Chasity Phipps
Summary
Talented Quality Assurance Technician with expert team leadership, planning, quality assurance, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
9
9
years of professional experience
Work History
Quality Assurance Technician
Ferguson Enterprises LLC.
04.2022 - Current
- Monitor and evaluate Sales Center customer interactions (calls, text, email, chats, etc.) reviewing for accuracy of information and interaction handling standards and procedures
- Facilitates and/or participates in monthly calibration sessions with Sales Center Managers and QA team to ensure consistent quality scoring and coaching feedback
- Collect district scoring data utilizing Power BI to prepare for monthly calibration sessions
- Work side by side with Sales Team Managers to develop strategies to improve metrics
- Provide direct associate support to drive performance results through one on one coaching sessions
- Assists in determining the root cause of performance problems and partners with Sales Center Leaders, Strategic Support, and Training managers to recommend, develop and test actions that improve performance
- Assists with collecting Quality Assurance performance data to ensure goals are being met in a timely manner
- Assists with collecting weekly Quality Assurance team's metrics utilizing Excel to reassign workload amongst QA team members
- Reviewed internal systems and organized training plans to address areas in need of improvement
- Skilled at working independently and collaboratively in a team environment
- Self-motivated, with a strong sense of personal responsibility
- Works well in a team setting, providing support and guidance to peers by being a resource for them to go to for assistance on scoring calls, calibrations assistance, etc.
- Managed time efficiently in order to complete all tasks within deadlines
- Excellent communication skills, both verbal and written
- Passionate about learning and committed to continual improvement
Tier 2 Ticket Support (Independent Contractor)
ModSquad
11.2021 - 03.2022
- Answer customer inquiries via Zendesk about products on the website
- Assists with technical support when issues arise on the website
- Walked individuals through basic troubleshooting tasks.
- Assists with customer inquiries regarding their order statuses
- Assists with issues regarding an order such as damaged items, not receiving the order, or incorrect items received.
- Documented support interactions for future reference.
- Actively listened to customers, handled concerns quickly and handled escalated issues
Tier 2 iOS Chat Technical Advisor
Kelly Services
07.2019 - 08.2021
- Supported chat advisors with issue-specific questions to decrease handle time and increase customer satisfaction
- Handled customer requests to speak with a manager and worked closely with each customer to carefully resolve issues in a timely fashion
- Offered experienced technical support to customers on a wide range of company products
- Asked open-ended questions to determine which products or services would best fit customers' needs
- Remedied issues quickly and within parameters of company-mandated policies and procedures
- Documented all customer information accurately in the computer system, providing dated notes for future reference
- Developed exemplary writing skills through continued correspondence with upwards of 20 customers and advisors per day
- Exceeded chat guidelines for service levels, handle time, and productivity
- Increased efficiency and team productivity by promoting operational best practices
- Assisted Team Leads, QA, and supervisors with coaching and mentoring of new employees.
Account Representative/ Team Lead/ Quality Assurance
GC Services/ Toyota Financial Services
05.2017 - 09.2018
- Received and processed client payments and updated their accounts
- Reviewed accounts for delinquencies and other ongoing issues
- Worked closely with overdue account holders to collect and reconcile accounts
- Monitored and scored calls for the team
- Was responsible for auditing, analyzing, and managing call center adherence
- Analyzed all customer service metrics (e.g
- CSAT, FRT, IQS) and how the support team's performance affected those KPIs
- Created strategies to improve team KPIs
- Coached one on one with agents to help improve their performance with specific instructions and constant support.
- Monitor and evaluate customer interactions reviewing for accuracy of information and interaction handling standards and procedures.
Sales Associate / Cashier
AAFES
01.2015 - 07.2015
- Greeted customers and helped with product questions, selections, and purchases.
- Helped customers complete purchases, locate items, and join reward programs.
- Maintained clean sales floor and straightened and faced merchandise.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Issued receipts and processed refunds, credits, or exchanges.
- Informed customers of current store promotions to encourage additional sales purchases.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Balanced and organized cash register by handling cash, counting change, and storing coupons.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
Education
No Degree -
Central Texas College
Killeen, TXCopperas Cove High School
Copperas Cove, TX06.2012
Skills
- Verbal and Written Communication
- Management and Leadership
- Coaching and Mentoring
- Issue and Complaint Resolution
- Calm and Professional Under Pressure
- Understanding Customer Needs
- De-escalation Techniques
- CRM Software (Salesforce, Zendesk, Dynamics, Genesys)
- Efficient and Detail-Oriented
- Upbeat and Positive Personality
- Team-Oriented and Cooperative
- Live Chat Messaging
- Call Volume and Quality Metrics
- Multitasking and Prioritization
- Quality Assurance
- Sales Operations
Timeline
Quality Assurance Technician
Ferguson Enterprises LLC.
04.2022 - Current
Tier 2 Ticket Support (Independent Contractor)
ModSquad
11.2021 - 03.2022
Tier 2 iOS Chat Technical Advisor
Kelly Services
07.2019 - 08.2021
Account Representative/ Team Lead/ Quality Assurance
GC Services/ Toyota Financial Services
05.2017 - 09.2018
Sales Associate / Cashier
AAFES
01.2015 - 07.2015
No Degree -
Central Texas College
Copperas Cove High School
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