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Quality Assurance Monitoring Specialist Resume

Louisville, KY

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:

  • Operational analysis
  • Project Management
  • People Development
  • New Process and Product Implementation

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

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