Operations & QA Team Lead (Remote-Friendly)

Summary

Minimum five years background in the following: Business Administration, Human Resources, Business Management, Compliance, Sales, Quality Engineer/Business Analyst and Customer Service. Searching for a position that allows work life balance or remote work

Experience in process evaluation and quality assurance within the technology and consulting sectors. Proven track record in identifying areas for improvement, training staff, and bridging communication between business and IT teams. Skilled in data analysis using SQL and Microsoft Excel, with a strong focus on enhancing operational efficiency and product quality. Skilled in dealing with client, customers and employees.

Authorized to work in the US for any employer

Work experience

Team Lead

Dollar General Lead Associate • St. Louis, MO

June 2026 to Present

• Enforced strict store opening and closing procedures as a trusted key holder, ensuring total facility security, alarm management, and operational readiness.

• Supervised and directed a team of 5 employees, delegating daily tasks, monitoring performance, and collaborating effectively with peer Team Leads, the Assistant Store Manager, and the Store Manager.

• Managed receiving operations by verifying truck deliveries, confirming rack counts, ensuring correct labeling for outgoing shipments, and processing tracking codes.

• Led daily asset protection efforts by actively monitoring the sales floor to deter high-volume theft, identifying suspicious activity, and maintaining a secure environment.

• Conducted routine inventory audits, identifying and pulling damaged or stolen merchandise to process claims and minimize store shrink.

• Executed early-morning stocking and merchandising, efficiently clearing items from u-boats to keep shelves fully stocked, organized, and recovered before opening.

• Maintained strict cash control by accurately counting cash drawers, auditing vault funds, managing additional store currency, and preparing deposits.

• Authorized point-of-sale (POS) overrides, troubleshooting register issues, and inputting secure manager codes for voids and transactions.

• Stepped in as a backup cashier during peak hours, providing fast, friendly customer service and keeping front-end wait times low. Curator

Lyrics and Laughs Interlude • St. Louis, MO

October 2024 to Present

• Conceptualized and executed live open mic events, overseeing all stages of production from venue scouting to technical setup and audio/visual management.

• Managed Run of Show logistics, ensuring seamless transitions between performers, maintaining strict time constraints, and optimizing audience flow.

• Oversaw front-of-house operations, including guest registration, cover charge collection, and venue layout to maximize capacity and safety.

• Managed end-to-end weekly talent booking, scouting and securing diverse performers to maintain a high-quality and consistent Kelby Estes-Nelson

+1-314-***-**** / *************@*****.*** / St. Louis, MO 63107 event schedule.

• Facilitated centralized artist communications by maintaining a dedicated group chat for all performers, ensuring total clarity on event rules, arrival times, and technical requirements.

• Managed pre-show artist relations, acting as the primary point of contact to resolve inquiries and align expectations prior to showtime.

• Developed a collaborative talent ecosystem, ensuring the host and performers were synchronized for a cohesive and polished audience experience.

• Designed custom digital marketing assets, producing individualized promotional flyers for every featured artist to ensure professional brand representation.

• Executed multi-channel social media campaigns across Facebook, TikTok, Instagram, and YouTube to drive event visibility and audience growth.

• Streamlined artist promotion workflows, coordinating the release of visual content and performance teasers to maximize digital engagement.

• Streamlined information flow between featured artists and the host, curating detailed artist profiles and accolades to ensure professional, high-impact stage introductions.

• Facilitated high-energy hosting and public speaking, reading the room to maintain an inclusive, safe, and engaging atmosphere for patrons.

• Demonstrated expert conflict resolution skills, de-escalating on-site issues and technical malfunctions under high-pressure live environments.

• Cultivated a recurring community of artists and patrons, leveraging interpersonal skills to build a sustainable, loyal audience base. Publisher

Kittypink LLC • St. Louis, MO

2022 to Present

• Meet with authors to discuss book concepts, creative vision, structural layouts, and formatting preferences.

• Review manuscripts thoroughly for grammatical errors, stylistic consistency, and optimal text/image placement.

• Format interior layouts to meet the exact technical specifications required for Kindle Direct Publishing (KDP) and other digital platforms.

• Assist authors with conceptualizing and creating professional, eye-catching book cover designs.

