Quality Assurance Customer Service
Resume:
CHRISTAL F. STATUM
Quality Assurance/Customer Service Manager
***********@*****.***
Atlanta, GA.
Professional Summary
Quality assurance professional with experience ensuring customer service and product excellence. Experience in the Hotel and Hospitality industry. Focused on team collaboration and achieving outcomes, consistently adapting to changing needs. I am skilled in testing productivity, administrative tasks, defect tracking, and process improvement. Known for reliability and systematic approach to problem-solving.
education
MS / Norfolk State University, Norfolk, VA.
Master of Science in Criminal Justice/Sociology with a concentration in Juvenile Justice
BS / Virginia Wesleyan College, Norfolk, VA.
Criminal Justice/Sociology
experience:
Quality Assurance Assistant/DOMA Technologies-Department of Veterans Affairs (Remote)
April 2023-Present
Maintained accurate records of inspection results, ensuring traceability and compliance with internal and external standards.
Participated in ongoing professional development opportunities, staying up to date on changes within the field of quality assurance to better serve company objectives.
Generated quality control reports for Customer Service Representatives to identify and communicate patterns.
Helped with customer complaint investigations to improve quality and Intake processes.
Assessed quality of finished products with careful inspections.
Examined incoming medical records and compared to documentation for accuracy and quality.
Customer Experience Advocate/Carvana
August 2022-March 2023
Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
Maintained up-to-date knowledge of product and service changes.
Increased customer retention by offering personalized solutions and building rapport through empathetic listening in the car purchasing process.
Closing Task Manager/DOMA Technologies
May 2017- August 2022
Managed the daily operations of the department by coordinating resources, setting team goals, monitoring performance, and ensuring project deliverables are achieved on time
Responsible for all aspects of Closing team management for 25+ Claim Support Representatives which included (time keeping management, scheduling, disciplinary issues, training, quality, productivity, etc.)
Obtained NACI and Security Clearance
Improved team collaboration with regular communication and status updates, leading to increased productivity.
Analyzed project performance data to identify areas of improvement in the Closing Task.
Scheduled and facilitated meetings between Task Manager and Leads to discuss productivity, quality, schedules and conflicts.
Front Desk Night Supervisor/Courtyard Marriott
May 2012- April 2017
Prepared revenue PACE reports, weekly budget forecasts, assignments, group analysis statistics, room rate revenue, and guest response surveys for Assistant General Manager and Front Office Manager
Utilized problem-solving skills to resolve discrepancies in billing or reservations for improved customer satisfaction.
Coordinated with daytime supervisors to relay pertinent information about guest requests or incidents that occurred during the night shift.
Processed check-ins and check-outs, created reservations, and processed special requests.
Provided exceptional customer service through prompt communication via phone calls, emails, or face-to-face interactions.
Benefit Enrollment Specialist/Xerox Company
January 2010-March 2012
Aided professionals in enrolling for medical and vision benefits, ensuring a smooth onboarding experience.
Introduced Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to enhance employee financial wellness.
Offered expert guidance on beneficiaries and life insurance options, fostering informed decision-making.
Counseled employees on Long-Term Disability (LTD) and Short-Term Disability (STD) benefits, improving overall employee satisfaction.
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