Customer Service Quality Assurance
Resume:
Ervin Kearney
Henderson, NV *****
*******@*****.***
Professional Summary
• Former LPN with over 30 years of customer service and retail experience, 15 years of healthcare experience and management, over 15 years of management experience, and 4 years of remote work experience.
• Experience with reading blueprints, SOPs, ISO 9001, and MSDS. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Remote AI Voice and Video Trainer/ AI Researcher
Freelance/Self Employed-Henderson, NV
May 2024 to Present
• Work with engineering leaders to transform research into AI capabilities to a platform.
• Evaluate text, image, and video-analysis solutions
• Craft natural, non-robotic conversational interactions.
• Monitor analytics and conversation data to keep AI systems up-to-date.
• Ensure ethical and privacy-respecting AI behavior.
• Ensuring AI responds accurately to user inputs.
• Develop conversational flows.
• Define conversation topics.
• Label training phrases and intents.
• Verify and re-annotating data.
• Conduct quality assurance checks.
Remote Personal Shopper
Instacart Shoppers/DoorDash/GrubHub-Las Vegas, NV
July 2020 to Present
• Select the most efficient routes in compliance with delivery instructions and fuel policy.
• Obtain signatures needed to complete and process all paperwork in a timely manner.
• Handle merchandise in accordance with product handling standards.
• Operate motor vehicles for a safe and efficient manner.
• Receive alerts on phone when a grocery order is received.
• Shop according to customers grocery list
• Substitute appropriate items
• Conducting an inspection of vehicle before and after trips.
• Supporting daily operations of online delivery
• Use of delivery and shopping apps to receive and accept delivery and shopping orders, track their progress, and communicate with customers.
Director of Operations
Kiana Luna Kreations-Las Vegas, NV
October 2014 to Present
• Overseeing effective operating procedures across a company
• Reviewing company documents and performance metrics
• Leading negotiations, budgeting, purchasing, and workflows
• Developing and implementing growth strategies and plans
• Identifying and resolving obstacles or bottlenecks
• Ensuring knowledge and efficiency across all operating platforms Security Officer
Catfish Bend Casino-Burlington, IA
September 2019 to February 2020
• Check identification on patrons upon entering
• Make guests aware of rules that must be adhered to.
• Remove trespassers or unwanted individuals from the property.
• Contact the relevant authorities if a crime is committed or an accident occurs.
• Report to supervisors on a regular basis.
• Record any suspicious activities to the supervisor. Mechanical/Electrical Assembler
General Electric-Burlington, IA
March 2015 to August 2017
• Reading, interpreting and following assembly drawings, diagrams, and schematics to determine component parts and assembly sequence.
• Assembling parts or units, and positioning, aligning, and fastening them to assemblies, subassemblies, or frames, using hand tools and power tools.
• Connecting cables, tubes, and wiring, according to specifications.
• Using tools to make or repair parts and products.
• Measuring parts to determine tolerances, using precision measuring instruments.
• Testing the final product for any malfunctions, reporting it to the leads, and repairing the device.
• Keeping a clean and tidy workspace and meeting all safety requirements. LPN Charge Nurse
Mississippi Valley Regional Blood Center-Burlington, IA May 2012 to March 2015
Travel to various locations and performing blood draws, labeling, processing, and transporting specimens for testing.
Set up equipment
Collect samples for analysis, operate medical equipment, ensure that specimens are properly stored and transported to the appropriate location.
Maintain accurate documentation and patient confidentiality Supervise medical staff, interact with donors, and provide excellent customer service. Assistant Store Manager
Goodwill of the Heartland-Burlington, IA
January 2010 to May 2012
• Scheduling workers
• Educating new employees
• Setting sales objectives
• Managing inventory
• Ordering merchandise
• Serving clients
• Supervising employees
LPN Charge Nurse
Cross Terrace Rehab Center-Dunedin, FL
March 2006 to January 2010
• Providing and assisting in direct patient care.
• Providing medical management of patients and performing ongoing assessments of their physical and mental health
• Explaining procedures and treatment protocols to patients and their families
• Assigning and delegating duties to non-licensed nursing staff and supervising their performance
• Assisting physicians during rounds of patients’ rooms and implementing their orders
• Admitting new residents and creating nursing care plans for them
• Monitoring patient care and environmental safety and participating in crisis management Education
LPN in Nursing
Pasco-Hernando Community College - New Port Richey, FL May 2003 to May 2005
General educational development in Computer Science Utica College of Syracuse University - Utica, NY
May 1988 to May 1990
Skills
• Quality Audits
• Nursing
• Quality Assurance
• Order Picking
• Delivery Driver Experience
• Internal Audits
• Load & Unload
• Quality Inspection
• Manufacturing
• ISO 9001
• Auditing
• SAP
• Supervising Experience
• Quality Management
• Medical Management
• Process Improvement
• Process Improvement
• Triage
• Quality Control
• Precision Measuring Instruments
• Crisis Management
• Medication Administration
• Calibration
• Pricing
• Lean Manufacturing
• Healthcare Management
• Blueprint Reading
• Communication skills
• Microsoft Office
• English
• Documentation Review
• Document Management
• Employee Orientation
• AI
Certifications and Licenses
Driver's License
Additional Information
Volunteer work
Volunteer at Ross Center for Health and Rehabilitation through Suffolk County Boy Scouts Assistant Baseball Coach at Suffolk County Police Athletic League Library Assistant at Pasco Hernando Community College Basketball Coach at Pasco County Boys and Girls Club Accomplishments
NYS Regents Diploma from Brentwood Sonderling High School with honors in Math and Art DJ at WPNR-FM (90.7 FM, "Pioneer Radio") Utica College of Syracuse University Student Radio Station Freshman Class Vice President at Utica College of Syracuse University President of the Black Student Union at Utica College of Syracuse University Co-captain of Academic Olympics at Utica College of Syracuse University Contributing artist to “Freedom” Mural at Utica College of Syracuse University Editor, writer, and comic artist for company newsletter at Lockheed Martin Corp Class President of the Pasco Hernando Community College Nursing Program
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