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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

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