• Navigate and manage the backend KDP publishing process to successfully launch the finished copy for distribution. Customer Service

Wells Fargo • St. Louis, MO

October 2025 to April 2026

• Executed structured customer success playbooks and engagement frameworks within a high-volume, fast-paced environment to consistently drive account adoption, engagement, and retention.

• Conducted structured, high-velocity customer touchpoints, check-ins, and enablement sessions to reinforce product value and align user activity with organizational goals.

• Maintained flawless account documentation, interaction logs, and health status updates within CRM and Client Success systems

(Salesforce/Catalyst).

• Resolved high-volume customer inquiries and escalated complex technical or product challenges cross-functionally to Support and Engineering partners for rapid resolution.

• Partnered directly with internal teams, including financial advisors and SMEs, to ensure seamless execution across the entire customer lifecycle and support renewal readiness

• Assisted financial advisors with locating forms for contributions and distributions as well as guiding them through the CRM and the training materials as needed to support the client Business Analyst

Accenture Federal Services • St. Louis, MO

May 2024 to April 2025

• Evaluating current business processes and identifying potential areas for improvement.

• Gathering insights about issues that need resolving or processes that can be improved.

• Recommending organizational changes, such as new systems or procedures.

• Training and coaching staff members.

• Use tools like Microsoft Excel, SQL, Oracle, CRMs, Dbeaver, Postman, Selenium, GitHub, PostgreSQL, and Playwright to gather and process data.

• Map out current business processes using flowcharts or diagrams to visualize how tasks are performed

• Bridge the gap between business teams and IT departments, ensuring that technical solutions align with business needs

• Define testing criteria and evaluate whether the application meets the specified requirements Quality Engineer

Accenture/Accenture Federal Services • St. Louis, MO March 2022 to May 2024

• Implementing and managing quality control systems, monitoring production processes, and ensuring products meet specifications and standards.

• Designing, conducting, and documenting tests to verify product quality and performance.

• Identifying defects, analyzing root causes, and developing corrective actions to improve quality and prevent future issues.

• Creating and maintaining quality documentation, such as test procedures, quality reports, and process flow diagrams.

• Ensuring products and processes comply with relevant regulations and industry standards, such as ISO standards.

• Utilizing statistical methods to analyze data and identify trends in quality performance.

• Identifying and managing potential risks to product quality and safety.

• Working with cross-functional teams, including engineering, manufacturing, and sales, to ensure product quality. Inspecting websites

• Other skills/duties:

Creating test environments

Analyzing results and identifying the root cause of malfunctions Creating wireframes

Creating test scenarios

Peer reviews

Participate in daily stand ups and sprints

Present/demo tests

Run queries

Complete metrics report

Daily standup

Customer Service Representative

Wells Fargo • St. Louis, MO

December 2021 to March 2022

• Delivered high-quality, remote client support for self-directed investment accounts, specialized in guiding clients through IRA contributions and distribution regulations.

• Utilized complex internal knowledge databases and intranet guidelines to solve advanced account inquiries, accurately routing specialized calls to appropriate banking partners.

• Navigated multi-platform banking systems to review comprehensive financial histories, analyze account activity, and resolve client inquiries on the first contact.

• Facilitated digital banking adoption by assisting clients with online portal navigation, processing e-enrollments, and linking multiple financial accounts for streamlined management.

• Maintained strict adherence to financial compliance standards and security protocols during all remote inbound client interactions.Collaborated with cross-functional banking teams through virtual Microsoft Teams meetings to discuss performance metrics, share operational updates, and maintain a seamless remote work environment.

• Utilized Microsoft Teams and internal messaging platforms for real-time problem solving, policy updates, and peer-to-peer consulting to ensure accurate client resolution.

Human Resources Assistant Manager

Safe Hands In Home Care Service, LLC • St. Louis, MO March 2021 to November 2021

• Conducted comprehensive compliance audits of all active employee and client files, systematically identifying missing documentation to align with state healthcare regulations.

• Evaluated employee personnel records to ensure annual performance reviews, background checks, and regulatory credentials were up to date.

• Managed state-mandated monthly training programs, including compliance courses and CPR certifications, ensuring 100% staff alignment with state licensing requirements.

• Conducted regular field home visits to audit client living conditions and verify caregiver adherence to individualized client home care plans.

• Led internal investigations into timecard fraud and employee truancy, utilizing verification protocols to protect company assets and maintain accountability.

