AVENA THAXTON
Summary
Competent Quality Assurance Specialist with 6+ years of experience in the customer service and QA industry. Proven record of quality leadership in all facets of production, team performance and fulfillment or delivery. Strategic in planning, implementing and improving processes and standards which generate opportunities for sustainable company growth.
Overview
8
8
years of professional experience
Work History
Health Specialist
Datavant
06.2021 - Current
- Assisted in designing benefit packages that provide adequate coverage while remaining cost-effective.
- Investigated reports of workplace accidents or illnesses to determine root cause and prevent recurrence.
- Drafted comprehensive reports regarding health-related topics for upper management review.
- Recorded health information and updates in database system.
Quality Assurance Specialist (REMOTE)
ACTALENT
08.2020 - 10.2023
- Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues
- Prepared reports to communicate results of quality inspection activities to management
- Trained new and fellow employees on quality documents, standard operating procedures, and quality forms
- Received company "Golden Standard" award for my commitment to improvement and contribution to multiple departments
Quality Assurance Agent
MERCK SHARP & DOHME
02.2018 - 07.2020
- Checked production performance for compliance with process standards
- Contributed to customer script update that led to a 22% raise in customer satisfaction reviews
- Tracked findings, completed documentation and generated reports
- Helped maintain and organize quality-related data, including quality metrics, trends, and performance indicators
- Assisted in generating reports and presentations to communicate quality performance
Customer Service Agent
LABCORP
08.2016 - 12.2017
- Successfully assisted over 40 customers a day via phone and email in a fast paced, call center environment
- Received employee of the month award 5 times during my tenure for my ability to deescalate intense customer interactions and quickly problem solve
- Met or exceeded call speed, accuracy and volume benchmarks on a consistent basis
- Led the team of agents in my department in quality assurance adherence
Education
ASSOCIATE DEGREE - COMPUTER SCIENCE
ALAMANCE COMMUNITY COLLEGE
01-2016
High School Diploma -
Southern Alamance High School
01-2013
Skills
- Experience
- Performance Monitoring
- SQL
- Data Analytics
- Documentation and Reporting
- Team Collaboration
- Project Management
- Data Analysis
- Verbal and Written Communication
- Microsoft office
- Microsoft Teams
- CRM software
- Salesforce
- Medical Billing
- Clinical Documentation
- Health Information Systems
- Medical Coding
- HIPAA Regulations
- Patient Education
- Documentation And Reporting
- Agile Methodology
- Internal Audits
- Public Speaking
Timeline
Health Specialist
Datavant
06.2021 - Current
Quality Assurance Specialist (REMOTE)
ACTALENT
08.2020 - 10.2023
Quality Assurance Agent
MERCK SHARP & DOHME
02.2018 - 07.2020
Customer Service Agent
LABCORP
08.2016 - 12.2017
ASSOCIATE DEGREE - COMPUTER SCIENCE
ALAMANCE COMMUNITY COLLEGE
High School Diploma -
Southern Alamance High School