quality assurance specialist trainer resume example with 7+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - : - -

Dynamic Quality Assurance Analyst/Trainer offering 5+ years of progressive leadership experience. Accomplished professional with proven track record of planning and executing brand initiatives strategically designed to build awareness. Knowledgeable skills at assisting employees with learning tasks, improving performance and maximizing productivity. Top-notch planner, organizer and problem-solver.

  • Microsoft Office
  • Proficiency in Excel software
  • Capturing and recording important data
  • Using shortcuts and formula functions
  • Building charts and graphs
  • Sorting and filtering data.
  • Utilizing pivot tables.
  • Exceptional telephone etiquette
  • Building trend analysis reports
  • 40 WPM
  • Patient care coordinator /Data Entry Specialist
  • Quality control
  • Customer communications
  • Payment processing
  • Fluent in Spanish
  • Inbound phone call management
  • Report preparation
  • Proficiency in GE Centricity software
  • Call documentation skills
09/2020 to Current
Quality Assurance Specialist /Trainer At&T Rockwall, TX,
  • Secured positive customer experiences while executing effective quality assurance practices.
  • Enhanced customer satisfaction ratings by building client rapport and timely resolving crises and issues.
  • Trained end users on software and hardware functionality, best practices and protocols.
  • Consulted with management and personnel to educate on QA standards.
  • Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
  • Collaborated with management to discuss effective plans for resolving major quality problems.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Trained newly hired top talent to fill key positions and maximize productivity.
  • Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
  • Produced training materials to engage and educate individuals.
11/2016 to 09/2020
Customer Service Representative I Orange Regional Medical Center Middletown, NY,
  • Answering calls of clients to learn about and address their needs, complaints, or other issues with services.
  • Effectively research, resolve and respond to billing issues accurately and expeditiously as you will be in a phone queue
  • Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
  • Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
  • Building lasting relationships with clients and other call center team members based on trust and reliability.
  • Utilizing software, databases, scripts, and tools appropriately.
  • Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
  • Assisting special handling team processing payments, creating medical records and invoices.
  • Emailing patients receipts and zero balance statements.
  • Calculating Anesthesiologist fees for self-pay patients.
  • Providing estimated charges for upcoming procedures to insured patients.
04/2016 to 09/2016
Patient Care Coordinator Patient Care America City, STATE,
  • Answered customer telephone calls promptly and in an appropriate manner.
  • Entered referrals from Dialysis Clinics, physician offices and hospitals into the CPR+ system
  • Assisted Patient Care Coordinators with paperwork assignment Assembled booklets for patients to receive for their IPN/IDPN Start of therapy
  • Demographic Analysis of patients and teams in relation to intake paperwork
  • Distribute Pending Reports regularly to Patient Care Coordinators, Management and Directors Translation when needed (Spanish) Patient Care Coordinator in training
  • Acquired Medical information from Clinics and their support staff Communicated with Salesforce representatives on a daily basis Aided in the organization of the department overall.
06/2014 to 06/2016
Sales Representative/Quality Assurance Analyst Qology Direct City, STATE,
  • Answer an average of 35 calls per day by addressing customer inquiries and solving problems.
  • Provided an elevated customer experience to generate a loyal clientèle.
  • Solved unresolved customer issues.
  • Strong leader of customer support staff.
  • Managed work flow to exceed quality service goals.
  • Customer complaints and monitored calls Monitored and managed El Salvador Spanish division for AT&T Handled calibration with all the Telco providers such as AT&T VERIZON.
Education and Training
Expected in to to
City of San Francisco - San Francisco, CA,

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Resume Overview

School Attended

  • City of San Francisco

Job Titles Held:

  • Quality Assurance Specialist /Trainer
  • Customer Service Representative I
  • Patient Care Coordinator
  • Sales Representative/Quality Assurance Analyst


  • Some College (No Degree)

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