Brenda Lake
St Louis,MO
Summary
Self-motivated Quality Assurance Analyst with outstanding oral and written communication skills.
Overview
15
15
years of professional experience
Work History
Quality Assurance Analyst-Lead
Equifax
St Louis, MO
07.2018 - Current
- Monitor calls, letters, emails, social media, and system handoffs for staff and vendor audits for quality.
- Created and achieved product quality objectives and met product specifications.
- Fixed identified issues to increase productivity and boost workflows.
- Monitored process checks for proper completion and correct frequency.
- Regularly review training and knowledge base materials for accuracy.
- Coach staff members to improve individual and team performance and Lead service, system, and/or procedural-based training sessions for new or existing staff members.
- Identify coaching and recognition opportunities.
Frontline Manager
Equifax
St Louis, MO
05.2007 - 07.2018
- Managed the daily activities of each of my teams productivity.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Established and optimized schedules to keep coverage and service in line with forecasted call volume.
- Made decisions guided by the business units functional strategies and objectives.
- Established a strong working repor with my internal and external customers to ensure customer satisfaction.
- Delivered an exceptional level of customer service by listening to concerns and answering questions and making follow-up's when necessary.
- Coached employees and trained on methods for handling various aspects of the different call types especially when assisting complicated issues and difficult customers.
- Looked for creative ways to keep the teams morale engaged which ensures world class customer service and an increase in productivity.
Education
Associate of Arts - General Transfer Studies
Columbia College
Columbia, MO06.2017
Skills
- Information Sequencing
- Audit Assistance
- Data Capture and Analysis
- Adaptability and Flexibility
- Attentive and Observant
- Group Presentations
- Team Meetings
- Documentation
Accomplishments
- Took on tasks originally assigned to peers to decrease their workloads, completing them within expected time constraints.
- Used Microsoft Excel to track agent trends and provide valuable feedback to their leadership for coaching opportunities.
- Given a priority project to track good/bad calls to be used in the training environment.
- Used Microsoft Excel to develop and track personal performance for the purpose of showing time management .
- Collaborated with team of 10 in the development of creating new evaluation scorecards.
Timeline
Quality Assurance Analyst-Lead
Equifax
07.2018 - Current
Frontline Manager
Equifax
05.2007 - 07.2018
Associate of Arts - General Transfer Studies
Columbia College
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