Alyssa Montgomery
Midvale,UT
Summary
Thorough Quality Assurance Specialist with 10-year background in Customer Care. Excellent resource management and allocation skills. Outstanding communication, organizational and time management talents.
Overview
14
14
years of professional experience
Work History
Quality Assurance Specialist
ZAGG Inc
11.2019 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
Customer Service Advocate
ZAGG Inc
07.2017 - 11.2019
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
Patient Service Advocate
ASCENSION HEALTH
07.2010 - 07.2017
- Streamlined appointment scheduling processes for increased efficiency and reduced wait times.
- Collaborated with healthcare professionals to ensure a seamless patient experience from check-in to followup.
- Managed incoming calls professionally, directing inquiries to appropriate departments promptly.
- Increased patient retention by consistently delivering exceptional service experiences throughout each visit.
Education
High School Diploma -
Kalamazoo Central High School
Kalamazoo, MI06.2010
Skills
- Attention to Detail
- Performance Improvement
- Analytical Thinking
- Staff education and training
- Flexible Schedule
- Giving Constructive Feedback
- Onboarding and Orientation
- Call Center Operations
- Multitasking Abilities
- Process Improvement
- Idea Development and Brainstorming
Timeline
Quality Assurance Specialist
ZAGG Inc
11.2019 - Current
Customer Service Advocate
ZAGG Inc
07.2017 - 11.2019
Patient Service Advocate
ASCENSION HEALTH
07.2010 - 07.2017
High School Diploma -
Kalamazoo Central High School
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