Quality Assurance Customer Service

SHANTILRIOUS SMITH

Atlanta GA, GA *****

470-***-**** - ***********@*****.***

PROFESSIONAL SUMMARY

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

SKILLS

Quality Assurance

Data Analysis

Mentoring and training

Issue Resolution

Quality Assurance Controls

Call Monitoring

Collaboration and communication

Customer Service

Problem-solving abilities

Active Listening

Critical Thinking

Customer Relations

Problem Resolution

Call center experience

Computer Proficiency

Conflict Resolution

Money handling abilities

Complaint Handling

Microsoft Excel

Complaint resolution

Payment Processing

Client Relations

Customer satisfaction measurement

Professional telephone demeanor

Call Center Operations

Microsoft Outlook

Scheduling

Follow-up skills

Call Management

Product Knowledge

Paperwork Processing

Appointment Scheduling

Order Processing

Team Development

Documentation

WORK HISTORY

04/2023 to Current Quality Assurance Analyst

O'Reilly Auto Parts Distribution Center – Forest Park GA Mentored and coached team members on QA topics and strategies. Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.

Reported progress, test metrics and results to project stakeholders. Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process. Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.

Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle. Fixed identified issues to improve workflows.

Assisted teammates in developing skills necessary to grasp application concepts and tool suite.

08/2021 to 04/2023 Quality Assurance Analyst

DHL Express – Forest Park, GA

Developed custom test scripts tailored specifically to each application''s unique requirements, resulting in more accurate assessments of performance capabilities. Evaluated new tools and techniques to stay current on market trends, incorporating innovative approaches into the QA process when applicable. Fixed identified issues to increase productivity and boost workflows. Examined events in application log management and monitoring tool to identify root causes for failures.

Determined server operating limits with weekly load tests. Ensured customer satisfaction by verifying that products met specifications and functioned as intended before release.

Enhanced software quality by conducting thorough testing and identifying areas for improvement.

Identified risks associated with software changes, mitigating potential issues through careful analysis and proactive communication with stakeholders. Adhered to standardized software quality assurance best practices, policies and processes.

02/2020 to 03/2023 Customer Service Representative FedEx Ground – Ellenwood, GA

Handled customer inquiries and suggestions courteously and professionally. Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Answered constant flow of customer calls with minimal wait times. Answered customer telephone calls promptly to avoid on-hold wait times. Updated account information to maintain customer records. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Offered advice and assistance to customers, paying attention to special needs or wants.

Responded to customer requests for products, services, and company information. 02/2019 to 02/2020 Customer Service Representative Walmart – Union City, GA

Answered constant flow of customer calls with minimal wait times. Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Updated account information to maintain customer records. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Answered customer telephone calls promptly to avoid on-hold wait times. Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Offered advice and assistance to customers, paying attention to special needs or wants.

Responded to customer requests for products, services, and company information. Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Developed strong product knowledge to provide informed recommendations based on individual customer needs.

EDUCATION

Expected in 05/2026 Bachelor of Science

Strayer University - Washington, DC

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