Quality Assurance Customer Service
Resume:
Krysten Settles
Highly accomplished professional with 15+ years of comprehensive experience in court administration, customer service, and records management. Proven expertise within the criminal justice system, including specialization in case management and quality assurance.
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Las Vegas, NV 89101
*********@*****.***
EXPERIENCE
Telus Digital, Las Vegas, Nevada — Quality Analyst August 2024 - Current position
Proactively identify and resolve 40 critical non-compliance issues through regular audits, preventing
100% of potential defects from impacting operations or customers.
● Develop and successfully implement new quality standards across operational departments, increasing in customer satisfaction/operational efficiency.
● Increased the team’s capacity for identifying and resolving quality issues through targeted training and mentorship programs for 60+ team members.
● Maintain meticulous records of hundreds of quality concerns and their resolutions, ensuring compliance and providing a robust foundation for continuous improvement efforts.
Marion County Sheriff Office, Indianapolis, Indiana — Inmate Records November 2023 - May 2024
● Maintained a critical inmate records database with 100% accuracy, directly supporting
[Department/Function, e.g., legal proceedings, inmate management] for a facility serving over 2,100 inmates.
● Facilitated seamless information exchange and coordination with [Number] Local and Federal
Judicial System departments, ensuring accurate inmate status updates and timely record retrieval for [specific outcome, e.g., court appearances, legal reviews, warrants].
● Maintained a 100% record of confidentiality in handling sensitive inmate data, building trust and protecting the privacy of individuals within the correctional
● Provided timely and accurate responses to an average of 75+ inquiries per day from staff and family members regarding inmate status, demonstrating empathy and upholding professional communication standards.
Marion County Clerk Office, Indianapolis, Indiana — Deputy Clerk February 2008 - May 2021
● Managed case processing for criminal, civil, and traffic courts: This involves overseeing the flow of cases from filing to disposition, and processing legal documents. SKILLS
Quality control system
Database management
Electronic filing
systems
Local and federal
judicial system
knowledge
Education
Continuing pursuit of
Bachelor of Science in
Criminal Justice
American
interContinental
University, Atlanta
Georgia
● Facilitated communication between courts and law enforcement agencies: This involves acting as a liaison, negotiating and resolving sensitive issues, and ensuring smooth coordination between these entities.
● Implemented electronic document management system, improving efficiency: This signifies the adoption of technology to streamline operations by digitizing records, optimizing storage, enhancing access, and potentially integrating with other systems.
● Administered municipal elections, including ballot collection and counting: This function involves the proper conduct of elections, encompassing voter and candidate registration, ballot handling, and vote tabulation, in compliance with all relevant laws
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