Quality Assurance Customer Service

**:**

LORNA

FISCINA

REMOTE CUSTOMER

ISI WVA [el = Or Olt 13

QA/HEALTHCARE

CONTACT

@ 480-***-**** ********@*****.***

© scottsdale, az 85250

aR)

Workforce management

Multitasking

Effective coaching

Excellent communication

Time management

Active listening

Cross-functional collaboration

Customer service

Strong leadership

Selling DME and Anti-Aging

Products

Several phases of Healthcare

00 ‘a oa

PROFESSIONAL SUMMARY

Proven leader in workforce management and a knack for

emotional intelligence. Excelled in elevating team performance

and customer service standards through Feedback from

recorded calls under the title of Quality Assurance.

Organized professional skills in developing sales strategies.

Proven ability to exceed sales quotas with DME, Healthcare and

Anti-Aging products and build and maintain relationships with

customers. Highly organized and detail-oriented with the ability

to prioritize tasks and work independently in a fast-paced

environment.

EXPERIENCE

November 2010 - May 2024

Contact Center Outsourcing

Emerging Global, Inc. (EGS), Phoenix, Arizona

During my 13.5 year tenure I worked for many large companies via EGS

Global, Inc.

Perfect Serve. - Healthcare/Quality Assurance

Medline - Healthcare/ Quality Assurance

A Place For Mom. - CSR/Quality Assurance

Advantage Rent-A-Car. - Quality Assurance

Caring.com. - CSR

Elderluxe. - DME Sales/CSR

Provided Supervisors with Feedback to coach agents with correct protocol

Ensured compliance with established quality assurance standards for all

agents' calls.

Developed strategies to increase efficiency

Collaborated closely with other departments within the organization to

resolve complex Agent issues quickly

Adhered to company policies regarding data security and confidentiality

while handling sensitive information from customers. Guarded against

HIPAA Violation

REFERENCES

References available upon request

Contact this candidate