Quality Assurance Administrative Assistant

Elaine Burgesson

Quality Assurance Analyst

678-***-**** • Katy,Tx • ***************@*****.***

Results-driven, self-motivated, and adaptable Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology with a proven history of reducing errors to increase quality. Well-versed in devising quality improvement strategies and evaluating current processes. Utilizes exceptional analytical and organizational skills to expertly balance company objectives.

PROFESSIONAL SKILLS

●Quality Production

●Call Auditing and Monitoring

●Claims Auditing

●Presentations

●Client Interactions

●Document and Monitoring Data Quality

●Customer Data Confidentiality

●Customer Account Management

●Test Plans and Cases

●Confidential Records Management

●Microsoft Office (Word, Excel, PowerPoint) and Google Suite (Docs, Sheets, Slides).

Quality Assurance Analyst

Swipejobs( Corestaff Staffing Agency) – Remote

February 2021 – March 2023

Monitored, evaluated, and directed staff members on the quality of work performed against project standards, contractual requirements, and performance measures.

●Fixed identified issues to increase productivity and boost workflows.

●Audited claims, developed and recommended improvements to systems, processes and procedures to increase productivity and reduce errors

●Trained and nested 51 production agents during period of company expansion to ensure attention to detail and adherence to company policy

●Assist in production and update of staff resource materials including knowledge management system, quick reference guide, matrices, charts, and workflows

●Assist with staff training, training development and activities.

Claims Analyst

Goldfein Attorneys at Law – Alpharetta, GA

June 2020 – January 2021

Reviewed insurance claims filed by policyholders to ensure they are accurate and complete, that the individual understands their benefits, and that the policies cover the claims.Received 97% satisfaction rating from customers after completed calls. Exhibited strong organizational, managerial, and personal skills to successfully communicate and negotiate with internal and external customers.

●Viewed reports regularly to make sure processing was conducted efficiently.

● Analyzed over 60 application per day

●Researched insurance policies and provided new guidelines for agents to follow.

●Maintained strict confidentiality with all personal data as per company guidelines.

●Collaborated with the team to quickly resolve customer complaints with appropriate action.

Administrative Office clerk

Coram Healthcare- Marietta,GA

July 2019 – June 2020

Effectively directed communications between colleagues and customers, organizing schedules and events, entering data, bookkeeping, maintaining office equipment and so on.

●Managed incoming correspondence to enhance employee performance and reduce time spent on processing and responding.

●Communicated with doctors, nurses, patients and other employees to identify and resolve healthcare needs.

●Implemented electronic file management system, decreasing printing costs by 70%.

●Addressed average of 28 customer inquiries and complaints each week.

Assistant Manager/Administrative Assistant,

Yummy's Funnel Cakes – Austell, GA

August 2018- June 2020

Used strong communication skills to collaborate with team members to ensure efficient service. Managed customer relationships, guided strategic planning sessions, facilitated employee training, and led proactive check-ins and business reviews.

●Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.

●Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.

●Interviewed, hired and mentored over 9 new personnel and oversaw all staffing operations.

Troy University - Troy,AL

Bachelor of Science in International Business Management,

July 2019

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