Quality Assurance Support Analyst

AARON SHERROD

*** *. ******* **** *****, Mesa AZ 85210 ·

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

Driven and dedicated Quality Assurance Support Analyst with a proven track record of loyalty, motivation, and experience seeking employment opportunities that offer recognition and rewards for exceptional performance. I aim to thrive in a challenging environment that provides clear direction for success in my role. Additionally, I aspire to contribute to the development of other opportunities within the company, leveraging my knowledge and experience for the collective benefit of the organization and its colleagues.

EXPERIENCE

Circle K Corporate – Customer Care Escalations Loyalty Dept – Hybrid – October 2023 – March 2024

• Provided comprehensive support to customers via phone and email, addressing inquiries and escalations to resolve issues ranging from routine to complex.

• Effectively managed a high volume of customer cases, consistently exceeding performance targets by completing over 65 cases daily.

• Collaborated within a dynamic team environment, fostering mutual support and cooperation to ensure seamless day-to-day operations.

• Developed and implemented standardized email templates for customer and corporate communications, optimizing efficiency and consistency in customer interactions.

• Conducted thorough research and task administration across multiple platforms, demonstrating adaptability and proficiency in diverse software environments.

• Demonstrated strong remote work ethic and professionalism while operating from a home office, maintaining requisite equipment and connectivity standards. Cognizant North America – Quality Assurance Auditor / Process Improvement Specialist – Partially Remote - April 19, 2021 – October 2023

• Conducted remote/onsite quality assurance audits and process improvement initiatives, ensuring adherence to established standards and enhancing customer service performance.

• Prepared comprehensive audit reports for management review, identifying areas for improvement and driving strategic decision-making processes.

• Delivered constructive feedback to team members with clarity and professionalism, fostering continuous improvement and excellence.

• Played a key role in developing and implementing quality control procedures, contributing to enhanced operational efficiency and service excellence.

• Provided training and coaching on quality processes and procedures, including onboarding and refresher training, to support continuous learning and development.

• Implemented robust documentation processes to track call quality, efficiency, and effectiveness metrics, facilitating data-driven decision-making and performance evaluation.

• Collaborated with cross-functional teams to address special projects and initiatives, leveraging analytical insights to drive strategic improvements.

Covid – Collecting Pandemic Employment Insurance - July 2020 – April 20, 2021

•Transitioned smoothly from previous role due to company closure resulting from the covid-19 pandemic, responsibly managing pandemic employment insurance benefits. 24-7 Intouch/Hyundai of America/Quality Assurance Auditor - November 2019 – July 2020

• Conducted remote/onsite quality assurance audits, maintaining companywide customer service standards, and ensuring adherence to policies and procedures.

• Provided targeted coaching and feedback to team leaders and agents, driving performance improvements and alignment with key metrics.

• Played a pivotal role in scheduling and conducting calibration audits, fostering alignment and consistency across quality assurance processes.

• Demonstrated proficiency in utilizing software tools and platforms to track quality metrics and outcomes, ensuring transparency and accountability. 24-7 Intouch // Nike Corporate Representative - November 2018 - November- 2019

• Provided expert assistance to corporate clients, addressing inquiries, and providing guidance on sponsorship, donations, and product-related matters for Nike.

• Developed and delivered training curriculum for new-hire corporate training programs, contributing to enhanced team proficiency and performance.

• Maintained up-to-date knowledge of Nike competitors' policies and programs, supporting informed decision-making and strategic planning initiatives.

• Ensured adherence to established quality processes and procedures, driving consistency and excellence in service delivery.

24-7 Intouch/Instacart/Quality Assurance Auditor - October 2017 - November 2018

• Conducted quality assurance audits to maintain company call center standards and ensure compliance with policies and procedures.

• Provided coaching to team leaders to identify performance trends and implement targeted improvements, enhancing overall service quality and efficiency.

• Analyzed quality data and performance trends, providing recommendations for continuous improvement and alignment with organizational goals.

24-7 Intouch /Home Advisor/Quality Assurance Auditor - October 2016 – October 2017

• Promoted to quality assurance auditor within 9 months, demonstrating exceptional performance and dedication to excellence.

• Managed audits for a large team of employees, ensuring adherence to company standards and facilitating performance improvement initiatives.

• Facilitated effective communication with clients to maintain alignment with companywide standards and objectives.

Verizon Wireless/ Brand Ambassador - August 2014 -August 2014

• Provided personalized assistance to customers, promoting Verizon wireless products and services, and resolving technical issues with professionalism and efficiency.

• Maintained accurate customer account information and facilitated account setup processes, ensuring a seamless customer experience.

EDUCATION

Oberlin High School / High School Diploma Oberlin, OH 1999 2

SKILLS

● Quality Audits

● Software Troubleshooting

● Technical Network Support

● Courteous, professional demeanor

● Experienced in CRM systems, Salesforce,

Zendesk, Five9, Talk Desk, Live Agent,

Avaya, Score Buddy, Genesis, and other

systems.

● Computer Networking

● 10 key Data Entry

● Alpha Numeric Categorization

● Attentive to Detail

● Collaboration

● Strong Organizational Skills

● Team Player

● Contributed to Company Success

● Ability to prioritize workload to

effectively meet established deadlines.

● Sound judgement and decision-making

skills.

● Ability to adapt to frequent change.

● Confidentiality

● Six Sigma Certification (White Belt)

ACTIVITIES

● Professional Customer Service Recognition Award at 24/7Intouch

● Managing teams and working with a group of 10+ agents

● Demonstrates a depth and breadth of knowledge / skills in own area and is often able to apply this outside of own function.

● Conducts internal and external calibration sessions, trains team and identifies training opportunities based on auditing the auditor results. REFERENCE

● Will provide references upon request.

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