Summary
Overview
Work History
Education
Skills
Timeline
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Amaiya McNeary

Amaiya McNeary

TX

Summary

Ambitious Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing test cases, plans and scripts. Dedicated to analyzing and resolving defects. Additionally, Offering expertise as an results-driven Business Administration Professional with over 5 years of experience excelling in account management, sales, and social media marketing.

Overview

7
7
years of professional experience

Work History

Virtual Administrative Assistant

Body by Bikini
04.2022 - 01.2023
  • Responded to customer issues to provide immediate resolution and improve retention
  • Handled data entry tasks to help client spend more time on executive commitments
  • Maintained filing and recordkeeping systems with efficiency and accuracy
  • Answered emails, replying to customer’s inquiries and issues quickly and effectively
  • Managed social media accounts to respond to comments and messages, improving online business presence
  • Screened emails and de-cluttered inbox by creating folders, labels and filters
  • Made outbound calls and scheduled zoom meetings introduce new fitness programs to potential prospects to join

Customer Services Sales Coach

MUFG Union Bank
07.2019 - 12.2021
  • Performed phone quality reviews, observing performance, techniques, and application of guidelines and procedures
  • Developed and led group training courses to align with corporate sales and service goals
  • Obtained and organized manuals, guides and visual materials for development and training purposes.
  • Designed and implemented sales training program and documentation
    Provided coaching and mentoring to employees
  • Monitored, evaluated and recorded training activities or program effectiveness
  • Provided input and assist with development of additional training or policy and procedure changes that may be required to enhance service productivity
  • Utilized quality monitoring data management system (NICE) to compile and track performance at team and individual level
  • Identified adverse performance trends and patterns
  • Used role playing, lectures and simulations to present information in variety of instructional techniques and formats

Customer Service Quality Analyst

World Ventures
08.2015 - 01.2019
  • Assessed performance quality of customer service representatives who service existing and potential members and representatives
  • Coordinated and facilitated customer and client listening calibration on global scale to identify customer needs and expectations
  • Worked with marketing team to provide welcome letters and packages for new travel members
  • Supported Payments and charge backs through transfer and global task
  • Provided Front line Escalations for valued members and sales representatives
  • Served as primary contact for customers and representatives in assisting with inquiries about memberships, commissions, promotions, compensation plan, etc
  • Multi-tasked by emailing, investigating Fraudulent accounts, Sales Back, Payment Decline as well as effectively resolving any issues members may have
  • Kept calm, fun, positive filled ambiance to establish comfortable atmosphere for my coworkers, as well as over phone.

Accounts Receivable Specialist

Parkland Hospital
01.2016 - 08.2016
  • Delivering swift customer service by providing support to Radiologists and Sonographers
  • Scheduled ultrasounds and confirming appointments for biopsy procedures scheduled by licensed
  • Radiologists
  • Supported Lead Sonographer by answering incoming calls in assistance to outbound patients and licensed radiologists as well
  • Accountable for transporting patients (by wheel chair and/or bed) to and from scheduled ultrasounds and stocking supplies within radiology rooms
  • Taking payments, charge backs, and working on billing issues

Education

Bachelor's - General Studies

Texas A&M University - Commerce
Commerce, TX
12.2024

Skills

  • Self Starter/Self Motivated
  • Strong Work Ethic
  • Willingness to Learn
  • Quality Assurance
  • Natural Team Leader
  • Sales
  • Coaching and Development (7 years)
  • Performance Action Plan Monitoring (5 years)
  • Training Quality Guidelines for agents (5 years)
  • Call Flow Model for Quality Guidelines (5 years)
  • Microsoft Office
  • Employee Performance Evaluations

Timeline

Virtual Administrative Assistant

Body by Bikini
04.2022 - 01.2023

Customer Services Sales Coach

MUFG Union Bank
07.2019 - 12.2021

Accounts Receivable Specialist

Parkland Hospital
01.2016 - 08.2016

Customer Service Quality Analyst

World Ventures
08.2015 - 01.2019

Bachelor's - General Studies

Texas A&M University - Commerce

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Amaiya McNeary