Careem Smith
Somerset,NJ
Summary
Determined Quality Assurance Customer Support Specialist with dedication to quality and accuracy. Familiar with handling multiple projects in highly competitive environments. Solid interpersonal and collaboration skills.
Overview
24
24
years of professional experience
Work History
Quality Assurance Specialist
Bloom Insurance
09.2023 - 12.2023
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Reported problems and concerns to management.
- Conducted data review and followed standard practices to find solutions.
Call Center Customer Service Specialist
Oticon
07.2018 - 01.2019
- Escalated complicated customer account issues to supervisors and help desk workers.
- Addressed customer account discrepancies and concerns.
- Recommended products to customers and suggested other options if preferred product was unavailable.
Registered Agent
Synchronoss
08.2016 - 08.2017
- Vetting physicians and/or anyone with the ability to prescribe narcotics. The ultimate goal, to ensure their ability to e-prescribe
- Completed data entry of physician credentials, registration
- Helped create and test newly designed processes
- Trained new coming agents delegating accordingly
Senior Quality Assurance Specialist
Paylock
03.2005 - 06.2016
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Fixed identified issues to increase productivity and boost workflows. Scheduling 30+
- Liaised between quality control and other departments and contractors, providing project updates and consultation.
Call Center Customer Service Specialist
Affinity Federal Credit Union
06.2000 - 06.2004
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved concerns with products or services to help with retention and drive sales.
Education
High School Diploma -
Plainfield High School
Plainfield, NJEntrepreneurial Studies
Raritan Valley Community College
Somerville, NJSkills
- Call Center Operations
- Customer Support
- Written and Oral Communications
- Microsoft Office
- Quality Control Standards
- Call Volume and Quality Metrics
- Documentation
- Data Entry
Additional Information
In between and during all mentioned positions I served as a caregiver. Scheduling and transporting to and from appointments. Primary care and specialist care. In addition, handling medication, pharmacy request and dispersion. Hospital and rehabilitation visits ensuring all necessary parties involvement took place. Checking vitals and handling wound care. Personal assistance with errands such as grocery shopping, meal delivery, pet care and house keeping. As well as financial upkeep with bills, insurance and banking transactions.
For additional supplement I also was a contractor for DoorDash and Eurofins, product tester
Timeline
Quality Assurance Specialist
Bloom Insurance
09.2023 - 12.2023
Call Center Customer Service Specialist
Oticon
07.2018 - 01.2019
Registered Agent
Synchronoss
08.2016 - 08.2017
Senior Quality Assurance Specialist
Paylock
03.2005 - 06.2016
Call Center Customer Service Specialist
Affinity Federal Credit Union
06.2000 - 06.2004
High School Diploma -
Plainfield High School
Entrepreneurial Studies
Raritan Valley Community College
Similar Profiles
Eliza LuvianoEliza Luviano
Medicare Sales Agent at Bloom InsuranceMedicare Sales Agent at Bloom Insurance
Amanda LussierAmanda Lussier
Director Medicare Sales at Bloom InsuranceDirector Medicare Sales at Bloom Insurance
Rohan Vinay GolaniRohan Vinay Golani
Customer Service Representative at BLOOM INSURANCECustomer Service Representative at BLOOM INSURANCE