Quality Assurance Customer Service
Resume:
Linda McCarthy
Greater, Concord, NH Area
**********@******.***
Linkedin.com/in/linda-mccarthy-86889091/
Dedicated, adaptable and resourceful. Performs exceptionally both independently and in team environments. Extensive customer service and administration experience within high-profile companies. Leverages a keen eye for detail and dynamic interpersonal skills to build dependable partnerships. A versatile and proven performer, who enables a company to optimize opportunities and workflow processes.
Attributes:
Leadership
Quality Assurance Management
Cross-functional team and organization coordination
Applications:
MS Office – All applications
SAP
Oracle
Sharepoint
WORK EXPERIENCE
COMPLETE STAFFING 6/15/22-1/17/25
New Hampshire EZ PASS (Cubic Corp.)
Provided monthly coaching sessions to Customer Service Representatives (CSRs)
Sent summary of coaching sessions and quality assurance (QA) report to each CSR and management.
Ran monthly reports with each CSR monthly average score in QA system.
Ran Key Performance Indicators (KPI) report in operating system and consolidated macros using Excel and finalized in MS Access.
Prepared KPI report in MS Excel with examples from the 3 Walk-in Centers in New Hampshire and mail-in centers along with telephone QAs for 100 lines of examples for the client.
ONBRAND24, Portsmouth, NH 2015-Present
Quality Control Supervisor – Client Dedicated
Encourage best practices within the call center team. Identify calls failing to meet predefined standards and resolve issues.
Implement agent training and coaching initiatives with agents.
Understand the priority of the organization and evaluate call behaviors for regulatory compliance cross-selling and adherence to policy.
Provide customer and internal compliance feedback to management.
Listen to calls recorded or live while communicating feedback.
Conduct weekly virtual meetings for call calibration to ensure core unity within the Quality Control department.
Call Center Supervisor - Pay-Per Call Clients 2013-2015
Oversaw all aspects of quality assurance including call monitoring, evaluation, and calibration scoring.
Provided coaching, training and development to contact center agents.
Educated agents, supervisors, and managers on quality assurance best practices.
Tracked and identified recurring adherence problems and sales opportunities.
Analyzed quality and performance trends. Provided recommendations for improvement.
Scheduled and facilitated recurring continuous improvement meetings.
PHILIPS HEALTHCARE, Andover, MA 2009-2012
Commercial Operations Specialist – Order Processing Department
Acted as liaison between sales representatives, clients and factory regarding purchase order acceptance and delivery.
Utilized call management skill ensuring ACD availability and ownership of customer calls.
Resolved collection issues related to order processing in a timely manner.
Analyzed and escalated issues promptly to ensure optimal customer satisfaction.
Effectively set priorities to meet commitments and established department goals.
Collaborated with the Fulfillment team to keep current on workload priorities.
Prepared and participated in the District Regional Conference calls when applicable.
Commercial Operations Specialist – Quotes Department 2008-2009
Key participant in the sales process including preparation of accurate sales quotes, regular communication with field sales partners and collaboration with Business Development team to obtain authorizations as required.
Maintained close working relationships with all departments ensuring all had appropriate information required to facilitate fast turnaround of the sales quotation process.
Ensured compliance with quality standards of business conduct and audit criteria.
Tested and piloted workflow tool to effectively transition new processes and procedures.
Participated in the UAT testing for ISite!. Represented the quoting section of the program.
RISO, INC., Danvers, MA 2001-2008
Supervisor, Service Contract Administration
Assisted with development and publication of policies and procedures to include renewal process, meter escalation, contract billing and auditing.
Oversaw day-do-day tasks of department manager. Scheduled meetings, prepared reports and prepared daily task schedules to team.
Trained and developed five contract administrators and regionalized contracts administration department.
Supervised department contract functions to ensure efficient and accurate service contract entry and timely responses to customer inquiries.
Documented and tested contract types and business processes as a key member of the Oracle CRM implementation team.
Recipient of the Employee of the Month award as well as recognitions for accountability, customer service and communication.
CONTACT EAST, INC., Danvers, MA 1999-2001
Accounts Payable Administrator
Assisted the Accounts Payable manager with analysis and reconciliation of vendor accounts.
Prepared check registers and maintained bookkeeping.
Assigned general ledger accounts to invoices, travel and entertainment vouchers.
Analyzed and reviewed vendor accounts.
EDUCATION
ENDICOTT COLLEGE, Beverly, MA
BS, Business Administration
2000
NORTH SHORE COMMUNITY COLLEGE, Danvers, MA
AS, Paralegal Studies
1992
Contact this candidate