AMANDA HOLGUIN
Chandler,AZ
Summary
Quality analyst supporting transaction, order, and vendor-call reviews for accuracy, policy compliance, and service quality. Reviews findings from audits, high-dollar claims, and ERP issues, then documents trends, coaching opportunities, and process recommendations that improve order accuracy and support consistent customer and vendor operations.
Overview
17
17
years of professional experience
Work History
Quality Analyst
Savvas Learning
Chandler, AZ
12.2018 - Current
- Evaluate order transactions, CRM/ERP records, and customer-service interactions for accuracy, adherence to established procedures, and service-quality standards.
- Evaluated vendor phone calls for order accuracy, policy compliance, communication effectiveness, and customer-service quality; documented findings and identified coaching opportunities to enhance service standards.
- Manage reviews of high-dollar held orders, claims, and returns, researching discrepancies and supporting accurate, timely resolution.
- Document quality findings, identify recurring trends, and report order-accuracy results and percentages for supported lines of business (LOBs).
- Collaborated with business and vendor-management partners to address quality issues and recommended action plans and process changes, leading to improved service delivery.
- Identified system issues, process inefficiencies, and training opportunities; recommended enhancements to Salesforce, SAP, and MySavvasOrders, contributing to improved accuracy and streamlined operations.
- Partner with SOX and auditor teams and participate in annual audits; review policies and procedures and communicate findings and recommendations to improve ERP processes.
- Create and maintain Customer Service policies, procedures, and knowledge-base articles to provide clear, consistent work guidance.
- Train and mentor new team members and participate in stakeholder calibration sessions to support consistent interpretation of policies and processes.
Customer Service Representative Level 4
Pearson
Chandler, AZ
11.2014 - 12.2018
- Supported internal and external customer contacts via phone, email, and online channels, ensuring adherence to established procedures and performance standards.
- Processed customer orders and prepared quotes in line with business requirements and policies.
- Reviewed account and order issues, initiated corrective billing, resolved shipping and fulfillment concerns, and managed back-order activity to maintain customer satisfaction.
- Identified information gaps and routed inaccurate or nonstandard details to appropriate internal departments for resolution.
- Suggested process improvements and prioritized workload, contributing to achievement of individual quality and service goals.
Enrollment Processor II (OHE)
Education Management Corp.
Chandler, AZ
09.2009 - 07.2014
- Reviewed admissions documentation, followed up with institutions on outstanding transcripts, and resolved missing-documentation issues to ensure completeness of student files.
- Processed student-status updates, including start-date changes, cancellations, reinstatements, and program/major changes.
- Audited reports for internal customers and conducted education-file audits to ensure compliance with company policies and documentation requirements.
- Developed work instructions for Art Institute of Pittsburgh Online Division processes and maintained guidance for new hires in the SharePoint database.
Education
High School Diploma -
Tempe High School
Tempe, AZ05-2004
Skills
- Quality Assurance & Transaction Reviews
- Quality Findings & Performance Reporting
- Vendor Call Monitoring & Quality Evaluation
- Claims, Returns & High-Dollar Order Review
- Policy, Procedure & Controls Compliance
- Compliance Audit Support
- Root-Cause Investigation & Trend Analysis
- Process Improvement Recommendations
- Work instructions and documentation
- Quality Training Development
- Cross-Functional & Vendor Collaboration
- SAP & Salesforce
Timeline
Quality Analyst
Savvas Learning
12.2018 - Current
Customer Service Representative Level 4
Pearson
11.2014 - 12.2018
Enrollment Processor II (OHE)
Education Management Corp.
09.2009 - 07.2014
High School Diploma -
Tempe High School