Quality Assurance
Resume:
Bachelor Of Arts:
Business Administration (Tourism
& Hospitality Management)
Arizona State University - W.P.
Carey School Of Business
Tempe, AZ
GPA: Cum Laude
**********@*****.***
Maricopa, AZ 85138
Skills
• Quality Assurance
• Quality Control
• Regulatory Compliance
• Process Improvement
• Root Cause Analysis
• Data Analysis
• Project Management
• Stakeholder Engagement
• Microsoft Office
• Bilingual: English & Spanish
• Relationship management
• Bilingual: English & Spanish
Education
Results-driven operations and client services professional with over 10 years of experience in customer support and issue resolution. Expertise in investigating concerns, interpreting policies, and delivering effective solutions in fast-paced environments. Skilled in de-escalating conflicts, fostering trust among diverse populations, and collaborating across departments to enhance customer outcomes. Bilingual in English and Spanish.
Kemper Auto - Quality Assurance Auditor
03/2023 - Current
Aliento Education Fund - Development Director
08/2022 - 03/2023
Newins, LLC - Field Manager
11/2021 - 08/2022
Lilian Sanchez
Summary
Experience
Investigate policy files and customer-related transactions to ensure compliance, accuracy, and adherence to company guidelines.
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Analyze incomplete or conflicting information and make recommendations based on documented findings and policy requirements.
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Identify process gaps and operational risks, providing actionable recommendations that improve consistency and customer outcomes.
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Collaborate with cross-functional teams to resolve complex issues and implement corrective actions.
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Maintain detailed documentation of findings while ensuring accuracy and compliance standards are met.
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Apply company policies objectively while balancing fairness, accuracy, and customer impact.
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Led relationship management efforts with donors, community partners, foundations, and government agencies.
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Managed sensitive communications while balancing organizational objectives and stakeholder expectations.
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Developed strategic fundraising initiatives and monitored performance metrics to improve engagement and retention.
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Collaborated with executive leadership to establish goals, budgets, and operational priorities.
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Analyzed stakeholder feedback and engagement trends to identify opportunities for improvement.
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Managed operations across eight retail locations and supported a team of 12 sales professionals.
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Aliento Education Fund - Family & Community Liaison 06/2021 - 08/2022
Newins, LLC - Sales Designated Agent
03/2020 - 11/2021
Newins, LLC - Social Media Manager
06/2018 - 03/2020
Newins, LLC - District Manager
05/2015 - 06/2018
Resolved escalated customer concerns and operational issues by gathering information, assessing options, and implementing solutions.
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Conducted performance reviews and coaching sessions focused on customer service, policy compliance, and operational consistency.
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Developed standard operating procedures and workflows to improve service quality and efficiency.
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Partnered with leadership teams to identify operational trends and implement corrective actions.
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Served as a trusted resource for individuals navigating complex application and documentation requirements.
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Guided clients through sensitive situations requiring empathy, active listening, and problem-solving skills.
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Investigated individual needs and connected families with appropriate resources and support services.
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Developed educational materials, FAQs, and process guides that improved understanding and reduced repeat inquiries.
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Partnered with community organizations and leadership teams to resolve issues and improve service delivery.
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Built trusted relationships with diverse populations while maintaining professionalism and confidentiality.
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Managed customer relationships across multiple markets while providing personalized guidance and support.
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Assisted customers in understanding products, services, and processes while ensuring a positive customer experience.
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Maintained strong business relationships and collaborated with internal teams to address customer concerns.
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Monitored performance metrics and contributed to continuous process improvement initiatives.
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Managed customer engagement across digital platforms and responded to inquiries in a timely and professional manner.
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Developed content strategies designed to improve customer engagement and brand awareness.
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Analyzed campaign performance and customer feedback to identify opportunities for improvement.
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Collaborated with internal teams to support customer acquisition and retention initiatives.
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DriveTime - Human Resources Coordinator / Recruiter 10/2013 - 05/2015
Supervised teams across multiple locations while ensuring consistent customer service and operational execution.
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Investigated operational issues and implemented solutions that improved customer satisfaction and team performance.
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Coached team members on communication, conflict resolution, and customer service best practices.
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Planned community engagement initiatives and events to strengthen customer relationships and brand awareness.
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Coordinated candidate screening and onboarding processes to ensure smooth integration of new hires.
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Collaborated with multiple departments to improve efficiency and ensure consistent execution of HR processes.
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Guided employees and candidates in navigating questions and concerns to enhance understanding of HR processes.
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Maintained accurate records and documentation to uphold compliance with company procedures.
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Contact this candidate