Dameka Miller
Laurel
Summary
Accomplished Senior Quality Assurance Coordinator with 4 years of experience in driving quality enhancement initiatives and regulatory compliance. Expert in developing and executing testing protocols that ensure product reliability and safety. Proven track record of leading cross-functional teams to foster a culture of continuous improvement and excellence in quality assurance.
Overview
9
9
years of professional experience
Work History
Quality Assurance Coordinator
Clearent Of Baltimore/Washington
07.2023 - Current
- Developing standards, maintaining and implementing programs to improve quality
- Establishing and maintaining appropriate Quality Programs
- Actively contributing to the data collection, trend analysis, investigations and improvements to quality process, and systems.
- Constant communication with Quality Assurance Manager, Quality Assurance Supervisor and Technicians on any updates.
- Establish and maintain effective working relationships with departmental personnel
- Assist in writing and implementing Standard Operating Procedures (SOP’s) Scheduling meetings and training courses.
- Assist the Quality Assurance Manager in working with outside suppliers to comply with our Approved Supplier Program
- Assuring compliance with in-house specifications and standards to include inspections, SAPP App, Periodic Services, Case Management.
- Facilitate the creation of reports, forms and graphs for the QA Department
- Maintain inventory of all supplies needed by QA, Sanitation and Janitorial departments.
- To work on and complete projects assigned by the Quality Assurance Manager.
Customer Service Representative -National Accounts
Clearent Of Baltimore/Washington
05.2021 - 07.2023
- Providing introductory information to prospective and new customers
- Ensuring that consumers are satisfied with products or services by handling complaints and inquiries
- Following up with clients or customers by phone or email to check that they’re still satisfied with their janitorial services
- Letting patrons know about additional products or services that might benefit them
- Determining the quickest, most effective ways to answer a client’s or customer’s questions
- Escalating queries and concerns, when necessary
- Troubleshooting common issues with products or services
- Working with a team of CSRs and other departments to find appropriate solutions to problems
Contact Center Agent (Team Lead.)
Long Home Products
07.2019 - 05.2021
- Contact potential and existing customers to schedule appointments for the sales team.
- Qualify leads
- Respond to request for appointments Via Email.
- Properly dispatch calls from sales team, managers and customers.
- Confirm appointments set by agents.
- Review numbers to make sure goals are met.
- Result leads
- Coaching and development.
- Maintain a min demo rate of 80% or better.
Senior Sales Assistant
Sprint Corporation
01.2017 - 07.2019
- Created enjoyable shopping experiences through proactive customer acknowledgment and positive customer service.
- Maintained clean and orderly sales floor areas, including verifying pricing, promotional signage, and product availability.
- Used POS systems to process sales transactions, confirm pricing, and manage inventory.
- Met or exceeded sales quotas for each month and worked to maintain consistent positive feedback from customers and management.
- Supported loss prevention team by reporting suspicious behavior and noting inventory variances for further investigation.
- Increased sales through customer needs assessment, catered product
- Handled customer complaints with tactful communication and effective conflict resolution.
- Processed payments, returns, and exchanges, verifying accuracy of calculations, credits, and promotional pricing.
- Escalated high-level customer complaints to management for resolution. answered customer questions regarding product availability, pricing, promotional offers, and store policies.
- Estimated and quoted prices, credit or contract terms, and delivery dates. Improved sales process by delivering feedback to management.
Education
High School Diploma - General Studies
Tall Oaks High School
Bowie, MD06.2004
Skills
- Quality management systems
- Strategic planning
- Material specifications
- Documentation management
Timeline
Quality Assurance Coordinator
Clearent Of Baltimore/Washington
07.2023 - Current
Customer Service Representative -National Accounts
Clearent Of Baltimore/Washington
05.2021 - 07.2023
Contact Center Agent (Team Lead.)
Long Home Products
07.2019 - 05.2021
Senior Sales Assistant
Sprint Corporation
01.2017 - 07.2019
High School Diploma - General Studies
Tall Oaks High School