• Served as the primary point of contact for all internal employee relations, addressing human resource inquiries, grievances, and dispute resolutions.

• Acted as the direct liaison for client escalations, successfully managing and resolving complaints regarding caregiver performance or service quality.

• Facilitated the intake and enrollment process for new clients, ensuring seamless onboarding into the care facility.

• Planned and managed end-to-end recruitment, selection, and onboarding processes to maintain optimal staffing levels of qualified care professionals.

• Developed, administered, and updated internal HR policies, procedures, and employee handbooks in strict accordance with healthcare legislation and government reporting regulations.

• Monitored the performance management system, supporting annual salary reviews and executing disciplinary and exit interview processes when necessary.

• Maintained the Human Resource Information System (HRIS) and employee database to ensure secure, accurate, and confidential record-keeping.

• Overseed employee safety, welfare, and wellness initiatives, while planning engagement activities to boost staff retention and morale.

Chiropractic Assistant/Receptionist temp

SOUTHSIDE CHIROPRACTIC • St. Louis, MO

November 2020 to February 2021

• Managed front-desk operations by warmly greeting patients, managing the check-in process, and preparing physical and digital patient files for the practitioner.

• Coordinated patient flow and room allocation, preparing treatment rooms to meet clinical sanitation standards and promptly notifying the doctor of patient readiness.

• Administered passive physical modalities under clinical supervision, including the application of electrical stimulation, moist heat packs, and intersegmental traction therapy.

• Assisted in post-treatment clinical protocols by safely removing acupuncture needles and sanitizing treatment areas immediately following patient discharge.

• Executed end-of-day financial reporting, processing patient payments via cash, check, money order, and credit, while generating and balancing credit card batch reports.

• Scheduled, confirmed, and managed appointments for new and existing patients utilizing the clinic’s scheduling software to maximize daily patient volume.

• Reviewed clinical SOAP notes for accuracy, requested and faxed medical records, and maintained strict patient confidentiality in compliance with HIPAA regulations.

• Served as a primary point of contact for patient inquiries, handling phone lines, explaining account charges, and managing patient account files.

Enumerator (Temporary)

U.S. Census Bureau • St. Louis, MO

August 2020 to September 2020

• Chart out plans to visit residents of a specified city

• Conduct an extensive and thorough visual survey of areas that need to be covered during the census taking the procedure

• Contact people through telephone, email and in-person to obtain pertinent data

• Physically travel to residents’ homes to interview them

• Ask questions pertaining to name, age, religious preference and state of residency

• Explain the objectives of surveys and their procedures to people who are to be interviewed

• Interpret interview questions to assist people in understanding them and providing eloquent answers

• Assist people in filling out survey forms and explaining items on survey forms

• Double-check information on survey forms or information pads to ensure the accuracy of information

• Identify and report any issues that may arise while attempting to obtain valid data

• Compile, record and code information derived from specified forms into a predefined database

• Ensure that the supervisor is kept abreast of completed assignments and progress

• Analyze the authenticity of the information provided by ensuring direct contact with each family member within a family

• Ensure that repeat visits are performed in case a family member is not present in the first instance Customer Service Representative

Xcelops • Belleville, IL

June 2019 to August 2020

• Formulated optimized daily transit plans and mapping strategies to systematically cover specified municipal sectors for data collection.

• Executed door-to-door field operations, physically traveling to residential properties to conduct structured interviews utilizing an official agency tablet.

• Educated the public on the objectives, legal mandates, and confidentiality procedures of the census to build trust and encourage participation.

• Guided respondents through complex demographic questions, interpreting survey items to facilitate accurate and complete data submission.

• Verified the accuracy and authenticity of gathered data by interviewing individual family members and cross-checking recorded entries.

• Managed a persistent follow-up strategy, conducting targeted telephone, email, and repeat physical site visits to capture data from absent residents.

• Compiled, coded, and synchronized field data into the secure federal database via a mobile tablet interface, maintaining high data integrity.

• Identified and escalated field challenges, discrepancies, or safety issues to agency leadership to ensure swift problem resolution.

• Maintained real-time communication with field supervisors, providing detailed progress reports and tracking metrics on completed assignments.

Children's Program Coordinator/ Business Manager

Gateway 180 Homelessness • St. Louis, MO

November 2014 to February 2017

• Managed and executed comprehensive daily respite care programs for youth residing in a transitional housing facility, catering to early childhood (ages 0–4) and school-age demographics (ages 5–18).

