Quality Assurance Team Manager

Pandora Pruse

Palm Coast, FL ***** 386-***-****

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

PROFESSIONAL

SUMMARY

Professional in engagement leadership with track record of driving successful client interactions and team collaboration. Adept at developing and implementing strategies that align with organizational goals, ensuring high levels of client satisfaction. Known for adaptability and reliability, with strong skills in strategic planning and communication.

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

SKILLS • Employee Engagement

• Cross-functional Collaboration

• Performance Tracking

• Effective Solution Development

• Precision in Task Execution

• Efficient Task Management

• Reliability

• Strong Communication Skills

• Detail-Oriented Planning

• Engaged Listening Skills

Collaborative Relationship

Development

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• Team Leadership

• Effective Sales Presentations

WORK HISTORY TELE SALES SUPERVISOR 10/2023 to CURRENT American Red Cross Work From Home

Established clear goals for team members, promoting accountability and driving results-oriented behavior.

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Analyzed call data to identify trends and opportunities for improvement in team performance.

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Monitored call quality, speed, and effectiveness of each team member and developed improvement plans to help each agent reach full potential.

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Enhanced overall telesales performance by regularly evaluating and refining call scripts, techniques, and strategies.

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Streamlined communication channels between departments, fostering a collaborative work environment for increased productivity.

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Collaborated with upper management about ways to improve customer experience and increase sales.

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Managed a team of telesales professionals, ensuring consistent performance and adherence to company policies.

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QUALITY ASSURANCE MANAGER 05/2021 to 10/2023

P P

American Red Cross Work From Home

Conducted regular audits to ensure adherence to established protocols, maintaining consistency across the organization.

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Trained team members on quality assurance principles, fostering a culture of accountability and high performance.

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Facilitated communication between departments regarding quality concerns, fostering collaboration towards shared goals.

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Enhanced product quality by implementing comprehensive QA processes and procedures.

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Conducted regular training sessions on quality assurance best practices, elevating team competency levels.

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Analyzed customer feedback to identify quality trends and areas for improvement.

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• Determined quality department standards, practices, and procedures. Applied coaching techniques and tools to support managers and team members in improving performance.

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TRAINER 05/2021 to 10/2023

American Red Cross Wok From Home

Mentored new hires, resulting in stronger staff development and increased productivity.

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Provided one-on-one mentoring to help individuals reach their full potential within the organization.

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Coached employees on best practices, providing constructive feedback to support their professional growth.

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Delivered dynamic presentations to facilitate learning and retention among diverse audiences.

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Facilitated team-building exercises to foster collaboration between department members.

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Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.

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Contributed to the retention of top talent by providing employees with the resources and support necessary to excel in their roles.

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Increased employee competency with creation of targeted skill development paths.

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Facilitated workshops on advanced communication skills, significantly improving team collaboration.

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Engaged with subject matter experts to ensure training content accuracy and relevance.

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Conducted comprehensive needs assessments for tailored training programs, enhancing employee performance.

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• Streamlined onboarding process, reducing new hire ramp-up time. Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.

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Collaborated with subject matter experts to create accurate training content.

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Enhanced trainee engagement through interactive workshops and hands-on activities.

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TRAINER 06/2019 to 05/2021

TeleTech Holdings Daytona Beach, FL

Managed recruitment, training and development for highly effective sales team.

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Developed and led group training courses to align with corporate sales and service goals.

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Collaborated with Human Resources to facilitate recruitment promotion at job fairs and other community events.

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Fostered a positive learning environment that encouraged open dialogue, collaboration, and continuous improvement among team members.

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Boosted overall customer satisfaction rates by emphasizing the importance of exceptional service during all stages of the sales process in trainings.

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Streamlined onboarding process for new hires, ensuring proper training in product knowledge, sales techniques, and company policies.

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Enhanced employee retention through ongoing coaching and mentoring for newly hired sales professionals.

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Optimized communication skills among sales staff through targeted training on active listening, empathy, and persuasion techniques.

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Contributed to the overall success of the organization by sharing best practices and collaborating with cross-functional teams on business development initiatives.

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Reinforced key messages through multiple channels including presentations, case studies, group discussions, hands-on exercises, role-plays, and interactive simulations.

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Improved overall team performance by conducting regular assessments and providing constructive feedback on individual progress.

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Mentored new hires, resulting in stronger staff development and increased productivity.

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Provided one-on-one mentoring to help individuals reach their full potential within the organization.

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Coached employees on best practices, providing constructive feedback to support their professional growth.

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Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.

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Promoted a culture of continuous learning by advocating for professional development opportunities.

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Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for staff members involved in these tasks.

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• Implemented gamification techniques in training sessions, boosting learner engagement and participation.

• Facilitated virtual, in-person and blended learning sessions.

• Analyzed and evaluated training effectiveness and program outcomes.

• Designed and delivered web-based, self-directed learning materials. TELESALES TEAM LEADER 03/2012 to 06/2019

TeleTech Holdings/American Red Cross Uniontown, PA Collaborated closely with other departments to improve cross-functional communication and support.

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Improved sales team performance by implementing effective training and coaching strategies.

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Led weekly meetings to review progress towards objectives while addressing roadblocks or challenges faced by individual agents.

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Developed strong relationships with key clients, ensuring their needs were consistently met.

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Implemented motivational incentives to drive sales team engagement and performance improvement.

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Created customized action plans for underperforming team members to help them reach their full potential in the role.

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Built camaraderie within the team by organizing events and activities that fostered a strong sense of teamwork and collaboration.

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Recruited top talent for the telesales team by conducting thorough interviews and assessing candidate fitment with company values.

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Reduced employee turnover through effective leadership practices that nurtured a positive work environment and fostered professional development opportunities.

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Optimized call scripts to maximize lead conversion rates and minimize customer objections.

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Facilitated open communication channels between upper management, peers, subordinates, resulting in better decision-making processes throughout the organization.

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Analyzed sales data to identify trends, opportunities, and areas for improvement in team performance.

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Managed daily sales operations, including staff schedules, performance reviews, and goal setting.

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Provided ongoing feedback and constructive criticism, fostering a culture of continuous learning and growth within the telesales team.

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Streamlined telesales processes for increased efficiency and higher call volume management.

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Developed extensive knowledge of products and services to better assist customers.

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Pitched products and services to potential customers, securing new deals and sales opportunities.

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