In-depth Quality Assurance Specialist with the ability to prioritize and multitask. Exceptional communication and organizational skills. Committed to paying impeccable attention to reviews and auditing procedures. Someone who shows dedication to quality and accuracy. Familiar with handling multiple projects in highly competitive environments. Solid interpersonal and collaboration skills.
Skills
Leadership
Microsoft Excel
Powerpoint
Word
Quality assurance
Technical capacity
Customer expectations management
Fluent in different languages-English, German, Bosnian, Croatian
Motivated team player
Exceptional time management skills
Skilled problem solver
Quick learner
Strong interpersonal skills
Documentation skills
Quick learning skills and ability
Work History
Quality Assurance Specialist, 12/2018 to Current Res-Care, Inc. – Richmond, IN,
Learn different procedures for over 40 different lenders; some that include Citi Bank, Citizens Bank and US Bank.
Extensive knowledge of Microsoft Excel, Word, Powerpoint and numerous other software programs.
Ability to check work of over 100 different tasks and procedures; ranging from Bankruptcy, Death, School Attendance, Payments, Cosigner Release.
Worked extensive hours to make sure everything is up to date; up to 60 hours per week.
Resolved all issues efficiently and built excellent client rapport, which led to enhanced customer satisfaction ratings.
Prepared QA evaluation reports and submitted to management.
Gathered data on integration issues and vulnerabilities and reported all findings, including improvement recommendations.
Managed major quality problems by implementing effective plans.
Educated employees on specific QA standards and confirmed maintenance of standards.
Federal Student Loan Member of Leadership , 07/2015 to 12/2018 Nelnet Inc. – City, STATE,
The use of a variety of computer programs to research, interpret and analyze solutions to co-workers.
Coaching and teaching co-workers on how to locate certain information that will help them better and more efficiently assist the account holder in future.
Communicating with customers who need help with resolving issues and maintain a great relation with Nelnet.
Following up on any research that may have been conducted to solve problems with complex accounts.
Communicating with other departments within the company to make sure problems get resolved and straightened out with the customer.
Took over escalating issues from customer service representatives in order to resolve accounts.
Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
Federal Student Loan Customer Representative, 02/2014 to 11/2015 Nelnet – City, STATE,
External customer support in relation to student loans and ensuring program quality assurance.
Help customers avoid default on loans and teach them about ways of how to stay current on their student loans.
Work tasks quickly and efficiently, approx.1500 calls taken every month.
Use different types of programs and sources to independently research, interpret and analyze solutions for customers.
Position focuses on precision and the ability to correctly explain important information to customers.
Assist customers with questions they have on their student loans and give them advice about how to balance the student loans with their current financial situation.
Go through an in depth government clearance.
One of the best employees based on statistics (precision, speed and accuracy.
Always come to work on time and willing to work overtime whenever needed.
Restaurant Server, Bartender, 03/2004 to 02/2014 Embassy Suites – City, STATE,
Well respected in the hotel by managers and fellow co workers due to leadership qualities demonstrated.
Experienced in many positions throughout the hotel; including Banquets, Restaurant and Kitchen
Oversee the training of newcomers due to extensive knowledge/experience in the restaurant department.
Greet guests in a professional manner and interact with a positive attitude to ensure great service.
Work in a very busy environment during weddings and busy football season, where some weddings had up to 600 guests.
Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
Applied communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
Stayed up to date on menu changes to offer current and accurate information, answer questions and help customers select optimal meal choices based on individual preferences.
Performed complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
Education
Bachelor of Science: Education & Human Sciences, Textiles, Clothing and Design, Merchandising, Expected in University of Nebraska - Lincoln, NE, GPA:
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