Quality Specialist Resume
4.00/5 (Submit Your Rating)
Groveport, OH
SUMMARY:
- Experienced Technical Writer with immense capability for developing and procedural manuals.
- Strong background in creating curriculum, e - learning modules, continuing classes.
- Passionate about streamlining programs and developing new ways to introduce materials.
- Trained over 25 New Hire classes
- Trained soft skills, product, audit and continuing classes
- Excellent understanding of effective methods of teaching and curriculum design
- Created materials to accommodate multiple learning styles
- Developed new Trainers, Assistants, and Quality Assurance Auditors
- Created project plan for team
- Evaluated and call center attrition
- Proficient in Adobe Captivate, Publisher, PowerPoint, Excel, and Word
EXPERIENCE:
Quality Specialist
Confidential, Groveport, OH
Responsibilities:
- Create Manuals, Procedure Manuals, Job Aides, and Memos
- Determine needs and create modules to develop associates
- Facilitate New Hire Classes
- Develop new processes for tracking new hire trainees
- Communicate with call center leaders to help transition trainees to the call center floor
- Maintain knowledge of every aspect of the call center
E-Mail and Social Media Specialist
Confidential, Groveport, OH
Responsibilities:
- Provided exceptional customer service via E-Mail, Phone, and Facebook
- Trained new E-Mail representatives
- Composed E-Mail templates
Customer Service and Engage Representative
Confidential, New Albany, OH
Responsibilities:
- Provided excellent customer service for Discover cardholders
- Sold benefits and products related to customer account
Customer Service Representative/KANA E-Mail Representative
Confidential, Westerville, OH
Responsibilities:
- Provided excellent customer service by phone and e-mail
- Assisted peers on helpline