Quality Assurance Customer Service

TIMOTHY CANNON

469-***-**** ***************@*****.*** ROCKWALL, UNITED STATES 75032

PROFESSIONAL SUMMARY

Analyst with extensive experience in optimizing client service operations and boosting customer satisfaction. Proven ability to identify improvement areas and implement strategic solutions that enhance workflow efficiency. Strong problem-solving, critical thinking, and communication skills contribute to significant organizational growth and profitability. Committed to delivering high-quality client services that drive results.

SKILLS

CRM and Salesforce

Virtual support and call center management

Performance improvement and onboarding

Troubleshooting and technical support

Incident management and problem solving

Customer service and active listening

Network administration and SQL

Hardware support and communication

EXPERIENCE

Quality Assurance Analyst, Molina Healthcare, November 2023-June 2024 Evaluate calls for quality and compliance, enhancing team performance through feedback Analyze interactions to identify improvements, boosting staff training effectiveness Collaborate with management in sessions to align with service standards and KPIs Resolved technical issues to enhance system performance, boosting user satisfaction Executed OS installations and configurations, ensuring seamless software integration Monitored systems and networks, supporting uninterrupted organizational operations Managed daily user account tasks, ensuring system integrity and business support Resolved access issues, enhancing security and efficiency Trained new team members, boosting team capability and service continuity Integrated 57 systems into a unified portal, boosting operational efficiency Implemented a Quality Management System with analytics for service improvement Developed training programs enhancing team skills and meeting performance targets Led team to optimize workflow, resolving issues through strategic planning and assessments Ensured service quality and compliance for medical professionals and veterans through audits Enhanced employee skills via performance reviews, identifying training needs and coaching Implemented solutions for workplace challenges, fostering a productive environment Drove measurable improvements in service delivery and team efficiency Managed a team to exceed QA benchmarks with a 95%+ score, ensuring compliance with guidelines

Improved SLA performance by reducing process times to 30 days through detailed Salesforce reviews

Created an Excel scorecard to guide team goals, achieving an underwriting error rate below 2%

Senior Support Engineer, HCL America, September 2022-February 2023 Frisco

Tracked problem resolution progress with tools like Jira and ServiceNow tickets. Collaborated with development teams to report bugs and propose enhancements from customer feedback.

Conducted workflow analyses, space designs, and cost comparison assessments. Assisted in deploying new software applications and hardware systems. Identity Access Management, Capital One, December 2020-February 2022 Plano

Established security measures including identity access management and encryption keys to protect cloud data.

Configured and maintained identity access management tools such as Active Directory and LDAP.

Secured access to cloud resources through robust identity access management protocols. Deployed software solutions within secure environments using security groups and Network Access Control Lists.

Quality Assurance, EVO Payments, February 2019-September 2020 TEXAS

Conducted quality assurance checks on project deliverables to ensure compliance with standards.

Reviewed quality assurance records for equipment performance and image quality assessments.

Monitored customer feedback to identify areas for quality improvement. Participated in quality assurance reviews to maintain high-quality outputs. Customer Service Supervisor, Maximus Inc., September 2015-June 2016 TEXAS

Provided day-to-day leadership to cultivate environment that exemplified company values. Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.

Created reports on daily, weekly, monthly basis related to customer service activities. Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.

Discussed job performance problems with employees, identifying causes and issues to find solutions.

Recruited, interviewed and selected employees to fill vacant roles. Mortgage Servicing Team Manager, Bank Of America, August 2010-September 2015 Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.

Analyzed business performance data to identify areas of strength and improve areas of weakness.

Created a positive work environment by setting clear expectations and providing resources necessary for success.

Implemented strategic team objectives aligned with company goals, increasing productivity. EDUCATION

ASSOCIATES OF INFORMATION TECHNOLOGY/ BUSINESS

Information Technology, Asher College, Farmers Branch, TX June 2018 LINKS

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