Quality Assurance Customer Service

Lisa Lagrand

** ********* **, ********** ****, MO 417-***-****

*************@*****.***

Objective

Experienced quality assurance and administrative professional with over 10 years of leadership in the vacation ownership and customer service industries. Skilled in managing compliance, optimizing administrative processes, and delivering exceptional client experiences. Proven ability to lead teams, coordinate across departments, and thrive in both on-site and remote environments. Seeking to bring strong organizational and communication skills to a dynamic, growth-focused company.

Skills and abilities

Quality Assurance & Compliance Administrative Operations Customer Service & Conflict Resolution Microsoft Office Suite (Word, Excel, Outlook) Remote Collaboration Tools (e.g., Zoom, Teams) Documentation & Reporting Team Leadership & Training

Experience

Quality Assurance Administrative Director Capital Vacations – Branson, MO June 2019 – May 2025 • Oversaw all administrative functions for the Quality Assurance department, ensuring compliance with corporate standards and regulatory requirements. • Led a team of QA representatives, providing training, performance evaluations, and ongoing support to maintain high service levels. • Developed and implemented QA policies, procedures, and documentation systems to streamline operations and improve accuracy. • Collaborated with cross-functional departments to identify quality concerns and drive resolution strategies. • Managed customer escalations with professionalism and efficiency, improving satisfaction and retention. • Maintained detailed records, audits, and reporting metrics to support continuous improvement efforts. • Played a key role in remote operations transition, helping optimize processes for virtual collaboration and productivity. Quality Assurance Agent Bluegreen Vacations – Branson, MO 2016 – 2019 • Verified contract accuracy and ensured all sales documents complied with company and legal standards. • Delivered clear ownership explanations to clients to ensure understanding and reduce cancellations. • Collaborated with sales and closing departments to resolve issues and maintain a seamless client experience. • Maintained detailed documentation, tracked pending items, and supported compliance efforts. 2019-Present

Education

Education University of Missouri – Columbia Bachelor of Arts in Communications

Business Communication Degree

You might want to include your GPA here and a brief summary of relevant coursework, awards, and honors.

communicationContact information