Customer Service & QA Specialist with 21+ Years Experience

BEVERLY RENAE NIX

*** **** ******, ********, ** *5570

205-***-**** ********@*****.***

PROFESSIONAL SUMMARY

Highly qualified, customer-focused professional with 21+ years of experience in customer service and quality assurance. Proven ability to handle high-volume interactions, improve service quality, and provide actionable feedback. Seeking a challenging role that allows for growth, initiative, and continued skill development. PROFESSIONAL EXPERIENCE

Aspen Dental — Customer Service Representative

03/2026 – Present

● Deliver excellent customer service by handling patient inquiries and scheduling appointments

● Manage high call volumes while consistently meeting performance and quality standards

● Maintain accurate records of customer interactions and transactions Randstad (Stride/K12) — Quality Analyst (Contract) 08/2024 – 09/2024 07/2025 – 09/2025

● Monitored and evaluated inbound and outbound customer interactions to ensure compliance with quality standards and company policies

● Provided clear, actionable feedback to agents and leadership to improve performance and customer experience

● Participated in weekly calibration sessions to ensure scoring consistency ITCON (FEMA) — Quality Analyst (Contract)

11/2024 – 10/2025

● Monitored live inbound calls weekly across agent teams

● Delivered real-time feedback on critical errors and compliance failures

● Communicated performance feedback to supervisors and agents via email Magellan Healthcare — Customer Experience Associate 10/2023 – 05/2024

● Provided high-quality support through inbound/outbound calls and email

● Assisted members with care coordination, including provider selection and behavioral health services

● Resolved benefit inquiries with strong product knowledge and professionalism Sitel/Foundever (Wall Street Journal, CashApp Taxes) — Quality Analyst 09/2018 – 07/2023

● Conducted regular call, chat, and email audits using standardized quality scorecards

● Assisted in developing and updating quality assurance processes, guidelines, and documentation

● Collaborated with supervisors and trainers to develop coaching plans and improve agent effectiveness Sitel — Customer Service Representative Level 1/2 Mentor 01/2005 – 09/2018

● Delivered professional, customer-focused support by handling inbound and outbound calls, emails, and chats

● Navigated multiple systems and applications to troubleshoot and resolve technical and account-related issues

● Trained and mentored new hires during onboarding and transition to production

● Assisted with nesting support, answering questions, and reinforcing company policies and procedures SKILLS

Active Listening • Communication • Problem Solving • Critical Thinking Time Management • Teamwork • Adaptability • Attention to Detail Quality Assurance • Coaching & Feedback • Customer Support Technical Skills:

Microsoft Office • Google Sheets • Salesforce • NICE • Five9 Ciboodle • Tantacomm • ICOMS • OLF

EDUCATION

Medical Transcription

Bevill State Community College 2010 – 2012

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