Data Analyst Quality Assurance
Resume:
Michael LaValle
Phoenix, AZ, *5041
****.*******@*****.***
SUMMARY OF QUALIFICATIONS
● Strong communication skills, coupled with the
ability to work with individuals across multiple
internal departments, which ensures a
productive and efficient work environment.
● Flexible skill set with an uncanny ability to
quickly learn new responsibilities and processes.
● Extremely resourceful with effective
problem-solving skills that establish clear and
workable solutions to any work-related situation.
● The ability to consistently produce quality work in fast-paced and high-pressure professional
environments.
● A high level of professional integrity and a
tireless drive to ensure an organization’s best
interests are always met.
COMPUTER/TECHNOLOGY SKILLS
Proficient in the following software:
● Outlook
● PowerPoint
● Excel
● PeopleSoft
EDUCATIONAL BACKGROUND
Marquette University
Bachelor of Arts Degree in Broadcast and Electronic Communication
Milwaukee, WI • Class of 2005
University of Wisconsin-Oshkosh
Film and Sociology Studies
Oshkosh, WI • 1999-2003
PROFESSIONAL EXPERIENCE
OmniEngine-Start Up Company
Assistant QA Manager
Sales/Installation Coordinator
Program-L.O.B. Developer & Liaison
Tempe, AZ March 2019 to Present
● I spear-head developing SOPs for each L.O.B.
and streamlining them with QA efforts.
● Hosting weekly Manager meetings among
multiple L.O.B. to ensure business needs
remain at the forefront and that all Managers
visions/goals remain aligned and cohesive.
Additional Responsibilities
● Develop QA game plans for each L.O.B.
● Conduct weekly audits for multiple L.O.B. and
provide feedback for coaching purposes, for
our Managers and their teams
● Host monthly 1-on-1s with reps from the
Managers' teams, that are repeating same QA
infractions as a deeper dive resolution to
correct the rep's behaviors
● Work closely with 80% of our Managers across
the company to ensure business needs and
vision for the L.O.B. remain intact and lead to
success and wins for our L.O.B. and Company
● I was personally tasked with improving our QA
TAT from a +1week SLA to a 24 hr. SLA
Kohl’s Corporation
WFM Specialist
DC3 Advocate III
Collection’s Associate
Menomonee Falls, WI • March 2010-Present
● Responsible for managing our same-day staffing
volume across all credit centers within the U.S. and BPO centers as well, based off our trend analysis of customer call volume, upcoming promotions, and
employee absences. Frequent communication with
management daily regarding decisions to rearrange
L.O.B. staffing to ensure business needs are met.
Additional Responsibilities
● Use Verint11 and T.O.M. App to accurately monitor and manage a high volume of associates.
● Real-time staffing management for all Internal and BPO Credit Center sites to ensure customers are
satisfied and maintain business needs.
● Utilize sound judgment and past experiences, while adhering to company policies, when considering
special circumstances for customers.
● Offer a high level of customer service when
working with associates/teammates in an effort to
reach a solution.
Contact this candidate