Ana Ruiz
Tucson,AZ
Summary
Ambitious Quality Analyst Representative with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing reports and presentations. Dedicated to client and member satisfaction.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Alorica
2929 E. Corona Rd.
07.2008 - 06.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns promptly for problem resolution and customer satisfaction.
- Answered constant flow of customer calls with minimal wait times, experience with high call volumes.
Quality Analyst
C3 Customer Contact Channels
1010 N. Finance Center Dr.
07.2018 - Current
- Analyzed quality and performance data to support operational decision-making.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
Education
GED -
Tucson Preparatory School
Tucson, AZSkills
- Audit Processes
- Training Implementation
- Continuous Improvements
- Monitoring Data Quality
- Call Monitoring Feedback
- Customer Care
- Benefit Assessment
- Customer Experience
- Medical Insurance
- Insurance Verification
- HIPAA Compliance
- Benefits Explanations
Additional Information
Can type 35+ wpm.
Quote
Far and away the best prize that life offers is the chance to work hard at work worth doing.
Theodore Roosevelt
Timeline
Quality Analyst
C3 Customer Contact Channels
07.2018 - Current
Customer Service Representative
Alorica
07.2008 - 06.2018
GED -
Tucson Preparatory School