Quality Assurance Monitoring Specialist Resume
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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