Crystal Robinson
Norcross,USA
Summary
Results-driven professional with experience in quality assurance, data analysis, project management, and client care. Strong background in driving process improvements, leading cross-functional teams, and leveraging data analytics to deliver strategic insights. Proven expertise in quality control, stakeholder relations, and achieving project milestones in fast-paced environments. Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.
Overview
15
15
years of professional experience
Work History
Senior Quality Analyst
Alight Solutions
Atlanta, GA
01.2021 - 01.2024
- Orchestrated quality assurance protocols and automation frameworks that heightened product integrity by identifying and addressing critical system vulnerabilities, driving a noticeable improvement in client satisfaction
- Directed quality control efforts across multi-functional teams, creating synergy between stakeholders, developers, and end-users to achieve seamless execution of strategic objectives
- Engineered advanced testing methodologies, deploying automated testing cycles and refining data governance protocols, which contributed to a structured, more predictive quality assessment model
- Spearheaded process refinement initiatives in collaboration with data analysts, yielding valuable insights into operational performance and translating findings into actionable strategies to support company objectives
Quality Analyst
Hodges-Mace
Atlanta, GA
01.2017 - 01.2021
- Facilitated compliance with regulatory and organizational standards by designing a performance-focused quality testing framework that provided clear, data-backed feedback on operational effectiveness
- Engaged directly with Benefits Counselors and Client Management teams to align quality objectives with business needs, resulting in a cohesive approach to quality improvements that strengthened client retention
- Drove automation in quality assessment, minimizing error rates and accelerating testing cycles, leading to a substantial reduction in turnaround times and increased team productivity by 14%
- Acted as a subject matter expert for quality control metrics, delivering insights and guiding decision-making processes to mitigate risk, optimize service standards, and promote client-focused outcomes
Client Support Specialist
Hodges-Mace
Atlanta, GA
01.2015 - 01.2017
- Authored targeted content on competency evaluation and performance benchmarking, equipping teams with critical insights to drive continuous improvement in service quality
- Proactively identified process inefficiencies, initiated data-centric solutions to enhance client experiences, and effectively managed a high-volume workload in a time-sensitive environment
- Oversaw regular audits, confirming that service delivery adhered to stringent quality guidelines, contributing to improved client loyalty and trust
Receptionist
Atlanta Toyota
Duluth, GA
01.2010 - 01.2015
- Supported executive-level functions by managing client inquiries and maintaining communications across departments, ensuring the accuracy of transactional and financial documentation
- Contributed to the optimization of administrative workflows, resulting in improved productivity and a streamlined reporting structure that facilitated timely decision-making
- Served as the primary point of contact for client relations, fostering a professional, welcoming environment and building rapport with customers, which enhanced client satisfaction and loyalty
PBX Operator
Ritz Carlton Atlanta
Atlanta, GA
01.2010 - 01.2013
- Centralized operational communications, expertly managing main operating system (Opera) troubleshooting and delivering reliable access for the team, even in high-pressure situations
- Conducted in-depth training sessions for new hires on AAA and five-diamond standards, elevating service quality and exceeding guest expectations
- Implemented customer-focused initiatives by analyzing monthly performance metrics, resulting in increased client satisfaction and higher customer retention rates
Administrative Assistant / HR Aide
McLendon Memorial Funeral Home
Washington, GA
01.2009 - 01.2010
- Provided high-level administrative support, coordinating complex arrangements and managing sensitive documentation with precision and confidentiality
- Interfaced directly with clients and event planners, improving alignment with contractual requirements, and orchestrating services that honored client preferences with dignity and professionalism
- Played a key role in upholding operational standards of the funeral home, contributing to its reputation for exceptional client service
Education
Hospital Information Administration - Business Administration
Georgia Perimeter College
Nursing -
University of West Georgia
Skills
- Quality Assurance Processes
- Compliance
- Risk-Based Testing
- Data Analysis
- ETL
- Statistical Analysis
- Agile & Scrum Methodologies
- Stakeholder Management
- Project Planning & Execution
- Test Case Design
- SQL
- Python
- Excel
- JIRA
- Confluence
- SAP
- Salesforce
- Workday
- ADP
- Automation Testing
- Defect Tracking
- Root Cause Analysis
Websites
Accomplishments
- Led cross functional data integrity project, Spearheaded a successful integrity project, improving the quality of data deliverables by 22% across all supported cross functioning teams.
- Developed SQL reporting system, Engineered an advanced SQL reporting system, resulting in a 17% increase in data reporting efficiency.
- Standardized SOPs for Data Validation, Authored SOPs and process guide progressively impactful to Q3 and Q4 functions for data validation which became the gold standard for the department, enhancing efficiency by 42%.
Training
HIPAA Training, 01/01/19, 12/31/21
Volunteer Experience
- Meals on Wheels, Volunteer, 01/01/15, 12/31/21
- PAWs Atlanta, Volunteer, 01/01/17, 12/31/19
- Feeding America, Volunteer, 01/01/12, 12/31/14
Awards
- Line of Sight Award Recipient
- 2023
- 2024
- Employee of the Month
- September 2012
- April 2013
Timeline
Senior Quality Analyst
Alight Solutions
01.2021 - 01.2024
Quality Analyst
Hodges-Mace
01.2017 - 01.2021
Client Support Specialist
Hodges-Mace
01.2015 - 01.2017
Receptionist
Atlanta Toyota
01.2010 - 01.2015
PBX Operator
Ritz Carlton Atlanta
01.2010 - 01.2013
Administrative Assistant / HR Aide
McLendon Memorial Funeral Home
01.2009 - 01.2010
Hospital Information Administration - Business Administration
Georgia Perimeter College
Nursing -
University of West Georgia
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