Details Oriented

Objective

With more than ** years of experience as Quality Assurance Analysis and a background in agent and support training. I am looking to obtain a position with a company that will utilize my experience and professional skills to the fullest, while building a foundation to pursue a career in business and technology.

Experience

July 2004 – Dec. 2007 Web.Com Atlanta GA.

QA Specialist3

Essential duties include, Responsible for monitoring , documenting and evaluating internal and external/outbound communications(telephone, email, on-line ticket) from contact center team members. Utilized established QA processes, procedures and documentation to collect relevant and measurable data. Compile and provide weekly and monthly reports and assist in the preparation of monthly statistical reports and graphs of trends and performance. Maintain, update and recommend guidelines and processes utilized by the QA team. Works on issues of diverse scope where analysis of the situations or data requires and in-depth knowledge of organizational objectives, as well as understanding of company politics. Implements strategic policies when selecting methods, techniques, and evaluation criteria for obtaining results. Manages activities of two or more level 1 QA specialists, by coordination of activities and delegating responsibilities. Assist in training new hire techs over seas in Baguio and Manilla, Philippine, and Barranquilla, Colombia South America. Perform other job related duties as required.

Feb. 2002 – Sept. 2003 Risk Management Alternatives Atlanta GA.

Quality Analyst

Essential duties include, remotely monitor, 60-90 agents at any given

time on soft and hard collections. Create and distribute news alerts

and quality tips for featured skill items or changes in company policy.

Responsible for tracking and reporting new trends or changes on four

different portfolios. Also compiled material for quality reports,

charts and graphs for weekly Site manager meetings. Held bi-weekly

calibration sessions with client and management staff. Met with the

Department managers to discuss weekly findings for their teams or

individual agents. Conducted feedback session with agents to go over evaluations with in 24 to 48 hours. Delivered new hire presentation and assisted with coaching and development of new hire agents. FDCPA certified.

Aug. 1997 – Jan. 2002 Innotrac Corp. Duluth GA.

Sr. Quality Assurance Specialist

Essential duties include, coaching and developing representatives on a

weekly basis according to quality policy. Responsible for monitoring 30

to 45 agents at any given time, keeping an on going Excel report of

weekly, monthly and yearly scores & trends. Created job aids and

training modules for any new change in policy or equipment. Remained

knowledgeable of all account processes, procedures and changes to

facilitate effective quality assurance coverage. Responsible for

managing a team of 5 Quality Analyst. Conducted performance reviews,

coaching and development on each Analyst.

Project Coordinator/Manager

Essential duties collecting and processing payments on

both current and delinquent accounts. Provide customer service to both

inbound and outbound account holders. Coordinating schedules, training,

evaluations, payroll, interviewing, and tracking employee attendance. Conducted weekly monitors to assure quality and company policy were being adhered to. Handle escalated calls, billing inquiries (credits, debits) and mentoring of new agents.

Education

Silicon Valley, Duluth, GA

• A+ Certification

• Networking+ Certification

DeVry, Alpharetta, GA

•E Commerce

•2 years

• No Diploma

Green Valley High, Henderson, NV

High School, June 1994

Skills

A+, Network+, Microsoft Office 95/2000/2003/XP, Quicken, data

entry, detail oriented, multi-line telephone, copier, fax

machine, Nice Monitoring system, Witness Monitoring system, Rockwell

Phone Systems, Leadership Training for the 21st Century Supervisor, Call

Commander Training, ECommerce training. FDCPA certified, Oasis.

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