Summary
Overview
Work History
Education
Skills
Timeline
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Adison May

Salt Lake City,UT

Summary

Versatile leader adept at taking on routine and complex business challenges with a resourceful and creative approach. Recognized as a driven, dedicated and hardworking team member with a history of streamlining operations and increasing efficiency.

Overview

9
9
years of professional experience

Work History

Senior Quality Assurance Analyst

Robinhood Markets
04.2022 - 03.2024
  • Collaborated with cross-functional teams to develop robust quality assurance strategies for new products.
  • Enhanced customer satisfaction by analyzing service quality metrics and identifying areas for improvement.
  • Streamlined processes by recommending and implementing changes to the company''s customer service policies and procedures.
  • Increased first-call resolution rates by closely examining call recordings, pinpointing inefficiencies, and suggesting solutions.
  • Boosted customer retention through regular monitoring of customer interactions and providing feedback to agents.
  • Supported departmental goals through participation in cross-functional teams aimed at improving overall business performance.

Quality Assurance Team Leader

Varo Bank
10.2021 - Current
  • Established metrics, applied industry best practices and developed new tools and processes.
  • Acted as key point of contact for all QA aspects of customer service by providing QA services and coordinating QA resources internally and across departments.
  • Coached and motivated a 7-person QA team to develop competencies.
  • Created requirements for milestones and monitored completion of tasks for QA team.
  • Revised and drafted policies and procedures with the content team to address deficiencies comprehensively.
  • Recorded, analyzed and distributed statistical information.
  • Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
  • Review audits and provide actionable insights into what processes can be changed/improved upon to curate a better customer and employee experience.

Quality Assurance Analyst

Varo Bank
07.2020 - Current
  • Collaborated to help create company standard for how quality control feedback is delivered to customer service representatives by identifying information gaps and streamlining processes
  • Maintain work environment focused on quality, communication, collaboration, integration and teamwork.
  • Maintain up-to-date knowledge of product and service changes as well as coordinated with other departments to collect all information necessary
  • Responded directly to customer comments, posts and questions from various social media platforms ran by Varo Bank.
  • Identified source of customer friction and resolved issues brought to company attention through the Google Play and App Stores.
  • Evaluated phone calls, written communication, and fraud processes completed by customer service representatives, Written Communication Team members and offshore partners.

Operations Supervisor

Varo Money
03.2019 - 07.2020
  • Collaborated with senior management to test and identify issues and work with training to help roll out products that helped to allow Varo Money to be the first chartered online bank as well as secure FDIC insurance
  • Maximized efficiency by coaching and mentoring over 40 personnel on banking principles, industry practices, company procedures and CRM systems in escalated situations with our clients
  • Successful in creating and maintaining positive collaborative environment ensuring transfer of knowledge occurred
  • Evaluated customer information to explore issues with their accounts, develop potential solutions and maintain high-quality service.

Operations Analyst

Varo Money
01.2019 - 02.2019
  • Answered customer telephone calls promptly and in appropriate manner
  • Responded to customer requests for products, services and company information and compiled customer feedback to better recommended service delivery improvements to management
  • Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns

Customer Service Supervisor

Convergys, Cigna Healthcare
04.2015 - 10.2016
  • Oversaw team of 50 customer service professional assisting healthcare professional customers to provide staff with guidance and drive productivity
  • Prepared daily task and productivity reports to assist business leaders with key decision making and strategic operational planning
  • Supervised and guided new employees on claims and benefits and responded quickly to questions, which improved understanding of job responsibilities

Education

Diploma -

Bakersfield High School
Bakersfield, CA
05.2013

Skills

  • Coaching and mentoring
  • Goal and deadline-orientated
  • Interpersonal communication
  • Time management and multitasking
  • Analytical problem solver

Timeline

Senior Quality Assurance Analyst

Robinhood Markets
04.2022 - 03.2024

Quality Assurance Team Leader

Varo Bank
10.2021 - Current

Quality Assurance Analyst

Varo Bank
07.2020 - Current

Operations Supervisor

Varo Money
03.2019 - 07.2020

Operations Analyst

Varo Money
01.2019 - 02.2019

Customer Service Supervisor

Convergys, Cigna Healthcare
04.2015 - 10.2016

Diploma -

Bakersfield High School

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Adison May