Telephone Survey Data Collection & QA

Clara Rivera Ortega *** Wedgewood Ave

919-***-**** Zebulon NC 27597

Summary of Professional Experience

Experienced data collection professional with vast knowledge and experience in telephone survey operations. Ensures quality of inbound/outbound calls through the daily monitoring, coaching, and feedback of staff across multiple research projects.

Professional Experience

2015 to date HR Directions (under contract to RTI), Raleigh, NC.

Data Collection Interviewer (2015 to date). Conducting telephone interviews for a variety of projects. Currently working on the National Survey on Drugs and Health. Responsible for inbound and outbound calls to complete adult, child, and teen interviews.

Quality Expert (QE) (2016 to 2019). Successfully managed multiple research projects simultaneously, assisting with data collection, training programs, and staff performance to ensure quality expectations were met. Duties included ensuring compliance with project-specific quality assurance expectations through effective monitoring and coaching of data collection staff, performance of quality control checks of data entry, supervision of quality assurance workflows while providing operational support for project supervisors.

2006-2015 Dolex Dollar Express, Raleigh, NC

Customer Service Representative. Performing money transfers to other countries and inside the US. Answering customers calls with questions about their money transfers. Check cashing.

2009-2013 Xerox, INC., Cary, NC

Customer Care and Retention Specialist. Answering customers questions about their cell phone bills. Helping customers understand internet and cell phone commands. Explaining customers and helping to fix issues with their cell phone devices.

2005-2006 Government of Mexico’s Legal Dept., Veracruz, Mexico

Legal Assistant. Assisting Attorney with different cases finding background information to help solve issues that would be presented at the court.

Selected Project Experience

National Survey on Drug Use and Health (NSDUH) (2017 to date)—Bilingual Field Interviewer Certifier. Conducted certifications for Bilingual staff (New-to-Project and Veteran FIs).

National Intimate Partner and Sexual Violence Survey, Round 3 (NISVS-3) (2016 to 2018) Quality Expert and Telephone Interviewer. Sponsored by the Centers for Disease Control and Prevention (CDC).

California Health Interview Survey (CHIS) (2015 to 2016)—Data Collection Interviewer. Sponsored by University of California, Los Angeles, in partnership with the Department of Health Care Services and the California Department of Public Health, CHIS is the largest state health survey in the U.S.

Skills and Competencies

Bilingual in Spanish

Ability to work well with others

Detail-oriented and self-motivated

Able to manage competing tasks and work under pressure

Education

A.A. Paralegal Technology, Johnston County Community College, Smithfield, NC, 2015.

Business Administration Certificate, Wake Technical Community College, Raleigh, NC, 2015.

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