Quality Assurance Monitoring Specialist Resume Louisville, KY - Hire IT People

SUMMARY:

Results oriented professional with over seven years of cross - functional experience in top Five-Hundred Companies.
Proven track record of research and analyze data to increase productivity, ability to assess operational needs quickly, build teams, improve processes and operations by providing proper by creating a positive performance management driven environment.

AREAS OF EXPERTISE INCLUDE:

WORK HISTORY:

Quality Assurance Monitoring Specialist

Confidential, Louisville, KY

Responsibilities:

Identify data trends, develop programs to solve problems and assist in presenting and implementing recommendations and solutions.
Enthusiastically manage the development of teams:
Work in partnership with supervisors of various departments to provide continuous support to improve performance metric’s
Analyze, reconcile and prepare daily, monthly and year to date metrics report for assigned team-members
Facilitate calibrations with local and cross sites supervisors along with managers to ensure corporate policies, procedures and guidelines are followed.
Perform trend analysis of incoming calls to pinpoint the exceptional concerns of the team -members having issues with for proper resolutions
Monitor, evaluate and review calls for team-members to succeed in their current role using Monitoring tool Witness.

High Speed Data Specialist Lead

Confidential, Louisville, KY

Responsibilities:

Supervise and provide to employees to resolve customers’ concerns
Research, analyze and inquire customer’s complaints to resolve technical issues
Educate internal and external customers to clarify company’s policies and guidelines for better outcomes
Facilitate mentoring program to develop and nesting curriculum by to increase retention
Perform trend analysis of incoming calls to identify common issues and route those calls to the appropriate departments for proper resolutions
Perform advanced trouble shooting on connectivity, networking and firewall related issues

Confidential Data Network Analyst

Confidential, Louisville, KY

Responsibilities:

Analyze and reconcile Confidential data against clients provided data to identify missing information and take appropriate actions,
Maintain Justice Exchange/Meth Check databases to support different agencies and vendors.
Perform system-check.

High Speed Data Specialist

Confidential, Louisville, KY

Responsibilities:

Provide technical support for internet connectivity by using internal and external on-line tools
Help customers creating emails that are provided by third party vendors such as Outlook and Charter’s web based email
Resolved problems by identifying issues with correcting settings on web browsers and hardware problems by reconfiguring modem and routers
Provided support to customers to building web pages, maintained and upgraded customers' information on radius server
Microsoft Office: advance excel user, access and power point
Working experience on different reporting tools, such as Crystal Reports and SQL
Years of working experience on ICOMS and CSG billing system
Familiar with Business Objects
SPSS (statistical software to analyze and manipulate data)

Environment: Win2008, Win2004, Win2000, Win NT, Win XP, Win98, Macintosh