Carissa Blanton
Union,KY
Summary
Highly organized and detail-oriented worker, with a drive to exceed customer service expectations. Skilled in analyzing data, developing strategies, and delivering solutions to complex problems, with a focus on contributing to team success.
Skills
- Experienced in Microsoft Office tools
- Adaptable
- Dependable and responsible
- Independent collaboration
- Customer Service
- Training & development
- Analytical thinking
- Organized
- Attention to detail
- Critical Thinking
Overview
10
10
years of professional experience
Work History
Research & Speech Analyst
Kroger
Cincinnati, OH
03.2026 - Current
- Analyzed customer interactions using systems like Verint, Five9, BusinessObjects (BZO), and/or Microsoft 365 Copilot (AI), and identified trends, sentiment, and emerging issues across contact types.
- Translated speech data into actionable insights and recommended improvements for improving customer experience, operational efficiency, and agent performance.
- Collaborated with operations and content specialist teams to share findings and support initiatives that addressed identified opportunities.
- Monitored and validated the effectiveness of speech analytics tagging, transcription accuracy, and keyword configurations to ensure data integrity.
- Reviewed call recordings, transcripts, and case notes to identify patterns like repeat contacts, escalations, or error points.
- Pulled and interpreted prebuilt reports (e.g., volume, handle time, repeat rate) to support findings.
- Prepared concise insight summaries for leadership and improvement teams.
- Shared observations in team huddles and assisted with ad hoc research requests.
Quality Analyst
Kroger
Blue Ash, OH
02.2019 - 03.2026
- Analyzed customer service interactions (calls, chat, emails) to assess quality, accuracy, and adherence to policies and procedures.
- Collaborated with Knowledge & Training to ensure all documents were up to date.
- Utilized Verint to analyze recorded customer/Agent interactions, screen recordings, call drivers, and subcategories, to support quality assurance, compliance monitoring, and root cause analysis.
- Utilized Five9 to track after call survey responses (CSAT) or Agent call avoidance.
- Utilized BusinessObjects (BZO) to turn raw data into structured reports for analysis.
- Analyzed executive-level customer escalations to identify root failures and provided clear, actionable insights to the Contact Center Vice President and Customer Advocacy Team to support decision-making.
- Created and maintained guides, showing my team and company leaders how to use Verint, Five9, and/or BZO.
Patient Services Representative
The Little Clinic
Blue Ash, OH
03.2016 - 02.2019
- Handled inbound and outbound calls to assist callers with billing and payment inquiries, appointment scheduling, service inquiries, insurance verification, and accurate data entry into electronic health records (EHR).
- Maintained and updated internal records, including training materials and Division Contact Lists.
- Ensured strict confidentiality of protected health information in full compliance with HIPAA regulations.
Education
High School Diploma -
Oak Hills High School
Cincinnati, OH06-2015
Timeline
Research & Speech Analyst
Kroger
03.2026 - Current
Quality Analyst
Kroger
02.2019 - 03.2026
Patient Services Representative
The Little Clinic
03.2016 - 02.2019
High School Diploma -
Oak Hills High School