Quality Assurance Support Analyst
Resume:
AARON SHERROD
*** *. ******* **** *****, Mesa AZ 85210 ·
Driven and dedicated Quality Assurance Support Analyst with a proven track record of loyalty, motivation, and experience seeking employment opportunities that offer recognition and rewards for exceptional performance. I aim to thrive in a challenging environment that provides clear direction for success in my role. Additionally, I aspire to contribute to the development of other opportunities within the company, leveraging my knowledge and experience for the collective benefit of the organization and its colleagues.
EXPERIENCE
MEDIMPACT HEALTHCARE SYSTEMS – PHARMACY CLAIMS COORDINATOR – APRIL 2024 – CURRENT
• RESPOND TO INBOUND CALLS AND EMAILS FROM MEMBERS, PHARMACIES AND HOSPITAL STAFF, ADDRESSING INQUIRIES RELATED TO BENEFITS, COVERAGE, AND COMMERCIAL MEDICAID/MEDICARE PART D PHARMACEUTICAL CLAIMS.
• PROVIDE ACCURATE AND TIMELY INFORMATION REGARDING PRESCRIPTION DRUG BENEFITS, FORMULARIES, AND PHARMACY SERVICES
Assist members in resolving issues related to claims, prescriptions, and pharmacy network access.
• Process member enrollment and update account information, ensuring data accuracy and compliance with policies.
• Educate members on how to use their pharmacy benefits effectively and navigate the MedImpact
portal.
• Resolve escalated issues and concerns in a professional and efficient manner, providing resolutions that align with company policies.
• Document member interactions and maintain detailed records of inquiries, issues, and resolutions.
• Coordinate with other departments, such as claims and pharmacy support, to resolve complex issues.
• Maintain knowledge of industry trends, updates to drug formularies, and MedImpact systems to deliver accurate support.
• Follow up with members to ensure satisfactory resolution of issues and ensure continuous support.
Circle K Corporate – Customer Care Escalations Loyalty Dept – Hybrid – October 2023 – March 2024
• Provided comprehensive support to customers via phone and email, addressing inquiries and escalations to resolve issues ranging from routine to complex.
• Effectively managed a high volume of customer cases, consistently exceeding performance targets by completing over 65 cases daily.
• Collaborated within a dynamic team environment, fostering mutual support and cooperation to ensure seamless day-to-day operations.
• Developed and implemented standardized email templates for customer and corporate communications, optimizing efficiency and consistency in customer interactions.
• Conducted thorough research and task administration across multiple platforms, demonstrating adaptability and proficiency in diverse software environments.
• Demonstrated strong remote work ethic and professionalism while operating from a home office, maintaining requisite equipment and connectivity standards. Cognizant North America – Quality Assurance Auditor / Process Improvement Specialist – Partially Remote - April 19, 2021 – October 2023
• Conducted remote/onsite quality assurance audits and process improvement initiatives, ensuring adherence to established standards and enhancing customer service performance.
• Prepared comprehensive audit reports for management review, identifying areas for improvement and driving strategic decision-making processes.
*Ability to provide feedback and coaching to Call Center Representatives to improve their performance while maintaining a positive team environment and culture
• Delivered constructive feedback to team members with clarity and professionalism, fostering continuous improvement and excellence.
• Played a key role in developing and implementing quality control procedures, contributing to enhanced operational efficiency and service excellence.
• Provided training and coaching on quality processes and procedures, including onboarding and refresher training, to support continuous learning and development.
• Implemented robust documentation processes to track call quality, efficiency, and effectiveness metrics, facilitating data-driven decision-making and performance evaluation.
*Ability to interpret data from call recordings, customer feedback, and quality monitoring software to identify trends and areas for improvement
• Collaborated with cross-functional teams to address special projects and initiatives, leveraging analytical insights to drive strategic improvements.
