Quality Assurance & Customer Service Specialist

Suzanne Mills

Phone: 775-***-**** Email: ****************@*****.***

Objective

To obtain full-time employment as a Quality Assurance Specialist, Office assistant, Data entry and or Customer Service.

Ability Summary

● Excellent communication

● Exceptional customer service

● Teamwork and collaboration

● Problem-solving and analytical

● Attention to detail

● Monitor recorded sales calls

● Measure customer service quality

● Write reports Feedback delivery

● Customer service issue resolution

● Enhances the customer experience

Employment History

01/30/2026-04/08/2026

GOC-Temp

RHA

•Verified all incoming. documents via mail, email and walk-in.

•Scanned documents to the applicants folder.

•Verified all applicants' checklists were completed. Send out second notifications if needed.

• Sent out verifications via USPS, fax or emails.

•Made outbound calls to applicants and third parties to verify information as needed.

• Ordered supplies as needed.

08/5/2025-12/30/2025

Biller

California Sierra Express

•Verified accounts were billed correctly with the correct rates by adding or removing charges.

•Answered phones and directed the caller where needed.

•Send customers their invoices.

•Greeted customers and employees at the front desk. 02/2015 - 05/2025

QA Specialist (Quality Assurance Specialist)

Best Buy Health Reno, NV

Collected call data to generate valuable insights to predict customer trends.

•Review agents' conversations across all contact touchpoints to measure teams' performance and track customer support quality.

•Engage in customer listening to identify customer pain points and expectations.

•Drive the implementation of improved customer engagement strategies to increase agents' efficiency.

•Analyze client accounts and applications to detect inconsistencies and forward the data to the fraud investigation department.

•Monitored call and other customer interactions to ensure they meet established quality standards and provide positive customer experiences.

•Maintained accurate training records and educated new hires on company policies and procedures to ensure smooth onboarding experience.

•Facilitated orientation sessions for new hires and ongoing employee training. 7/2013-2/2015

Customer Service

GreatCall (BestBuy Health)

•Took inbound calls, approximately 90 per day.

• Accessed customer accounts and created new accounts for billing payments and placed product orders.

•Troubleshooting

•Assisted other agents.

•Assisted with onboarding new hires.

•Managed escalated calls from customers.

•Evaluated agents and provided one on one coaching. Education History

General High School Curriculum

High School Diploma

Broadway High School, CA

Occupational Licenses, Certificates and Training

08/2024 HIPAA, Best Buy Health

08/2024 Anti-Harassment, Best Buy Health

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