Carol Allison
Fulton,Missouri
Summary
Driven Quality Assurance Analyst with a proven track record at MBS Textbooks, enhancing productivity and compliance with company standards. Excelled in mentoring and report analysis, significantly improving customer satisfaction and operational efficiency. When I first started MBS I worked at the call center to answer phone, emails and chats, assisting customers with either placing an order for books or helping them to access their electronic product. Some student were asking where their shipment would be, and if we were unable to locate it we would reship their items.
Overview
20
20
years of professional experience
Work History
Quality Assurance Analyst
MBS Textbooks
2016.07 - 2024.07
- Organized and maintained work environment to allow for maximum productivity.
- Developed reports for supervisors to make sure their agents were following company policy.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Also answered phones and emails to assist customer's with their shipments or provided assistance with accessing eBooks or other electronic products.
- Wrote and maintained detailed internal documentation on developed systems.
Assistant Manager and Store Associate
Dollar General
2004.08 - 2016.08
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Created employee schedules to align coverage with forecasted demands.
Education
High School Diploma -
Campion Academy
Loveland CO05.1977
Skills
- Mentoring and training
- SharePoint
- Report Analysis
- Call Monitoring
- Collaboration and communication
- Quality Assurance
- Attention to Detail
Timeline
Quality Assurance Analyst
MBS Textbooks
2016.07 - 2024.07
Assistant Manager and Store Associate
Dollar General
2004.08 - 2016.08
High School Diploma -
Campion Academy
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