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.