Call Quality & Training Specialist Resume

Natalie J. Bronson

New Kensington, PA *****

■ ************.**@*****.***

Professional Summary

Highly motivated professional with experience in training small and large groups. Proven success in leveraging educational theories and methodologies to design, develop, and deliver successful training programs and integrate instructional technology to provide onsite and virtual training. Adept at organizing and facilitating management and team-building training programs and activities.

A hardworking call quality specialist focused on going above and beyond to support the team and serve clients. Trained in technical support and offering top-notch communication abilities.

Experienced Call Quality Analyst who exhibits a professional demeanor and excellent communication and interpersonal skills. Skilled at evaluating both verbal and written customer contact by agents while coaching them for success in executing superior service to customers. Able to rapidly gain product knowledge. Motivated to continue to learn and grow as a professional. Skills

Inbound/Outbound calls Customer service

Brand representation Documentation

Sales transactions Product education

Customer service excellence Problem resolution

Product and service knowledge Team building

Reporting Time management

Leadership Trainer

Strong verbal Written communication skills

Active listening Emotional intelligence

Critical thinking Problem-solving skills

Adaptable Screening for symptoms of Covid-19

Ability to interact in a non-judgmental manner with culturally diverse populations and persons experiencing a wide range of social conditions

Experience

Quality Assurance Analyst

Guidewell Connect- FloridaBlue, 09/2021 to present

● Perform call monitoring by listening to recorded calls and written communication

● Use quality monitoring data management system to compile and track performance at team and individual level

● Provide feedback to agents and team leaders

● Participate in call calibration sessions

● Evaluate inbound and outbound calls/interactions

● Make recommendations for enhancement to training materials as needed Benefits Specialist

Willis Towers Watson, 07/2021 to 09/2021

● Handle inbound calls from members with questions regarding their coverage

● Provide accurate, detailed information to help members understand their healthcare plan

● Verified and secured member’s HIPPA

● Processed requests in a timely manner

● Identified and escalated priority issues

● Remained compliant with WTW Guidelines

● Explained various benefits packages and eligibility

● Assist members in understanding how their policy works and provide necessary feedback regarding coverage and benefits

Contact Tracer/Quality Assurance Specialist/Trainer, 08/2020 to 06/2021 PA Department of Health - Remote

Contact Tracing

• Initiate prompt communication with people exposed to COVID-19 (contacts) through text, phone calls, email, and other communication platforms as necessary.

• Employ dynamic communication and interpersonal skills, cultural competency/sensitivity, tactful language, and empathetic interviewing skills to build rapport and maintain trust with contacts of varied backgrounds.

• Verify the contact’s identity during initial communications and prior to disclosing confidential information. Assure confidentiality and carry out efforts to locate and communicate with clients in a manner that preserves the confidentiality and privacy of all involved.

• Notify the contact of their exposure to COVID-19, following a script or guidance to provide COVID-19 health education. Conduct notification of exposure in a manner that maintains the confidentiality of the patient (or person who was diagnosed with COVID-19) and ensures that the identity of the contact is NOT disclosed.

• Obtain and document relevant information, including contact demographics, underlying medical conditions, and other risk factors.

• Provide approved information and guidance on quarantine procedures and what to do if symptoms develop. Coordinate referrals for testing, healthcare, and other supportive services, as needed, per local protocols

• Assess contact’s ability to safely and effectively quarantine at home, with adequate water, food, and other necessities.

Conduct daily check-ins to assess signs/symptoms via a locally designated method. Facilitate referrals for testing and medical evaluation for clients who become symptomatic. Coordinate with translators

Training

● Coordinate and conduct small group and individual training sessions based on staff and organizational learning needs.

● Lead learning enhancement classes to improve sales knowledge and people skills for workplace success and advancement.

● Routinely evaluate business training needs and adjust staff development and educational programs.

● Managed development, implementation, and continuous improvement of training programs, including ongoing learning opportunities companywide.

● Worked with corporate leadership to assess existing courses and develop programs to fill gaps.

● Delivered training in leadership, soft skills, and technical and information sessions

● Develop engaging forward-thinking training delivery methods to better engage our ever-evolving training audience

Quality Assurance

● Deliver coaching feedback to agents

● Conduct and evaluate customer feedback surveys

● Prepare management reports

● Exceptional listening and analytical skills

● Detail oriented

● Flexible

● Listened to calls either recorded live or side-by-side while communicating feedback.

● Encouraged good practices and discouraged bad ones.

● Identified calls failing to meet predefined standards and identified the problem.

● Implemented agent training and coaching initiatives.

● Understood the priority of the organization and evaluated call behaviors for regulatory compliance cross-selling and adherence to policy.

● Provided tracer feedback and internal compliance feedback to management Customer service specialist, 09/2011 to 08/2020

Full Service Network – Pittsburgh, PA

● Provided administrative support to the service department by answering phones, ordering parts, and completing repair orders.

● Engaged with customers to understand and resolve issues and answer product questions. Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor.

● Accurately prepared and processed forms to change customer service levels. Investigated concerns, communicating between departments such as sales and production to understand issues.

● Exceeded requirements in providing products and services to customers at all times.

● Responded to questions and followed up on customer interactions.

● Validated data and resolved problems related to system-generated information. Answered calls or emails from customers and assisted with special requests or resolving complaints.

● Consistently met identified team and client performance metrics, goals, and deadlines. Completed more than 185calls per day by following scripts and maintaining good call control. Promoted best practices by identifying opportunities for process improvements and initiatives.

● Continuously met or exceeded daily service quality and performance scores. Updated accounts with customers' current personal and purchasing information. Built strong knowledge of product line to assist customers in selecting products meeting highly personal needs.

● Assisted members by coordinating responses involving multiple departments and personnel. Answered customer inquiries about products and services provided and promoted installation sales and services.

● Trained and developed new team members on customer service initiatives and operational procedures.

● Wrote work orders, scheduled work, and contacted customers.

● Utilized organization's computer system to look up and record information concerning member accounts.

● Quoted prices for items desired, explained credit terms and collected credit information to qualify customers.

Retail Sales, 04/2010 to 06/2011

Aramark Corporation Heinz Field – Pittsburgh, PA

Completed multiple resets per day to keep merchandise well-organized and presentable. Minimized loss by watching for and recognizing security risks and active theft. Helped customers find desired items and sizes by closely supporting each person throughout the buying process.

Quickly connected with each customer to offer assistance and promote products. Inventoried merchandise every day and investigated discrepancies to keep an accurate count of each product type.

Maintained revenue by attracting customers with sales displays. Moved heavy boxes, containers and pallets with the use of hand trucks and pallet jacks. Consulted with customers to understand their desires and suggest the best products to meet their needs. Inbound Agent, 08/2009 to 04/2011

DialAmerica – Pittsburgh, PA

Consulted with customers to understand their desires and suggest the best products to meet their needs.

Continuously classified and filed records to keep the system efficient and all information organized.

Education

GED: Academic, Jun 2008

John A. Brashest High School - Pittsburgh, Pa

Contact this candidate