Quality Assurance Customer Service

CRYSTAL JONES

*** ******* ***** ** ** #***-***, Atlanta, GA 30342

770-***-**** ***************@*****.***

www.linkedin.com/in/crystal-jones-239a8011a

Professional Summary

Dependable and results-driven customer service leader with 10+ years of experience in call centers, quality assurance, and healthcare support. Proven ability to resolve issues efficiently, improve team performance, and exceed customer satisfaction goals. Skilled in remote team management, process improvement, and delivering coaching that drives measurable results.

Core Competencies

Customer Support Remote Team Leadership Quality Assurance Coaching & Development

Service Metrics & KPIs Escalation Management Salesforce Zendesk Time Management Microsoft 365

Professional Experience

Wipro Technologies – Atlanta, GA

Quality Assurance Analyst Jun 2023 – Nov 2024

Reviewed 50+ customer interactions weekly; ensured 100% compliance with client expectations.

Delivered targeted feedback that improved agent performance by 15%.

Collaborated on calibration sessions to align scoring with client standards.

Tracked quality trends using custom-built Excel dashboards.

Hexaware Technologies – Atlanta, GA

Quality Analyst Team Lead Nov 2022 – Jun 2023

Supervised 4 analysts reviewing 60+ reps; improved audit accuracy by 25%.

Introduced weekly reporting structure that reduced coaching time by 30%.

Led calibration sessions to unify quality standards across departments.

Product Support Team Leader Mar 2022 – Nov 2022

Managed 20 virtual specialists; reduced resolution time by 20%.

Created documentation hub that increased self-service usage by 40%.

Delivered 1:1 coaching that boosted customer satisfaction scores by 18%.

Village Medical – Houston, TX

Call Center Supervisor Jul 2020 – Mar 2022

Led 20 remote agents; maintained a 98% schedule adherence rate.

Developed Wiki for SOPs and call guides, reducing new hire ramp-up time by 2 weeks.

Handled patient escalations with a 95% issue resolution rate.

Quality Analyst Apr 2020 – Jul 2020

Conducted 60+ audits weekly; identified training gaps that reduced repeat calls by 12%.

Updated QA processes to align with evolving workflows.

Optum – Houston, TX

Business Process Analyst Oct 2018 – Jan 2020

Mapped and optimized service workflows, increasing efficiency by 22%.

Partnered with teams to launch new procedures with minimal disruption.

Behavioral Health Supervisor Dec 2014 – Sep 2021

Managed 25 agents; boosted department’s customer satisfaction score by 10%.

Served as acting site lead, ensuring continuity and issue resolution.

Education

Columbus Technical College – Certificates: Computer Networking & Engineering Graphics

Columbus State University – Coursework in Special Education

Hardaway High School – High School Diploma

Certifications & Tools

Six Sigma Yellow Belt Kaizen Methodology

Salesforce Amazon Connect Microsoft 365 Qualtrics Analytics Tools

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