Quality Assurance Customer Service
Resume:
Justin Rojhani
***************@*****.*** 689-***-**** Sanford, FL. 32771
Professional Summary
Certified Recovery Advisor versed in leveraging tactful and diplomatic communication to build rapport. Focused on fostering welcoming environments to foster development of life skills and healthy coping mechanisms. Successful at modeling behaviors, educating individuals, and motivating change. Accomplished customer service and Search Engine Evaluator professional possessing superior interpersonal and communication skills with a strict attention to detail. Determined Quality Assurance Specialist with dedication to quality and accuracy. Familiar with handling multiple projects in highly competitive environments. Solid interpersonal and collaboration skills. Experienced with over 5 years of experience in resolving problems and improvingcustomersatisfaction.
Skills
Quality reporting
Operating recording equipment
Audio editing and synthesis
Social Support
Resource Prioritization
Coping Mechanisms
Digital sound editing
Inbound and Outbound Calling
Self-Help Education
Work Experience Programs
Logo design
Visual design
Website Graphics
Mental Illness Treatment
Course Counseling
Peer Interaction
Digital Graphics
Graphic design
Group Activities
Peer Coaching
Professional Experience
Agent Support Specialist LPT 06/2023- Current
ensuring agents receive timely support and guidance,
Managed and addressed inbound phone inquiries promptly and professionally.
Proactively addressed and resolved agent issues raised through tickets and other feedback mechanisms.
Efficiently set up systems for new agents and provide comprehensive walkthroughs to ensure they are comfortable and confident.
Conducted orientation sessions for newcomers using Zoom, ensuring they feel integrated into our team from day one.
Ensured agent profiles were comprehensive and up-to-date, gathering any missing information that was needed.
CRA - Certified Recovery Advisor- Aware 05/2023 - Current Deliver Aware Recovery Care’s 52-In-Home-Addiction Treatment (IHAT) program and meet the client “where they are”.
Collaborate with the Addiction Treatment team to coordinate customized client care. Manage a caseload of clients and schedule appointments. Offer support through both phone and in-person appointments as necessary. Submit clinical documentation on time to our Electronic Medical Records (EMR) system. Work across departments responsible for all client support. Offer personal experience and guidance through early and continued recovery. Take part in case review, supervision, and continuing education. Mentor/shadow new employees.
Quality Assurance Specialist Sights On Service Inc 01/2022 - Current Recorded findings of inspection process, collaborating with quality team to implement corrective actions
Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
Created and collaborated in implementation and maintenance of customer complaint log Updated inspection journals and daily summary logs with quality-related data Performed standard first article inspections and random sampling inspections to verify adherence to customer standards
Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
Search Engine Evaluator LionBridge 02/2019 - 04/2020 Participated in confidential search engine evaluating tasks for Companies such as Bing and Google
Required quick reading and problem-solving skills in order to complete tasks on time Required me to log my own hours and be independent Independently contracted as an entrepreneur
Gained strong computer skills such as troubleshooting, efficient web surfing, and efficient typing Required communication via email, creating my own invoices, and learning new software Evaluated relevance of search engine results.
Quality Assurance Specialist Sights On Service Inc 01/2022 - Current Recorded findings of the inspection process, collaborating with a quality team to implement corrective actions
Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
Created and collaborated in implementation and maintenance of customer complaint log Updated inspection journals and daily summary logs with quality-related data Performed standard first article inspections and random sampling inspections to verify adherence to customer standards
Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
Search Engine Evaluator LionBridge 02/2019 - 04/2020 Participated in confidential search engine evaluating tasks for Companies such as Bing and Google
Required quick reading and problem-solving skills in order to complete tasks on time Required me to log my own hours and be independent Independently contracted as an entrepreneur
Gained strong computer skills such as troubleshooting, efficient web surfing, and efficient typing Required communication via email, creating my own invoices, and learning new software Evaluated relevance of search engine results.
Search Engine Evaluator Appen Connect 04/2015 - 03/2020 Perform rating tasks on, search engine results
Help to improve the quality of one of the largest search engines in the world Working for some of the largest global providers, such as Google, Yahoo and Microsoft, my position involved guaranteeing that your search results
User intent was the focus of the work and I constantly improved my performance, eventually gaining a near perfect record with the company
Primary Duties Rate websites based on predetermined guidelines for quality and relevance Internet Research Transcription
Conduct research, evaluation and feedback on search engine results. Support Supervisor Redistart 01/2011 - 01/2015
Supported with the project deliverable and monitored status of tasks Supported multiple projects; generated new clientele. Promotional systems; Retail Partners Promotional System
Reduced the cost of business operations by introducing the use of outsourcing firms Provided feedback on which key assets are most effective in providing the user with the appropriate information with regards to the query they typed in Business Consultant My Rezults Hair Inc 01/2008 - 12/2012 Successfully consolidated and streamlined business operations Led Business teams to test new processes, anticipate crises and provide contingency solutions Increased Product Quality by over 25% using a cross-functional customer feedback system, to be analyzed for product Quality improvements;
Introducing web-based project management tools for managing outsourcing firms and tracking project details
Assisted with shipping and receiving products in a timely matter; along with tracking shipments through various suppliers and vendors
Introduced and led marketing/advertising campaigns through various marketing techniques; Along with assisting with vendor contract acquisitions.
Pre-Deployment Assistant 01/2004 - 01/2008
Mojave Vipers Military Training Program
Reviewed and edited correspondence prior to release and submission for signature Logged and filed classified documents
Received and implemented combat orders and directed deployment of personnel in offensive, defensive and retrograde operations
Supervised location, construction and concealment of infantry positions and equipment Located and disabled (IEDs).Coordinated operations with armor, artillery and air support units Coordinated the fielding of all new equipment
Trained hundreds of peers and subordinates on operations and measles Implemented an inspection program used by many organizations to confirm operating procedure compliance
Developed and maintained the unit's daily personnel accountability report for 60+ soldiers Education
CRPS - Certified Recovery Peer Specialist- Addiction Recovery CRA- Certified Recovery Advisor- Addiction Recovery Certification in Acoustics Engineer- Foundational concepts in digital theory, computer operating of music- recording technology with attention to its history, innovations, and effects on the recording process, specifically the sonic quality of recorded music. Explore philosophical and current issues related to the music andentertainmentindustries.
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