quality assurance analyst resume example with 16+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
Home: (555) 432-1000
Cell:
resumesample@example.com
:
Summary
A Quality Assistant with talent for analyzing and data entry. Strong knowledge of providing customer service. Communicative and team-oriented with proficiency in Microsoft applications. Proven history of fostering a drive to meet team, individual, and management objectives. Seeking new opportunities to utilize skills and abilities as well as enhancing knowledge in a new profession as an Administrator or Office Clerk.
Skills
Problem Solving
Information Sequencing
Background in Collections
People Skills
Relationship Building
Friendly, Positive Attitude
Organizational Skills
Computer Skills
Critical Thinking
Basic Math
Microsoft Office
Good Work Ethic
Data Management
Skip Tracing Experience
Team Building
Reliable & Trustworthy
Information Verification
Insurance Claim Forms Review
Data Entry
Teamwork and Collaboration
Data Entry Software
Time Management
Attention to Detail
Decision Making
Organizing and Prioritizing Work
Active Listening
Information Confidentiality
Verbal and Written Communication
Team Leadership
MS Office
Team Training
Point of Sale (POS) System Operations
High-Volume Dining
Cleaning and Sanitizing
High Energy and Stamina
Specials Promotion and Upselling
Customer Service and Rapport
Order Accuracy and Delivery
Transactions and Cash Handling
Staff Training
Able to Lift 30 Pounds
Workflow Coordination
Conflict and Complaint Resolution
Service Oriented
Food Safety Standards
Special Requests and Substitutions
Food and Beverage Service
Cool Under Pressure
Team Player
Age Verification
Experience
Quality Assurance Analyst, 08/2019 to Current Cummins Bridgeway – Eauclaire, WI,
Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas.
Trained and led staff on proper QA standards.
Developed process improvements to enhance overall data quality.
Developed corrective and preventive action plans to resolve non-compliance issues.
Communicated regularly with management to discuss quality trends.
Worked with team members to create efficient workflows, resulting in high productivity.
Created, edited and updated instruction manuals used by entire QA team.
Recommended improvements to systems and procedures for increased productivity.
Collected, analyzed and summarized data including failed processes with claims to create accurate quality documentation and action required for resolution.
Contacted Government Agencies gaining follow ups on investigation leads for potential charges on claimants for restitution.
Collected data for insurance claims through involved parties to gain leads on responsible parties,
Forwarding claims to correct departments for further contact, subrogation collection, or insurance verification.
Delivered individualized support and broad knowledge of company services to individuals with varying needs.
Contacted insureds, attorney representatives, fire chiefs, investigation officers, property owners, involved victims through calls, emails, and ground mail for information pertaining to claims.
Requested important documentation from clients, insureds, attorneys, etc
Used advanced skip tracing tools to locate claimants.
Used internet databases and phone tools in order to locate claimants.
Performed in-depth people and vehicle location searches.
Produced timely and accurate reports about findings.
Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our services.
Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Prioritized and organized tasks to efficiently accomplish service goals.
Customer Service Specialist, 09/2018 to 07/2019 Veterans Administration – San Jose, CA,
Answered questions from customers that came in through the company's online chat feature.
Used various skills to resolve problems in reasonable amount of time.
Monitored customer issues to deliver best resolution course, following steps involved for appropriate procedures.
Walked customers through online demonstrations to support better understanding of product features.
Maintained understanding of company computer software, products and services.
Answered customer questions and resolved concerns quickly to maximize satisfaction.
Handled customer service issues by professionally answering customers' questions and inquiries.
Maintained business records by updating customer information.
Assisted customers with price checks, and addressing other inquiries.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Collected payments and arranged for billing.
Referred unresolved customer grievances to designated departments for further investigation.
Adjusted bills and refunded money to resolve customers' service or billing complaints.
Collaborated with sales team members to stay current on product and provide input item issues.
Determined accurate prices for Verizon Enterprise customer services, consistently searching for deals and best prices.
Waitress, 04/2014 to 09/2018 Holiday Retirement – Porterville, CA,
Greeted customers, answered questions and recommended specials to increase profits.
Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
Built positive relationships with other front-of-house and kitchen staff.