• Developed and implemented early-education curricula focusing on fundamental literacy, writing, cognitive development, and basic numeracy for toddlers and preschoolers.

• Facilitated afternoon academic support and homework tutoring sessions for school-age youth to ensure educational continuity and grade-level advancement.

• Designed targeted group activities incorporating behavioral analysis and therapeutic engagement to support children navigating the trauma of homelessness.

• Recruited, vetted, and coordinated community volunteers to facilitate enriching extracurricular programming, including field trips, art therapy, dance, and creative workshops

• Business Assistant Manager (Promoted)

• Earned a promotion to oversee comprehensive human resources, business administration, and operational workflows for the organization.

• Managed end-to-end HR compliance, ensuring organizational alignment with strict local, state, and federal government regulations and non-profit labor standards.

• Directed the onboarding, credential verification, and compliance training programs for all incoming staff and organizational personnel.

• Executed full-cycle payroll administration, tracking employee hours, maintaining compensation records, and ensuring accurate, timely financial disbursements.

• Oversaw vendor management and procurement operations, attending network events, analyzing vendor quotes, negotiating service contracts, and selecting cost-effective suppliers.

• Served as the primary technical point of contact, managing the installation, configuration, and troubleshooting of corporate software platforms and hardware infrastructure.

Education

Full Stack Web Development (Software Programming)

SavvyCoders • St. Louis, MO

November 2021 to January 2022

Business Administration (B.S.)

Harris Stowe State University • St. Louis, MO

2004 to 2009

Skills

Awards

Going above and beyond Rebecca Davis Wells Fargo

2026

I was awarded for reaching out to financial advisors to make sure that they had all the information needed to assist the client. If we disconnected and I found out more information after the call, I would still follow up with an email or a chat to provide them the new information which would often include links and examples. Rebecca felt I was going above and beyond and acknowledge that. Improved Compliance at Wells Fargo Rebecca Davis

2026

I received an award for calling to attention discrepancies in the transfer and call procedure. I was able to document and provide examples to management. Management took those examples seriously and retrained employees who were not doing the process correctly.

Generative AI for Business Leaders

April 2025

Using artificial intelligence for business.

Most Improved Compliance

2013

Most improved on taking complaints at United Health Care PDP New Hire wall of fame

August 2012

Management Interviewing Web design Test automation Billing Test cases Google Docs Training & Development Clerical Outlook Kanban Microsoft office Accounts Payable Data Entry Salesforce Profit & Loss Performance Management Filing Business Development Marketing Cold Calling UAT Scheduling Time Management Cashier Bookkeeping Business analysis Microsoft Excel SQL Web development Data analysis skills Office Management Event Planning Merchandising Payroll Software testing Ordering Customer Support Agile Accounts Receivable Microsoft Word CSS Recruiting Trello Call Center Java User Interface (UI) Pallet Jack receptionist Sales Management Excel Customer Care Project management Order Processing Organizational Skills Team Work HTML5 Financial Report Writing word Pricing Working with students Human Resources CRM Software Inventory Management Powerpoint Problem-solving Scrum JavaScript Jira Analytics Accounting Research Administrative Assistant Account Management Stocking Appointment Scheduling Git Oracle Writing skills Analysis skills Test scripts Fax Conflict Management Scripting Medical Terminology Defect Curriculum development Github Quickbooks Customer service Most achieved new hire and Top Performer at United Health Care Generalist

May 2011

The National Personnel Records Center confers this certificate in recognition of your expertise as demonstrated by successful completion of the GS-5 competency series.

Speech and Theatre Award

2008

Given by Ms. Beverly Brennan

I performed in a lead role in a play at Harris Stowe State University. I was provided the scholarship as an award for doing a great job in that role.

Miss Junior

2007

Homecoming Court at Harris Stowe State University

Certifications

Unconscious Bias

April 2025 to Present

Recognizing unconscious bias and navigating towards a more inclusive environment Writing a Business Report

December 2024 to Present

A course for business writing

Driver's License

Food safety

December 2014

Costco

Substitute Teacher

February 2021 to February 2025

CPR Certification

April 2021 to April 2023

Life Accident and Health Insurance Producer

July 2015 to July 2016

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