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, MD
06.2004
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
Nurse Case Manager at BALTIMORE WASHINGTON MEDICAL CENTER, Baltimore Washington Medical GroupNurse Case Manager at BALTIMORE WASHINGTON MEDICAL CENTER, Baltimore Washington Medical Group