Quality Assurance Call Center

analyst

Qualifications Profile

Highly motivated and results-oriented analyst with 19+ years of progressive experience in program administration, quality assurance, and operations management within the Defense Manpower Data Center (DMDC). Proven ability to develop and implement process improvements, resulting in measurable improvements in efficiency and customer satisfaction. Expertise in data analysis, reporting, and stakeholder collaboration, consistently exceeding service level agreements (SLAs). Familiar with military benefits, TRICARE, and Medicare programs. Proficient in various software applications, including Microsoft Office Suite, SharePoint, Access database development, and reporting tools. Working knowledge of Russian. Seeking a challenging and rewarding opportunity to leverage analytical and problem-solving skills to contribute to organizational success within the Defense Health Agency (DHA).

Summary of Relevant Experience

operations and process improvement

Led quality assurance activities in support of the DHA performance-based contract, ensuring compliance with contractual obligations.

Leveraging project management principles and knowledge of health benefit eligibility regulations, implemented process improvements that enhanced beneficiary access to information and services.

Identified and implemented process improvements within the call center operations resulting in improved reporting and steam lining processes for the Customer Service Representatives.

Developed and maintained documentation outlining DHA responsibilities, processes, and procedures.

Knowledge of organization and management concepts used to monitor program progress and to develop and implement changes as necessary to ensure the effective and efficient operation of the DHA.

Ensured the accuracy and compliance of knowledge base documentation through comprehensive review and updates. Implemented streamlined processes

Developed an Access database for quality monitoring, utilizing SQL to create complex queries that automated data analysis and reports that significantly improved accuracy and efficiency.

Contributed to the development of ServiceNow ticket templates and workflows by providing input on design and implementation, as well as participating in testing and validation to ensure usability and effectiveness.

Data Analysis and Reporting

Analyzed program performance data, including Services, Veteran Affairs, TRICARE, and Medicare utilization, and developed monthly reports for leadership highlighting key trends and recommendations for improvement.

Collaborated with stakeholders, including management and senior leaders, to develop and implement daily, monthly and historical dashboards for SLA reviews, providing real-time performance visibility and informing data-driven decision-making.

Served as the Subject Matter Expert (SME) for call center data reporting, ensuring the accuracy and relevance of information for decision-making at all levels.

Applied analytical and evaluative methods to assess call center performance, identifying key areas for improvement and implementing solutions.

Analyzed program performance data and provided reports and recommendations to management, contributing to data-driven decisions regarding resource allocation and process improvement.

stakeholder collaboration and communication

Collaborated with stakeholders, including management and senior leaders, to develop and implement daily, monthly and historical dashboards for SLA reviews, providing real-time performance visibility and informing data-driven decision-making.

Provided expert advice and assistance to DHA staff on information technology capabilities and enhancements, as well as contractual matters.

Conducted DHA briefings and tours to promote understanding of call center functions.

Communicated effectively with beneficiaries and project officers, both orally and in writing, to facilitate the dissemination of DoD health care policy.

Work History

Defense Manpower Data Center, Customer Contact Center, Seaside, CA (2006–Present)

Program and Management Analyst 2010–Present

Quality Assurance Analyst – EDS/HP 2007–2010

Analyst –Kelly Temporary Services 2006–2007

TSS Photography, San Antonio, TX

Photography Director 2005–2006

United States Air Force, Monterey, CA/Goodfellow Air Force Base, Ft, Meade, MD

Senior Airman Cryptologic Linguist Apprentice 2000–2004

ECI, Glenwood, IA

Hardware Technician 1997–2000

Education

Coursework in Mainframe Computer Programming and Accounting

Iowa Western Community College, Council Bluffs, IA

Russian Linguistics

Defense Language Institute (DLI), Monterey, CA

Professional Development

Lean Six Sigma Training

Contracting Officer Representative

Leadership Development Program

Developing Business and User Requirements

Sparx Enterprise Architect System Development

Activities

Division Representative, Combined Federal Campaign

Volunteer & foster, Humane Society of Silicon Valley

Technical Acumen

Microsoft Office Applications Adobe Photoshop E-Witness/Impact 360 Avaya/Centerview ITL4

CA Service Desk IC Business Manager Sparx Enterprise Architect System Yurbi Boxi Service Now

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