with a positive demeanor and asked open-ended questions to determine requirements.
Evaluated prospective sales and conducted research on market trends and competitors.
Interacted with the supervisor and various experts to address escalated issues.
Delivered top-notch administrative support to office staff, promoting excellence in office operations
Answered multi-line phone system, routing calls, delivering messages to staff, and greeting visitors
Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest
Worked closely with coworkers to strategically plan for company growth
Participated in strategic planning for company growth
Stored food in designated containers and storage areas to increase shelf life, improve kitchen organization and provide easy access during busy peak service times
Maintained customer satisfaction with timely table check-ins to assess food and beverage needs
Greeted new customers, discussed specials and took drink orders
Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes
Attended to office operations and required paperwork
Bussed and reset tables to keep thedining room and work areas clean
Recorded expenses and maintained accounting records
Performed market analysis, assessing opportunities, and collecting competitor intelligence
Assessed sales opportunities, collected competitor information, and performed detailed market analysis
Provided multifaceted services to career professionals by running errands, managing mail, scheduling appointments, and arranging transportation
Kept server areas clean and stocked to increase efficiency while working tables
Collaborated with kitchen staff to correctly update customers on unavailable dishes and wait times
Created polished and error-free correspondence to meet organizational needs and enhance communication between stakeholders
Sorted, opened, and routed incoming correspondence and deliveries to help senior leaders respond quickly to business and customer requirements
Worked closely with management to provide effective assistance for specific aspects of business operation
EDUCATION
Master of Health Administration Health Administration 06/2021
University of Phoenix, Tempe, AZ
Dean's List [Second Semester, 2021)
Member of [National Honor's Society]
Bachelor of Science Hospital Administration / Long Term Care 06/2019
University of Phoenix, Tempe, AZ
Awarded [President's List]
Member of [National Honor's Society]
Associate of Arts Hospital Administration 11/2015
University of Phoenix, Tempe, AZ
GED 05/2012
South Piedmont Community College, Monroe, NC
CERTIFICATIONS
Certified Chat Agent, Better Car People - Present
Certified in Long Term Care
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