Quality Assurance | Root Cause & Data Analysis | Process Improvement | Compliance Monitoring | Data Entry | CRM | Customer Service Home Improvement and E-commerce

Work Experience:

Quality Analyst: Specialist Role, 2024 - Present
• Conduct quality audits on calls, email, chat, and social media.
• Directly reports to the US-based client regarding CSAT performance.
• Directly reports to the Senior Manager and Associate Manager regarding KPIs and process improvements.
• Helps with service level compliance by answering customer calls as needed by Operations.
• Leads the Calibration Sessions.
• Monitor key performance indicators (KPIs) including Quality Scores, Revenue per Contact (RpC), Parts per Million, and Customer Satisfaction (CSAT) Score.
• Performs Root Cause Analysis to identify trends and recurring errors.
• Recommends process improvements and communicates it directly either client or Operations.

Successful Process Improvements Implemented
o Developed a Playbook for evaluators to standardize the assessment of calls and emails.
o Enhanced Voice and Email Quality Forms by adding parameters that were missing from the old form.
o Hardstop Process – successfully boosted PPM performance to 85%.
o Improved RpC performance to 6.66% and revenue savings of $41,806.48 by enhancing revenue rebuttals and driving agents to consistently offer discounts identified through RCA.
o Submitted enhancement suggestions to Knowledge Base authors, leading to published updates.

• Scrubs calls when sensitive information, such as credit card details, is captured, ensuring compliance with data security standards.

Non-Voice Customer Service Associate: Home Improvement, 2015 – 2024
• Answers customer inquiries across email, live chat, and social media, providing home improvement
support.
• Recipient - 2024 Employee of the Year Award

Productivity Assurance Coordinator, 2020 – 2022
• Coordinate with Operations and Support Teams on staffing, issues, and performance updates.
• Manage staffing adjustments, including breaks, OT, and task reassignments.
• Monitor real-time queues, volumes, and agent status to maintain SLAs.
• Provide real-time and intraday reports to Operations.
• Track schedule adherence and update schedules as needed.

Customer Service Associate: E-commerce, 2014
Assists customers with online orders by processing online returns or exchanges, tracking shipments, navigate the website or mobile app, and resolving issues with online payments, coupons, or digital accounts.