Promoted multiple times within my six years of experience at Verizon
Improved department's overall quality performance and accuracy by 15%
Recommended processes/procedures decreased handling time for department
Goal oriented and results-driven attitude
Excel 2010 including pivot tables, high level reports and various charts/graphs
Computer Information Systems background
Quality Analyst December 2013 to CurrentVerizon Rose International － Cary, NC
Identify fraudulent sales activities from vendor based off weekly sales report Detect trends and other suspicious behavioral patterns and made recommendations based on findings Develop strategies in preventing repeated unethical sales practice from reoccurring Develop high level reports for Director and VP Communicate with Verizon alternate channel vendors to ensure vendor/client compliance.
Supervisor/Trainer March 2013 to November 2013Verizon Rose International － Weldon Spring, MO
Managed a team consisting of 17 staff members Provided coaching and employee evaluations to ensure quality performance from every team member Communicated daily with Verizon management providing reports and support for business strategies and planning Delegated individual work duties for internal audit team, floor support team, vendor investigation team, business team and quality investigators Ensured deadlines are met in a timely manner Responsible for conducting interviews and hiring based on the needs of the business Created and delivered training materials for both new hires and current employees Developed prototype multiphase flash training module Improved team's overall performance and productivity.
Quality Assurance / Team Leader / Auditor January 2010 to March 2013Verizon Rose International － Weldon Spring, MO
Provided supervision, mentoring and leadership for a quality assurance oriented staff Created and developed numerous process and procedures for daily operations within the department Developed internal audit methods and procedures for our department Audited Verizon sales order for fraudulent activities and investigated vendor misconduct Assured cost and sales validation by analysis of transaction entries Performed database maintenance on a daily basis for the work location.
Customer Service Representative March 2008 to January 2010Verizon Pinnacle Technical Resources － Wentzville, MO
Performed timely entry of customer orders using Verizon's internal system and reviewed for accuracy.
Answered customer service related calls and monitored calls for opportunities of improvement and continuing customer relations.
BS : Business Administration, 1 2011University of PhoenixBusiness Administration
business strategies, charts, coaching, client, customer relations, customer service, database, flash, graphs, hiring, Information Systems, leadership, Director, mentoring, Excel, quality, quality assurance, sales, supervision, tables, training materials, validation