Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

BRITTANY CARTER

Houston

Summary

Detail-oriented Quality Assurance Specialist with a background in customer support, documentation management, and operational compliance. Proven ability to identify and resolve process errors, support audits, and drive workflow improvements. Experienced in onboarding, data accuracy, and performance tracking using tools like Zendesk, Salesforce, and Google Workspace. Strong collaborator in remote team environments, consistently meeting SLA and KPI targets through critical thinking and quality-first execution.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Quality Assurance Specialist

DoorDash
Tempe
03.2023 - Current
  • Conduct quality checks on escalated cases and appeals, ensuring compliance with internal policies, and resolution accuracy.
  • Resolved 90% of customer issues on the first contact via Zendesk, contributing to high service quality and customer satisfaction.
  • Supported onboarding and documentation review for 50+ new drivers monthly, identifying errors, and providing corrective feedback to reduce processing delays.
  • Collaborated cross-functionally in a remote environment to implement workflow enhancements and reduce repeated escalations.
  • Maintained a 95% resolution rate within SLA, applying critical thinking and issue tracking to meet key quality metrics.
  • Participated in feedback loops and process evaluations aimed at improving operational efficiency and documentation accuracy.

Appointment Coordinator

Light RX Face & Body
Mesa
01.2022 - 02.2023
  • Scheduled and managed over 100 patient appointments weekly, ensuring accuracy in records and adherence to scheduling protocols.
  • Verified patient insurance eligibility and benefits, reducing claim denials and billing errors through accurate data entry and pre-checks.
  • Maintained detailed documentation of all client interactions using CRM systems, supporting audit readiness and data integrity.
  • Balanced high-volume administrative responsibilities while meeting strict deadlines in a compliance-driven environment.
  • Delivered clear, professional communication across phone, email, and chat, achieving a 98% patient satisfaction rate, and supporting process consistency.
  • Identified scheduling discrepancies and proactively resolved them to uphold quality standards in clinic operations.

Underwriter

Carvana
Tempe
03.2021 - 10.2022
  • Analyzed 50+ loan applications weekly, auditing income documentation, credit reports, and appraisals for completeness and accuracy.
  • Ensured adherence to internal underwriting guidelines and external compliance standards, reducing loan processing errors and delays.
  • Identified inconsistencies in applicant data and collaborated with cross-functional teams to resolve documentation gaps promptly.
  • Utilized Salesforce to maintain thorough records of application status, communication logs, and decision rationales, supporting audit readiness.
  • Contributed to a 15% improvement in loan approval accuracy through diligent review and error detection practices.
  • Leveraged pattern recognition in credit data to mitigate risk, resulting in a 10% reduction in loan default rates.

Account Manager

Lifescore (Nonprofit Organiziation)
Chicago
01.2018 - 02.2021
  • Managed and supported a portfolio of program participants and partners, maintaining a 95% retention rate through strong client relationships and detailed follow-up.
  • Maintained accurate records in Salesforce to track participant progress, communication history, and program compliance.
  • Conducted needs assessments and performance check-ins to help clients meet financial goals, using data insights to guide service delivery.
  • Identified service gaps and recommended process improvements, contributing to a 20% increase in participant satisfaction.
  • Recognized as Employee of the Month for exceptional service quality, documentation accuracy, and performance outcomes.

Education

Bachelor of Science (B.S.) - Hospitality Management

Tuskegee University
Tuskegee, AL

Skills

Client Relations & Support

Quality Assurance & Process Auditing

Documentation Management

CRM Proficiency (Salesforce, Zendesk)

Compliance Monitoring

Data Analysis

Workflow Optimization

Attention to Detail

SLA & KPI Adherence

Problem Solving & Root Cause Analysis

Remote Team Collaboration

Microsoft Office & Google Workspace

Time Management & Organizational Skills

Multichannel Support (Call Center, Live Chat, Email)

Accomplishments

• Employee of the Month – Lifescore Foundation (April, May, August 2020)

• Consistently exceeded SLA and KPI targets in customer service and underwriting roles

Certification

• In Progress: Introduction to Quality Assurance – Coursera

• In Progress: HIPAA Compliance Training – Udemy

Timeline

Quality Assurance Specialist

DoorDash
03.2023 - Current

Appointment Coordinator

Light RX Face & Body
01.2022 - 02.2023

Underwriter

Carvana
03.2021 - 10.2022

Account Manager

Lifescore (Nonprofit Organiziation)
01.2018 - 02.2021

Bachelor of Science (B.S.) - Hospitality Management

Tuskegee University

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