Learning & Quality Assurance Specialist with Logistics Experience

PROFESSIONAL EXPERIENCE

Conduent - Learning Specialist III, LRL (Remote) 2024-Present

Under Contract: Eli Lilly

-Lead advanced training and quality-focused performance development for the Lilly program, ensuring accuracy, compliance, and consistency across all learner groups.

-Conduct quality reviews of trainee documentation, system navigation, and communication to ensurealignment with SOPs, program standards, and client expectations.

-Facilitate virtual instructor-led training (VILT), targeted coaching, and workflow reinforcement for new hiresand tenured staff.

-Develop and maintain SOPs, job aids, and process documentation that strengthen accuracy, reduce errors,and support operational consistency.

-Monitor learner progress, identify performance gaps, and deliver corrective coaching to improve quality,communication, and multi-system proficiency.

-Partner with leadership, QA teams, and cross-functional stakeholders to ensure training aligns with Lilly'scompliance, quality, and service delivery requirements.

-Support multi-system navigation training with emphasis on precision, documentation integrity, andpatient-impacting accuracy.

Dagger Transportation - Logistics & Dispatch Coordinator / Co-Owner (Remote) 2019-2024

-Oversaw real-time logistics operations, documentation accuracy, and compliance across multi-statetransportation workflows.

-Monitored service quality, resolved escalations, and ensured timely, compliant delivery operations.

-Implemented quality checks that reduced documentation errors and improved communication betweendrivers, clients, and dispatch.

-Managed scheduling, route optimization, and communication workflows in a high-volume, accuracy-drivenenvironment.

Hilton Worldwide - Customer Care & Support Roles (Remote & On-Site) 2010-2019

-Delivered high-accuracy, high-volume support in a metrics-driven environment.

-Maintained strict adherence to quality standards, documentation requirements, and service-levelexpectations.

-Recognized for consistency, reliability, and exceptional guest experience outcomes.

-Supported multi-system navigation, issue resolution, and real-time problem-solving across diverse customerneeds.

CORE COMPETENCIES

-Quality Assurance & Documentation Review

-Compliance Monitoring (HIPAA, SOP Adherence)

-Accuracy Auditing & Error Trend Analysis

-Remote Workflow Management

-Multi-System Navigation & Data Integrity

-Training, Coaching & Performance Support

-Root Cause Identification & Process Improvement

-Healthcare Operations & Patient-Facing Support

-Cross-Functional Communication

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