- I enjoy helping others and giving back to the community
- Volunteering with youth sports programs as a assistant volleyball coach
Alexandra Winkler
Pewamo
Summary
Results-driven Quality Assurance Specialist with CVS Health Corporation and dental background.
Ensuring high-quality dental service to our customers with strong problem-solving abilities and willingness to learn. Ready to tackle new challenges.
Overview
20
20
years of professional experience
Work History
Quality Assurance Specialist
CVS HEALTH CORPORATION
10.2022 - Current
- Conducted quality audits to ensure compliance.
- Developed and implemented streamlined testing protocols to enhance product reliability. GPS Champion.
- Collaborated with cross-functional teams to identify and resolve quality issues effectively. Such as processing, Kana and overpayments.
- Led training sessions for staff on quality assurance best practices. Such as boot camps and 1 on 1 trainings.
- Reviewed documentation for accuracy and completeness before sending to other departments.
- Resolve escalated customer service issues, restoring companies commitment to serve service excellence
- Provided regular updates to team leaders on quality metrics by communicating consistency problems or production deficiencies, while auditing calls for new hires.
Customer Service Representative
CVS HEALTH CORPORATION
11.2005 - 10.2022
- Delivered excellent customer support through effective communication and problem-solving skills.
- Resolved complex customer inquiries using multiple systems to enhance service efficiency.
- Trained new representatives on best practices and company policies to ensure consistent service delivery.
- Streamlined workflows by identifying process inefficiencies, leading to improved response times.
- Handled escalated calls efficiently, finding satisfactory resolutions for both member and dental provider.
- Developed strong product knowledge.
- Assisted customers in navigating company website, improving overall customer experience.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Education
High School Diploma -
Maple Valley
Nashville, MISkills
- Detail-oriented
- Quality assurance
- Analytical thinking
- Problem-solving skills
- Decision-making
- Team collaboration
- Quality improvements
- Internal audits
- Critical thinking
- Attention to detail
- Staff training
Interests
Timeline
Quality Assurance Specialist
CVS HEALTH CORPORATION
10.2022 - Current
Customer Service Representative
CVS HEALTH CORPORATION
11.2005 - 10.2022
High School Diploma -
Maple Valley