Cleaned tables and chairs to prepare dining area for next customers.
Prepared salads, appetizers and garnishes to assist kitchen staff.
Stocked server areas with supplies before, during and after shifts.Communicated with kitchen staff to stay updated on item availability and customer wait times.
Cleaned and restocked counter areas, replenished cash drawer and checked server supplies to facilitate operations.
Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation.
Completed cleaning duties by sweeping and mopping floors, vacuuming carpet and tidying up server stations.
Completed opening and closing checklists to ensure smooth restaurant operations.
Supported serving staff, food runners and bussers to keep dining room presentable and ready for guests.
Escorted guests to seating area, furnished menus and highlighted daily specials.
Monitored dining area to assess server capacity and estimate wait times.
Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
Scheduled reservations and notified servers and managers of large groups to prepare seating in advance.
Accommodated guests with children and special needs to promote comfortable dining experience
Presented menus to patrons to answer questions about offered items and make suitable recommendations.
Welcomed guests with personable attitude and brought beverage orders while reviewing menu options.
Displayed enthusiasm and knowledge about restaurant's menu and products.
Served food and beverages to patrons and immediately remedied issues with orders.
Checked with customers to determine satisfaction with meals, promptly taking action to correct problems.
Satisfied customers by topping off drinks and offering condiments, napkins and other items.
Verified guest satisfaction with meals and suggested additional items to increase restaurant sales.
Promoted desserts, appetizers and specialty drinks to optimize sales.
Utilized POS system to total meal costs and add taxes for final bill calculation.
Issued table checks and collected payments from customers.
Provided exceptional service to high volume of daily customers.
Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
Enforced minimum age requirements for consumption of alcoholic beverages by checking identification.
Addressed complaints to kitchen staff and served replacement items.
Addressed concerns quickly to improve customer experience and escalated issues to management for resolution when necessary.
Trained new employees on restaurant procedures and plating techniques.
Maintained accuracy while handling payments, giving change and printing receipts for customers.
Waitress, 08/2006 to 09/2018 Holiday Retirement – Rapid City, SD,
Greeted customers, answered questions and recommended specials to increase profits.
Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
Built positive relationships with other front-of-house and kitchen staff.
Cleaned tables and chairs to prepare dining area for next customers.
Prepared salads, appetizers and garnishes to assist kitchen staff.
Stocked server areas with supplies before, during and after shifts.Communicated with kitchen staff to stay updated on item availability and customer wait times.
Cleaned and restocked counter areas, replenished cash drawer and checked server supplies to facilitate operations.
Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation.
Completed cleaning duties by sweeping and mopping floors, vacuuming carpet and tidying up server stations.
Completed opening and closing checklists to ensure smooth restaurant operations.
Supported serving staff, food runners and bussers to keep dining room presentable and ready for guests.
Escorted guests to seating area, furnished menus and highlighted daily specials.
Monitored dining area to assess server capacity and estimate wait times.
Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
Scheduled reservations and notified servers and managers of large groups to prepare seating in advance.
Accommodated guests with children and special needs to promote comfortable dining experience
Presented menus to patrons to answer questions about offered items and make suitable recommendations.
Welcomed guests with personable attitude and brought beverage orders while reviewing menu options.
Displayed enthusiasm and knowledge about restaurant's menu and products.
Served food and beverages to patrons and immediately remedied issues with orders.
Checked with customers to determine satisfaction with meals, promptly taking action to correct problems.
Satisfied customers by topping off drinks and offering condiments, napkins and other items.
Verified guest satisfaction with meals and suggested additional items to increase restaurant sales.
Promoted desserts, appetizers and specialty drinks to optimize sales.
Calculated charges, issued table checks and collected payments from customers.
Provided exceptional service to high volume of daily customers.
Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
Enforced minimum age requirements for consumption of alcoholic beverages by checking identification.
Addressed complaints to kitchen staff and served replacement items.
Addressed concerns quickly to improve customer experience and escalated issues to management for resolution when necessary.
Trained new employees on restaurant procedures and plating techniques.
Education and Training
High School Diploma: , Expected in 06/2009 to Bloomington High School - Bloomington, IL, GPA:
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