Qa Analyst Quality Manager

Candace Shannon

Dallas, TX

***************@*****.***

214-***-****

Work Experience

QA Analyst

Genpact - Richardson, TX

Present

Data entry, Customer service via phone and chat, Lean digital trained, Floor walker)

• Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the Call Center.

• Provides structured and timely recommendations; verbal and/or written feedback to Quality Manager and the Service teams.

• Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities.

• Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all teams and

• Uses tools to gather data and analyze trends or patterns affecting quality.

• Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience Receptionist / Mastectomy fitter

Women's Health Boutique - Dallas, TX

Administrative support

Basic Office support (Fax, Phones, Mailing, ).

Fitting mastectomy customers with special mastectomy bras Basic medical office task verifying medical insurance Tax Preparer / brand ambassador

Rapid Tax Money - Irving, TX

Responsible for income tax preparation for individuals. Identifies potential tax credits and liabilities and ensures accurate and complete returns are filed in a timely manner. Completes tax forms in accordance with policies and in compliance with legislation and regulations. Dispatcher

The Wilkins Group - Richardson, TX

Serves customers by determining requirements; answering inquiries; resolving problems; fulfilling requests; maintaining database ; inbound high volume calls Sales Associate/Customer Service

JCPenney - Rockwall, TX greeting customers, assisting guests with finding merchandise, stocking and organizing product on the sales floor, ringing up purchases, and handling returns and other discrepancies.

Service Associate

ACE Cash Express - Dallas-Fort Worth, TX customer service to individuals needing ACE's financial services. Work involves but is not limited to: check cashing, balancing monies, reporting daily transactions, following security procedures, and performing other financial services duties, reporting to a District Manager.

Education

Lakeview Centennial High School - Garland, TX

August 2010 to June 2013

Associate

Everest College - Dallas, TX

El Camino Community College District

Skills

• Computer-literate performer with extensive software proficiency covering wide variety of applications.

• Flexible team player who thrives in environments requiring ability to effectively prioritize and juggle multiple concurrent projects.

• Resourceful team player who excels at building trusting relationships with customers and colleagues.

• Quality Assurance

• Microsoft Office

• Time Management

• Excel (5 years)

• Quality Assurance

• Medical Office Experience

• Lean

• Live Chat

• Financial Services

• Communications Skills (listening, verbal, written)

• Dependable

• Dedicated

• Adaptable

• Ambitious

• Efficient

• Flexible

• Patient

• Hardworking Independent

• Motivated

• People-oriented (6 years)

• Process Improvement

• Windows (10+ years)

• Data entry (3 years)

• Tax Experience

• Management (2 years)

• Six Sigma

• User Acceptance Testing

Certifications and Licenses

Driver's License

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