Operations Support and QA Specialist
Resume:
ELIZABETH ANNE PENDLEY
***** *. ********* ***** ******, Queen Creek AZ 85142
Seeking a position in business operations support in a fast paced, customer driven environment, bring the following skills and attributes:
Detailed-orientated with diverse background in customer service and operational support.
Proven ability to manage multiple assignments efficiently.
Interfaces well with others at all levels including patrons, patients, professionals, and children.
Caring and hardworking with excellent telephone, customer service and support skills.
Acknowledged for integrity and high professional standards. WORK EXPERIENCE
Operational Support Specialist, Aspen Dental, Chandler, Arizona 08/2025 – Present Provide real-time operational support to call center agents
Serve as escalation point regarding agent-related concerns and operational challenges
Monitor agent needs and ensure timely resolution of technical or procedural barriers
Investigate and resolve escalated agent-related concerns, identifying causes and improvements
Collaborate with agents during live calls to resolve customer issues
Meet personal/team qualitative and quantitative targets Quality Assurance Analyst, Aspen Dental, Chandler, Arizona 08/2019 – 08/2025 Evaluate the performance of staff and compliance with policies
Monitor and score staff calls to ensure optimal service
Quality check agent knowledge of product and policies
Create quality reports on staff for management
Assist management and trainers develop action plans for staff
Handle overflow customer calls
Scheduling Center Representative, Aspen Dental, Chandler, Arizona 01/2019 –08/2019 Liaison between Company and its current and potential customers
Manage large amounts of inbound and outbound calls in a timely manner
Identify customers’ needs, clarify information, and provide solutions
Seize opportunities to upsell products when they arise
Keep records of conversations in database in a comprehensible way
Meet personal/team qualitative and quantitative targets Coordinator-SR, Mercy Gilbert Medical Center, Gilbert, Arizona 08/2012 – 01/2019 Provided operational support functions and coordinated Cath Lab patient scheduling
Complied data, documentation, and distributed scheduled and requested reports
Prepared out-going communications and related materials
Established and accurately maintained files, database, and records
Built sustainable relationships and engaged customers by taking the extra mile HealthCare Secretary/Scheduler, Mountain Vista Medical Ctr., Mesa, AZ 03/2010 – 08/2012 Provided operational support functions, scheduled patients, and maintained records
Maintained accuracy of electronic medical records
Communicated with all parties to ensure optimum patient care
Submitted orders to request treatments, services, and diagnostic and laboratory tests
Maintained accurate records associated with the scheduling and processing of patients
Utilized automated systems to support scheduling functions in Cardiac Cath Lab
Conversed with patients by receiving and placing telephone calls
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