Covid – Collecting Pandemic Employment Insurance - July 2020 – April 20, 2021
•Transitioned smoothly from previous role due to company closure resulting from the covid-19 pandemic, responsibly managing pandemic employment insurance benefits. 24-7 Intouch/Hyundai of America/Quality Assurance Auditor - November 2019 – July 2020
• Conducted remote/onsite quality assurance audits, maintaining companywide customer service standards, and ensuring adherence to policies and procedures.
• Provided targeted coaching and feedback to team leaders and agents, driving performance improvements and alignment with key metrics.
• Played a pivotal role in scheduling and conducting calibration audits, fostering alignment and consistency across quality assurance processes.
• Demonstrated proficiency in utilizing software tools and platforms to track quality metrics and outcomes, ensuring transparency and accountability. 2
24-7 Intouch // Nike Corporate Representative - November 2018 - November- 2019
• Provided expert assistance to corporate clients, addressing inquiries, and providing guidance on sponsorship, donations, and product-related matters for Nike.
• Developed and delivered training curriculum for new-hire corporate training programs, contributing to enhanced team proficiency and performance.
• Maintained up-to-date knowledge of Nike competitors' policies and programs, supporting informed decision-making and strategic planning initiatives.
• Ensured adherence to established quality processes and procedures, driving consistency and excellence in service delivery.
24-7 Intouch/Instacart/Quality Assurance Auditor - October 2017 - November 2018
• Conducted quality assurance audits to maintain company call center standards and ensure compliance with policies and procedures.
• Provided coaching to team leaders to identify performance trends and implement targeted improvements, enhancing overall service quality and efficiency.
• Analyzed quality data and performance trends, providing recommendations for continuous improvement and alignment with organizational goals.
24-7 Intouch /Home Advisor/Quality Assurance Auditor - October 2016 – October 2017
• Promoted to quality assurance auditor within 9 months, demonstrating exceptional performance and dedication to excellence.
• Managed audits for a large team of employees, ensuring adherence to company standards and facilitating performance improvement initiatives.
• Facilitated effective communication with clients to maintain alignment with companywide standards and objectives.
Verizon Wireless/ Brand Ambassador - August 2014 -August 2014
• Provided personalized assistance to customers, promoting Verizon wireless products and services, and resolving technical issues with professionalism and efficiency.
• Maintained accurate customer account information and facilitated account setup processes, ensuring a seamless customer experience.
EDUCATION
Oberlin High School / High School Diploma Oberlin, OH 1999 SKILLS
● Quality Audits
● Software Troubleshooting
● Technical Network Support
● Courteous, professional demeanor
● Proficient in the use of call recording and
quality monitoring platforms
● Experienced in CRM systems, Salesforce,
Zendesk, Five9, Talk Desk, Live Agent,
● Strong Organizational Skills
● Team Player
● Contributed to Company Success
● Ability to prioritize workload to
effectively meet established deadlines.
● Sound judgement and decision-making
skills.
● Ability to adapt to frequent change.
● Confidentiality
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Avaya, Score Buddy, Genesis, and other
systems.
● Computer Networking
● 10 key Data Entry
● Alpha Numeric Categorization
● Attentive to Detail
● Collaboration
● LEAN Six Sigma Certification (White
Belt)
ABILITIES:
● Professional Customer Service Recognition Award at 24/7Intouch
● Managing teams and working with a group of 10+ agents
● Skilled in the customer service technique of conflict de-escalation and resolution
● Demonstrates a depth and breadth of knowledge / skills in own area and is often able to apply this outside of own function.
● Knowledge of key performance indicators, such as Calls Per Day (CPD), Average Handle Time
(AHT), Quality Assurance Scores (QAS), First Call Resolution (FCR), and Voice of the Customer
(VOC)
● Knowledge of call center workflows, escalation procedures, and agency roles
● Knowledge of principles and processes for providing customer and personal services
● Conducts internal and external calibration sessions, trains teams and identifies training opportunities based on auditing the auditor results. REFERENCE
● Will provide references upon request.
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