Ann Laverty
Renton
Summary
Dedicated Quality Assurance Analyst with a robust background in customer service and quality assurance. Demonstrates strong analytical skills and attention to detail, consistently improving service quality and customer satisfaction through effective communication and problem-solving.
Overview
9
9
years of professional experience
Work History
Quality Assurance Analyst
Neology (Good To Go!)
Renton
10.2024 - 03.2026
- Analyzed application functionality against customer requirements to ensure compliance and identify areas for improvement.
- Compiled and tracked individual and team performance data for Customer Service Representatives using quality monitoring system to support performance evaluations.
- Developed self-study program to further QA knowledge and skills.
- Participated in team meetings to align project progress and collaboratively address challenges.
Customer Service Representative
Neology (Good To Go!)
Renton
03.2022 - 10.2024
- Resolved customer inquiries and issues, enhancing satisfaction and fostering loyalty.
- Delivered timely resolution of customer complaints, ensuring a positive service experience.
- Resolved problems with knowledgeable and friendly service to promote high customer satisfaction.
- Responded to customer inquiries with accurate information about products and services, supporting informed decision-making.
- Assisted customers in product selection and service navigation.
- Maintained knowledge of products to enhance customer experience.
- Documented customer interactions accurately in the system.
- Maintained detailed records of customer interactions and transactions for effective follow-up.
Customer Service Representative
Apple One Employment Services
Seattle
05.2021 - 03.2022
- Answered customer inquiries, delivering accurate information on products and services to enhance customer understanding.
- Resolved customer inquiries and issues, ensuring customer satisfaction through attentive support.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly, ensuring a high level of satisfaction through effective service.
- Enhanced customer satisfaction by effectively resolving problems with knowledgeable, friendly service.
- Maintained knowledge of products to enhance customer experience.
- Documented customer interactions accurately in the system.
- Asked relevant questions to uncover customer needs during interactions. to determine service needs and accurately input information into electronic systems.
- Developed positive relationships with customers through friendly interactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Adjusted bills and processed refunds to address customers' service or billing complaints.
Survey Research Interviewer
Pacific Market Research
Renton
11.2016 - 05.2021
- Conducted in-depth telephone interviews with survey participants, asking questions related to research topics.
- Conducted in-depth interviews to gather qualitative data, deepening insights into participant perspectives.
- Gathered data from respondents per established protocols, ensuring accuracy and reliability of results.
- Engaged consumers from prepared list to collect insights, enriching overall survey findings.
- Recorded and transcribed responses accurately for analysis and reporting purposes.
- Participated in training sessions to stay abreast of best practices for conducting interviews and collecting survey data.
- Adhered strictly to ethical guidelines related to confidentiality and anonymity during the course of each interview.
Education
Associate of Arts - Accounting And Finance
Olympic College
Bremerton, WA06-1998
Some College (No Degree) - Accounting And Finance
Dervy University
Federal Way, WASkills
- Quality assurance
- Quality control
- Attention to detail
- Time management
- Call monitoring
Timeline
Quality Assurance Analyst
Neology (Good To Go!)
10.2024 - 03.2026
Customer Service Representative
Neology (Good To Go!)
03.2022 - 10.2024
Customer Service Representative
Apple One Employment Services
05.2021 - 03.2022
Survey Research Interviewer
Pacific Market Research
11.2016 - 05.2021
Associate of Arts - Accounting And Finance
Olympic College
Some College (No Degree) - Accounting And Finance
Dervy University