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Ashley Nicholson
Broken Arrow,OK
Summary
Quality assurance professional with strong background in ensuring product excellence and process optimization. Skilled in team collaboration, problem-solving, and maintaining high standards. Known for adaptability, reliability, and results-driven approach. Proficient in compliance, risk management, and continuous improvement initiatives.
Overview
17
17
years of professional experience
Work History
Senior Quality Assurance Coach
HireRight Inc.
Tulsa, OK
04.2018 - 01.2026
- Completed over 100 quality scorecards each month for Customer Service Agents to identify potential compliance risks and internal process deficiencies, and provided coaching feedback to support continuous improvement.
- Performed an average of five client audits per month to assess account health and provide recommendations for identified improvements.
- Led quality assurance initiatives to enhance product reliability and customer satisfaction.
- Implemented process improvements that reduced defects and streamlined workflow efficiency.
- Developed comprehensive training programs for QA teams to ensure adherence to standards.
- Conducted regular audits and assessments to maintain compliance with industry regulations.
- Mentored junior QA staff, fostering a culture of continuous improvement and accountability.
- Collaborated with cross-functional teams to integrate quality metrics into project planning.
- Analyzed data trends to identify areas for enhancement in testing methodologies.
- Conducted root-cause analysis to identify areas for improvement within the production process.
- Implemented continuous improvement initiatives that resulted in enhanced efficiency of QA operations.
- Served as subject matter expert during internal audits, demonstrating adherence to regulatory norms throughout all stages of production life cycle.
- Experienced in processing supply orders for drug testing and providing support in escalated situations related to ordering activities.
Customer Retention Specialist
Dish Network
Tulsa, OK
10.2017 - 01.2018
- Developed personalized communication plans to enhance customer engagement and loyalty.
- Adhered to appropriate legal scripting when required.
- Contributed to company growth by upselling additional products and services during support interactions.
- Provided exceptional support for new customers, ensuring seamless onboarding experiences.
- Led initiatives to enhance the overall customer experience, reducing churn rates significantly.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
- Managed approximately 30-40 incoming calls per day from customers.
Customer Service Representative II
Directv/AT&T
Tulsa
02.2015 - 11.2017
- Providing technical and billing assistance for the AT&T Entertainment group previously known as Directv.
- Processing payments, payment arrangements, upselling channels and packages.
- Finding solutions for technical issues and dispatching technicians, when necessary.
- Resolved customer inquiries using CRM systems to enhance satisfaction and retention.
- Trained new team members on company policies and effective customer interaction techniques.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Averaged 40-45 incoming calls to assist customer with technical concerns.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Customer Service Representative II
AT&T Mobility
Tulsa, OK
02.2009 - 04.2013
- Handled an average of 40-45 incoming client calls daily, with additional follow-up on escalated cases to ensure appropriate resolution.
- Departments included Customer Service and Retention.
- Assisting incoming calls for AT&T Mobility customers. Including payments, processing orders, and assisting with general questions regarding phone, data, messaging use.
- Promoted to handle special accounts for the WAVE survey group and placed outbound calls to verify all issues had been resolved with the previous representative.
- Specialized in retaining customers in high stress situations while maintaining a positive and upbeat attitude.
- Involved in the “nesting” program for new agents in both Customer Service & Retention. Trained new agents on how to handle difficult customer situations and supported them with questions during nesting.
- Supported management and took escalated calls when needed. Provided floor support on a regular basis.
- Managed service requests efficiently, ensuring timely resolutions within established guidelines.
- Analyzed customer feedback to identify trends and improve service delivery processes.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
Education
High School Diploma -
Kellyville High School
Kellyville05-2006
Skills
- Punctual
- Dependable
- Attention to detail
- Efficient
- Quality assurance expertise
- Customer focus
- Quality metrics monitoring
- Strong work ethic
- Teamwork and collaboration
- Reliability
- Training and mentoring
Interests
Timeline
Senior Quality Assurance Coach
HireRight Inc.
04.2018 - 01.2026
Customer Retention Specialist
Dish Network
10.2017 - 01.2018
Customer Service Representative II
Directv/AT&T
02.2015 - 11.2017
Customer Service Representative II
AT&T Mobility
02.2009 - 04.2013
High School Diploma -
Kellyville High School