Dana Kiefer
Chippewa Falls,WI
Summary
Thorough Quality Assurance Specialist with 12-year background in Student Loan Industry. Excellent resource management and allocation skills. Outstanding communication, organizational and time management talents. Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines. Determined Quality Assurance Specialist with dedication to quality and accuracy. Familiar with handling multiple projects in highly competitive environments. Solid interpersonal and collaboration skills.
Overview
13
13
years of professional experience
Work History
Global Quality Specialist II
Nelnet
10.2021 - Current
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Analyzed quality and performance data to support operational decision-making.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
Escalation Specialist
Nelnet
10.2018 - 10.2021
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
Call Center Representative
Nelnet
03.2011 - 10.2018
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Education
Associate of Science - Diagnostic Medical Sonography
Chippewa Valley Technical College
Eau Claire, WI08.2008
Skills
- Cisco WebEx
- Critical Thinking
- Monitoring Data Quality
- Office Support
- Document Quality
- Data Analysis
Timeline
Global Quality Specialist II
Nelnet
10.2021 - Current
Escalation Specialist
Nelnet
10.2018 - 10.2021
Call Center Representative
Nelnet
03.2011 - 10.2018
Associate of Science - Diagnostic Medical Sonography
Chippewa Valley Technical College
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